Epilepsy Alarms Customer Service

Customer Service & Policies

Order online securely

Mercari Ltd (New Zealand – Business number 9429046820471) uses the Paypal Payment Gateway for its online credit card transactions. Paypal processes online credit card transactions for thousands of merchants worldwide, providing a safe and secure means of collecting payments via the Internet. All online credit card transactions performed on this site using the Paypal gateway are secured payments.

Payments are fully automated with an immediate response.
Your complete credit card number cannot be viewed by us or any outside party.
All transaction data is encrypted for storage within Paypal’s bank-grade data centre, further protecting your credit card data.
This Website at no time touches your funds; all monies are directly transferred from your credit card to the Paypal merchant account held by Mercari Ltd.

Delivery policy

We will send your goods free via Tracked Post or Courier. We endeavour to send any order within three to five business days after receiving your ID and delivery address information provided at time of payment. If goods are out of stock, delivery may take up to 14 days longer. International shipments may vary.

A tracking number will be supplied via email upon dispatch. If no-one is at the delivery address at the time a card will be left in the letterbox. The parcel will be then made available for collection at the local post or courier office.

The purchaser is responsible for any potential customs, import, duties or associated costs into their country of delivery.

All Alarms are tested and confirmed as working on the Cellular network prior to shipping. We cannot guarantee, nor accept any liabilities for 3rd party network coverage (similar to any seller of a mobile device) that when the alarm is used there will be an adequate signal. We will not refund on the basis of inadequate coverage.

It is the purchaser’s responsibility to provide the correct SIM card.The end user is responsible for providing the correct frequency SIM Card. Mercari provides dual band 3g 850/1900mhz as standard for NZ, Australia, Europe, Canada, USA & pacific Islands. Uk is provided Dual band 2g 900/2100mhz only.

Fall Detection

The alarm has in built ‘serious fall’ detection, however activation relies on height, velocity and angle the device is impacted with. It is designed to alert for Serious Falls, therefore, for example, if the user has a fall of less than 1m in height, slides slowly down a wall before impact, falls onto soft carpet or grass the device may not register height, impact or velocity to activate the alarm. In this case if the user does not hear the alarm beeping after 10 seconds, the user ca press the SOS button. 

The fall detection has sensitivity settings which can be adjusted to be more (very) sensitive or less sensitive. Please adjust these settings to your unique circumstances

Lost Manual

If you no longer have a copy of the User Manual you can download it or email us at  [email protected]

For more information on our policies & Terms & Conditions, please use the links below

Legal Disclaimer

Privacy Policy

Returns & Refunds

Terms & Conditions