neuplena

Return Policy

At neuplena, we aim to maintain a fair, clear, and consistent return process. This Return Policy explains the eligibility requirements, timelines, and procedures for returns and refunds, helping ensure transparency for all customers.

If you have any questions regarding returns or refunds, please contact our customer support team at [email protected] before initiating a return.

1. Return Eligibility & Timeframes

We accept return requests under the following circumstances:

Change of Mind Returns

Return requests for reasons unrelated to product quality must be submitted within 7 days of delivery. In these cases, return shipping costs are the responsibility of the customer.

Defective, Damaged, or Incorrect Items

If you receive an item that is defective, damaged, of unsatisfactory quality, or does not match the product description, you may request a return or refund within 30 days of delivery. If we confirm the issue, we'll take care of the return shipping for you. You can choose either a replacement or a refund, depending on what works best for you.

All return requests are subject to the conditions outlined below.

2. Conditions for Returned Items

To be eligible for a return, items must meet all of the following conditions:

Items must be unused, unworn, and unwashed
Items must be returned in their original condition
Original packaging must be intact
Items must remain suitable for resale

Please note: Sale or promotional items are not eligible for return or exchange, unless the item is confirmed to be defective or incorrect upon delivery.

3. Delivered but Not Received

If a package is marked as delivered but has not been received, please contact us within 24 hours of the delivery confirmation and provide reasonable proof of non-receipt. Once the claim has been reviewed and verified, neuplena will arrange a replacement or refund, as appropriate.

4. Special Circumstances

Refused Deliveries

If a package is refused, refunds will only be processed after the returned item has been received and inspected. Please note that original shipping fees are non-refundable.

Unauthorised Returns

Please check with us before sending anything back — unapproved returns might not be accepted. Shipping costs for returns sent without approval will need to be covered by the sender.

Fraud Prevention

To prevent misuse, neuplena reserves the right to refuse returns involving excessive wear, misuse, suspected fraud, or violations of this policy.

5. Return Process & Refunds

To initiate a return, please contact [email protected] and provide the following information:

Order number
Reason for return
Relevant photos or supporting details (if applicable)

Once the returned item has been received and inspected, approved refunds will be issued to the original payment method.

Estimated refund processing times:

PayPal: typically 3–5 business days
Credit/Debit cards: 3–15 business days, depending on the issuing bank

6. Return Address

Return addresses are provided on a case-by-case basis. Please contact: [email protected] to receive the correct return address and detailed instructions before sending any items back.

Our customer support team is here to assist you throughout the return process and ensure a smooth and professional experience.

Processing Time: We will process your refund within 3 to 5 business days after we receive and inspect the returned item at our warehouse.

Thank you for your interest in neuplena.

Your Cart

Out of stock