Customer support
Support at ATTUNE is included with every purchase and covers the part that is hard from abroad: choosing the right device, ordering it, and getting set up. Learning the system day to day is covered by the English materials, and the manufacturer handles technical service and warranty.
- Before you buy: device guidance by email, usually answered within one working day. Ten questions before an order beat one wrong device after it.
- After delivery: a guided start (device and software working, your first scan or program), scheduled with every order.
- Ongoing: subscription activation help and pointing you to the manufacturer for any warranty case. Day-to-day program and web clinic questions are covered by the English learning materials.
Contact: hello@attunelongevity.com. Full support is reserved for clients who purchased through ATTUNE; if you bought elsewhere, see the section below.
Delivery terms & return policy
Devices ship worldwide. There are no retail shops to visit; these are home wellness devices, delivered to your door with tracking.
Shipping cost and delivery time depend on your location and which warehouse your device ships from, so there is no fixed number to quote in advance. Your total including shipping is always confirmed with you personally before you pay anything. Before any payment, stock is also physically verified; if timing matters, say so and we confirm availability first or source your device from wherever it is currently in stock.
Returns
- You may return an order within 14 days of receiving the package, provided the request is sent by email within that period.
- The item must be in new, undamaged condition, in its original packaging, complete with all accessories and materials, with any included WebWellness balance unused.
- After your return request is confirmed, the item must be sent to the return address we provide within 14 days. Always confirm the return address with us before shipping anything back.
- Who pays the courier: change-of-mind returns are shipped at the buyer's cost. If the return is due to our fault or the warehouse's fault, courier costs are covered.
- Refunds are issued the same way the payment was made, to the account the payment came from. Refunds go back the same way you paid, within 14 days of the returned device reaching the warehouse; your bank may take a few more days to show it.
Defective items
If an item arrives defective, email us as soon as you notice, ideally within 14 days of receipt, and we open a case with the manufacturer under the 1-year warranty. Once the returned item is inspected and the defect confirmed, you choose a full refund or a replacement.
Warranty service
Every device carries the manufacturer's 1-year warranty, counted from the date of sale. If anything goes wrong, we give you the right contact and what to send.
- A manufacturing defect that appears during the warranty period is handled by the manufacturer free of charge, either as a repair or, at the manufacturer's choice, a replacement.
- Warranty service is performed only by the manufacturer or parties it authorises. Devices are accepted for repair in protective packaging with completed warranty documents.
- Warranty status is determined by a service engineer after full diagnostics.
- Repair times: up to 14 working days with parts in stock, or up to 2 months when parts must be specially ordered. Where a repair is not possible, a replacement unit is provided inside that same 2-month window.
- Any time a device spends at the service centre is added back onto its warranty period.
- Shipping to and from the service centre is arranged case by case when a claim is opened; we tell you where to send the device and what to include.
Not covered by warranty
- Consumables, accessories, batteries, cables, adapters and elements that require periodic replacement
- Damage from improper transport, installation, connection or operation; mechanical, electrothermal or chemical damage; liquid, insect or foreign-object damage
- Devices opened, modified or repaired by unauthorised persons, or with signs of self-opening
- Missing warranty card or documentation, or an expired warranty period
- Warranty service is handled by the official service network for the region your device shipped from, so keep your order documents; we tell you where to send it
Already bought from another distributor?
ATTUNE's guided start and help with any warranty contact apply to devices purchased through ATTUNE. If your device came from another seller, your first stop for usage questions is the distributor who sold it to you.
- Broken device: contact the manufacturer's technical support directly; the warranty is honoured through the official service network regardless of which official seller you used.
- Subscription activation: follow the activation steps in your web clinic account, or purchase a WebWellness balance top-up and provide your username.
- Want to switch: if the seller you bought from is no longer active or cannot be reached, contact us and we will help where we can. Our free Learning Center is open to everyone, whoever you bought from.
Refer a friend
If someone you recommend orders through ATTUNE, the manufacturer's referral scheme can credit a bonus to your WebWellness account, usable against future orders or subscription time. It is optional, and we explain the current terms after your purchase if you ask. Ask about it.
Privacy
What we collect depends on what you do here, and it is always what is needed to help you, nothing more.
- Device quiz, order requests and the free scan-report guide: the name, email and country you give us, plus which device or goal you mentioned. Used to recommend a device, confirm your order, and send anything you asked for. Stored in Airtable (our order records) and Brevo or MailerLite (the email tool that actually sends the message).
- The chat assistant: your question and its answer, the page you asked from, your country (from your connection, not GPS), and a temporary session id so a conversation makes sense across messages. Saved so we can see what people ask and fix or add answers; not linked to your name unless you type it yourself, and never sold or shared. Your question is sent to Anthropic, who provide the AI model that writes the answer, to generate that one reply; they do not use it to identify you. Nothing you tell the chat becomes part of a medical record anywhere, because it is not one: for anything medical, see your doctor.
- Just browsing: aggregate, anonymous visit analytics (which pages, roughly how many visitors), with nothing that identifies you personally. We do not run advertising trackers or sell browsing data.
We are an EU-based business, so EU data protection law applies wherever you are. Email hello@attunelongevity.com any time to see what we hold about you, correct it, or ask us to delete it, and we will.
This page explains our privacy practice in plain language; it is not a substitute for legal advice specific to your situation.