SCOPE OF THIS POLICY
This Delivery, Shipping and Returns Policy applies to purchases made through The Biosignal Platform website, through The Biosignal Platform app, or directly from Cinematronic ApS, unless other terms have been clearly agreed in writing.
For purchases made through a third-party platform, such as Microsoft Store, the third-party platform's own payment, cancellation, refund, and delivery rules may also apply.
DIGITAL PRODUCTS, SOFTWARE LICENSES AND IN-APP PURCHASES
The Biosignal Platform software, software licenses, subscriptions, digital services, and in-app purchases are delivered digitally.
Digital products are not shipped as physical products. Access is normally provided through download, account activation, license activation, email confirmation, app access, or another electronic delivery method.
Digital products and services are normally made available without undue delay after purchase, unless otherwise stated at checkout, in the app, on the product page, or in the order confirmation.
If the software is purchased through Microsoft Store, delivery, payment handling, cancellation, and refund requests may be handled through Microsoft Store according to Microsoft's applicable terms and policies.
If a digital product, software license, subscription, or in-app purchase is purchased directly from us, the purchase is handled by Cinematronic ApS or by our payment provider on our behalf.
RIGHT OF WITHDRAWAL FOR DIGITAL PRODUCTS
If you are a consumer, you normally have a 14-day right of withdrawal when buying digital products, digital services, or subscriptions online.
However, if you request immediate access to a digital product, software license, digital service, subscription, or in-app purchase, and you explicitly acknowledge that you lose your right of withdrawal once delivery has begun, the right of withdrawal will no longer apply once access or delivery has started.
This may apply when the product has been downloaded, activated, made available in your account, or otherwise delivered digitally.
This does not affect any statutory rights you may have if the digital product or service is defective or not delivered as agreed.
PHYSICAL HARDWARE PRODUCTS
For physical hardware products, available shipping methods, shipping costs, estimated delivery times, and available destinations are shown at checkout before payment.
Hardware orders are normally processed within 2–5 business days, unless another processing time is stated on the product page, at checkout, in the app, or in the order confirmation.
If a product is made to order, temporarily out of stock, on backorder, or subject to a longer lead time, this will be stated before purchase where possible.
DELIVERY TIME
Estimated delivery times depend on the destination, shipping method, and carrier.
If no specific delivery time has been agreed, physical products will be delivered no later than 30 days after the order date, unless another delivery period has been clearly stated and accepted before purchase.
If delivery is delayed, we will contact you as soon as reasonably possible.
SHIPPING COSTS
Shipping costs are shown at checkout before payment.
If an order contains both digital products and physical products, shipping costs only apply to the physical products.
We may split an order into multiple shipments if needed. If this creates additional shipping costs, we will inform you before charging any extra amount.
INTERNATIONAL SHIPPING
We may offer international shipping to selected countries. Available destinations are shown at checkout.
For deliveries outside the European Union, customs duties, import VAT, taxes, and handling fees may apply. These charges are the responsibility of the customer, unless otherwise stated at checkout.
Some products may be subject to local import, safety, or regulatory restrictions. If we are unable to ship a product to your destination, we may cancel the order and refund the affected product.
DELIVERY ADDRESS
The customer is responsible for providing a correct and complete delivery address.
If a parcel is returned to us because the address was incorrect, incomplete, or because the parcel was not collected in time, we may charge reasonable direct costs for return shipping and reshipping. This does not limit any statutory consumer rights.
DAMAGED OR MISSING PARCELS
If a parcel arrives visibly damaged, please contact us as soon as possible and include photos of the packaging and product.
If a parcel is lost in transit, we will work with the carrier to investigate the shipment.
Your statutory rights are not affected by reporting damage or loss later, but fast notice helps us handle the case with the carrier.
RETURNS AND RIGHT OF WITHDRAWAL FOR PHYSICAL PRODUCTS
If you are a consumer buying a physical product online, you normally have 14 days to notify us that you wish to withdraw from the purchase.
The withdrawal period begins on the day you, or a person chosen by you, receives the physical product.
After notifying us that you wish to withdraw from the purchase, you must return the product without undue delay and no later than 14 days after your notice of withdrawal.
Unless otherwise agreed, you are responsible for the direct cost of returning the product.
Returned products must be packed securely. You are responsible for the product until we receive it.
We may reduce the refund if the product has lost value because it has been handled more than necessary to establish its nature, characteristics, and functionality.
REFUNDS FOR RETURNED PHYSICAL PRODUCTS
If you withdraw from a consumer purchase, we will refund the payment without undue delay and no later than 14 days after receiving your notice of withdrawal.
For physical products, we may withhold the refund until we have received the returned product or until you have provided documentation that the product has been returned.
Refunds are made using the same payment method used for the original transaction, unless otherwise agreed.
BUSINESS CUSTOMERS
For business customers, including companies, institutions, universities, laboratories, agencies, public organizations, and other professional customers, there is no statutory consumer right of withdrawal unless this has been separately agreed in writing.
Business orders may be subject to separate quotation, invoice, license, subscription, service, or delivery terms.
WARRANTY, DEFECTS AND COMPLAINTS
For consumer purchases of physical products, Danish and EU consumer rules on defects and complaints apply.
If a product has a defect, please contact us as soon as possible with a description of the issue, your order number, and relevant photos or documentation.
This policy does not limit any statutory rights you may have under applicable consumer law.
CONTACT
For questions about delivery, digital access, shipping, returns, damaged parcels, or missing products, please contact us:
The Biosignal Platform
Cinematronic ApS
Email: hello@thebiosignalplatform.com
DELIVERY, SHIPPING AND RETURNS POLICY
Last updated: June 2026