We are sorry to hear that you wish to cancel your order. If you have any questions or concerns and would like to get assistance, please don’t hesitate to reach out to us at support@empatica.com and we will be glad to support.
UK customers: for purchases made through our official reseller, Epilepsy Alarms UK, please reach out to their Customer Support at support@epilepsyalarms.co.uk directly.
If you still wish to cancel your EpiMonitor order, you will have to make sure to submit your cancellation request before submitting your prescription.
To proceed, you will have to follow these steps:
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Open this Support Request form
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Follow the step-by-step instructions provided in the form, making sure to add all the necessary information. You will have to indicate:
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Your order code or the number of your order invoice. You can find this information in your EpiMonitor account or in the order confirmation email you received.
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The cancellation reason. You can explain why you decided to cancel your order
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Select ‘Submit’
Once your request is submitted, our Customer Happiness Team will look into it and get back to you confirming the cancellation of your order and the status of your refund.
If your order has already been handed over to the courier, cancellation is not possible. For details on returns, please visit Returning your EpiMonitor.
US customers: please be advised that, if you request the cancellation of your order after submitting the prescription, we may not be able to guarantee its processing, as this will depend on the status of the order. If cancellation is not feasible, our Support Team will contact you with further instructions.