Refund policy
Returns & Refunds
We want you to be happy with your purchase. If you are not fully satisfied, you may request a return within 30 days of delivery, subject to the conditions below.
Return Conditions
- Items must be unused, unopened, and in their original packaging in resalable condition.
- For health and hygiene reasons, opened or used skincare, cosmetic, and personal-care items cannot be returned unless they arrived damaged or defective.
- Proof of purchase (order number) is required.
How to Start a Return
Email support@neuutroogena.shop with your order number and the item(s) you wish to return. We will reply with return instructions. Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
Refunds
Once we receive and inspect your return, we will email you to confirm approval. Approved refunds are issued to your original payment method within 5–10 business days. Original shipping charges are non-refundable except where an item arrived damaged, defective, or incorrect.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, contact us at support@neuutroogena.shop within 7 days of delivery with a photo, and we will arrange a replacement or full refund at no cost to you.
Order Cancellations
Orders can be cancelled before they ship. Once an order has shipped, please use the return process above.