Return & Refund Policy
If for any reason you are not happy with your purchase, you can return your item within 60 days for a refund (below exceptions apply). If 60 days have gone by since receiving your item, unfortunately we can’t offer you a refund.
We do not refund items sent to an incorrect address given by the customer. Please make sure that the address you provide is accurate and that any delivery instructions needed are specified.
How to complete your return:
1. Email us at hello@neuderma.co with your receipt or proof of purchase.
2. Follow the return instructions provided by our team.
3. Share your tracking number, as proof of return.
The customer is responsible for paying all shipping costs associated with the return. Shipping costs are non-refundable.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Please share the tracking number of your return with us once you send it back, as this is your proof of return.
Late or missing refunds (if applicable)
It usually takes 2-5 business days for your refund to appear in your bank statement. If the suggested time period has passed and you still haven't received your refund, please contact us at hello@neuderma.co.
Cancellations
If you need to cancel your order, please let us know by sending us an email (hello@neuderma.co). However, if your order has already shipped out and cannot be intercepted, you may not cancel your order. You will need to wait to receive your order and then send it back to our return address to obtain a refund. Please note that a cancellation request prior to order fulfillment does not guarantee that we can accept your cancellation. Our support team may take some time to see your request and your order may have already shipped out by then. **Cancellations for orders paid via PayPal include a charge fee of 2.9% + $0.30.
Sale items and discounted orders (if applicable)
Only regular priced items may be refunded. Sale items and orders placed with a discount code cannot be returned.
Exchanges (if applicable)
We only replace items if the products themselves are defective or damaged. If you need to exchange it for the same item, send us an email at hello@neuderma.co. Also, please include a photo of the defective item in the email; it will help the team resolve your case quicker and send you a replacement right away. Claims about defective products can only be made 7 days after receiving your order.
If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Stolen or missing packages
If your package is stolen after delivery or it is marked as delivered by the carrier, we cannot take responsibility for reimbursement. If you won't be home when a package is delivered, consider having your order shipped to your office, or a store/post office for pick up. You can also provide specific instructions or schedule a delivery time that's convenient for you.
We do not refund items sent to an incorrect address given by the customer. Please make sure that the address you provide is accurate and that any delivery instructions needed are specified.
How to complete your return:
1. Email us at hello@neuderma.co with your receipt or proof of purchase.
2. Follow the return instructions provided by our team.
3. Share your tracking number, as proof of return.
The customer is responsible for paying all shipping costs associated with the return. Shipping costs are non-refundable.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Please share the tracking number of your return with us once you send it back, as this is your proof of return.
Late or missing refunds (if applicable)
It usually takes 2-5 business days for your refund to appear in your bank statement. If the suggested time period has passed and you still haven't received your refund, please contact us at hello@neuderma.co.
Cancellations
If you need to cancel your order, please let us know by sending us an email (hello@neuderma.co). However, if your order has already shipped out and cannot be intercepted, you may not cancel your order. You will need to wait to receive your order and then send it back to our return address to obtain a refund. Please note that a cancellation request prior to order fulfillment does not guarantee that we can accept your cancellation. Our support team may take some time to see your request and your order may have already shipped out by then. **Cancellations for orders paid via PayPal include a charge fee of 2.9% + $0.30.
Sale items and discounted orders (if applicable)
Only regular priced items may be refunded. Sale items and orders placed with a discount code cannot be returned.
Exchanges (if applicable)
We only replace items if the products themselves are defective or damaged. If you need to exchange it for the same item, send us an email at hello@neuderma.co. Also, please include a photo of the defective item in the email; it will help the team resolve your case quicker and send you a replacement right away. Claims about defective products can only be made 7 days after receiving your order.
If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Stolen or missing packages
If your package is stolen after delivery or it is marked as delivered by the carrier, we cannot take responsibility for reimbursement. If you won't be home when a package is delivered, consider having your order shipped to your office, or a store/post office for pick up. You can also provide specific instructions or schedule a delivery time that's convenient for you.