RETURN & WARRANTY POLICY.

1. Returns

1.1 Right of Withdrawal

You have the right to return your NOTEAK order within 30 days of delivery, without stating a reason. This exceeds the 14-day statutory minimum under EU consumer law (Directive 2011/83/EU) and is offered as a voluntary extension.

The 30-day return window starts on the day after you receive your order.

1.2 How to Initiate a Return

To return a product, follow these steps:

1. Email info@noteak.com with your order number and the reason for return.
2. NOTEAK will respond within 2 business days with a Return Merchandise Authorization (RMA) number and return instructions.
3. Pack the product securely in its original packaging where possible, including all accessories and the RMA number clearly visible on the outside of the package.
4. Ship the product to the following return address: NOTEAK, Marconiweg 1, 4131 PD Vianen, The Netherlands.
5. Send proof of shipment (tracking number) to info@noteak.com.

Returns sent without an RMA number may not be processed. Always request an RMA before shipping.

1.3 Return Shipping Costs

Return shipping costs are at the customer’s expense, unless the return is due to a defective or incorrectly delivered product. In those cases, NOTEAK will cover the return shipping costs.

We recommend using a tracked shipping service. NOTEAK cannot be held responsible for returns lost or damaged in transit.

1.4 Condition of Returned Products

Returned products must be:

• unused or only used to the extent necessary to assess the product (as you would in a physical store);
• in their original condition, with all accessories, cables, and packaging included;
• free from damage caused by the customer beyond normal handling.

If a returned product shows signs of use beyond reasonable assessment, or is damaged due to customer handling, NOTEAK reserves the right to deduct a depreciation amount from the refund. The customer will be informed of any deduction before it is applied.

1.5 Non-Returnable Items

The following cannot be returned:

• Products that have been modified or repaired by the customer or a third party;
• Products damaged due to misuse, liquid damage, or use contrary to the product instructions;
• Products with a broken hygiene seal, where applicable.

2. Refunds

Once NOTEAK receives and inspects the returned product, we will process your refund within 14 days. Refunds are issued using the same payment method as the original purchase, unless you have explicitly agreed to an alternative.

You will receive a confirmation email when your refund has been processed. Depending on your bank or payment provider, it may take a few additional business days to appear in your account.

If you have not received your refund within 14 days of NOTEAK confirming receipt of the return, please contact us at info@noteak.com.

3. Warranty

3.1 Statutory Guarantee — 2 Years

In accordance with EU consumer law (Directive 2019/771 and its national implementations), NOTEAK guarantees that all products conform to the contract for a period of 2 (two) years from the date of delivery.

Defects that appear within 12 months of delivery are presumed to have existed at the time of delivery, unless NOTEAK can demonstrate otherwise. For defects appearing between 12 and 24 months, the customer may be asked to provide evidence that the defect existed at delivery.

This statutory guarantee applies regardless of any commercial warranty and cannot be waived or limited by contract.

3.2 What the Warranty Covers

The warranty covers defects in materials and workmanship under normal use, including:

• Failure of the heating element or graphene layer;
• Defects in the power adapter or cable supplied with the product;
• Delamination or structural failure of the mouse pad surface;
• Malfunction of the temperature control or auto shut-off mechanism;
• Any other defect that prevents the product from functioning as described.

3.3 What the Warranty Does Not Cover

The warranty does not cover:

• Damage caused by misuse, accidents, liquid spills, or use contrary to the product instructions;
• Normal wear and tear (e.g. surface wear from regular mouse use over time);
• Damage caused by use of a power adapter other than the one supplied with the product;
• Modifications or repairs carried out by the customer or an unauthorized third party;
• Cosmetic damage that does not affect the product’s functionality;
• Damage resulting from use outside the specified operating conditions.

Important: the Radiant Heated Mouse Pad operates on 24V via the supplied adapter. Use of any other power source voids the warranty and may create a safety risk.

3.4 How to Submit a Warranty Claim

To submit a warranty claim:

1. Email info@noteak.com with your order number, a description of the defect, and clear photos or a short video showing the issue.
2. NOTEAK will assess the claim and respond within 5 business days.
3. If the claim is valid, NOTEAK will determine the appropriate remedy (see 3.5) and provide further instructions.

3.5 Warranty Remedies

NOTEAK handles warranty claims on a case-by-case basis. Depending on the nature and severity of the defect, the remedy may be:

• Replacement of the defective product or component;
• Repair of the defective product;
• A partial or full refund, where replacement or repair is not possible or proportionate.

NOTEAK will always aim for a solution that is fair and proportionate to the defect. The customer will be informed of the proposed remedy before it is carried out.

Return shipping costs for valid warranty claims are borne by NOTEAK.

4. Product Safety

NOTEAK Radiant Heated Mouse Pads are CE certified and designed for safe everyday use. The product includes a 4-hour automatic shut-off as a standard safety feature.

To ensure safe use and maintain your warranty:

• Use only the supplied 24V power adapter;
• Do not place liquids on or near the product;
• Do not fold, cut, or puncture the heating surface;
• Do not use the product if the cable or adapter shows visible damage;
• Keep the product away from flammable materials when in use;
• Do not place a laptop directly on the heated surface — this may cause the laptop to overheat.

5. Contact

For returns, warranty claims, or any questions about this policy:

Email: info@noteak.com

NOTEAK. Goede Reede 1, 3845 MD Harderwijk, The Netherlands. NOT RETURN ADDRESS.

We aim to respond to all enquiries within 2 business days.

This Return & Warranty Policy was last updated in March 2026 and applies to all orders placed on noteak.com. Your statutory rights under applicable EU and national consumer law are not affected by this policy.