Return & Refund Policy

We want you to be completely happy with your purchase. If for any reason you’re not satisfied, you may return your order within 60 days of delivery, subject to the conditions outlined below.

Return Conditions

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

  • The return must be initiated between 30 and 60 days of delivery. Please allow at least 30 days to evaluate your results before requesting a return, as optimal outcomes from plasma pen treatments typically take time to develop.
  • The product must be returned in its original sealed packaging, with the hygiene seal unbroken. If the seal has been opened, returns are accepted but subject to a 25% resanitization and restocking fee.
  • The product must be in its original condition, free of physical damage beyond normal use.

Return Shipping

The customer is responsible for all return shipping costs. We recommend using a trackable shipping method, as we cannot be held responsible for items lost in transit during a return. Original shipping charges are non-refundable.

How to Initiate a Return

  1. Contact us at hello@neuderma.co within 60 days of delivery with your receipt or proof of purchase.
  2. Our team will confirm eligibility and provide the return shipping address.
  3. Ship the item back using a trackable carrier and share your tracking number as proof of return.
  4. Once we receive and inspect the return, your refund will be issued to your original payment method within 2–5 business days.

Incorrect Shipping Address

We are unable to issue refunds for orders shipped to an incorrect address provided by the customer. Please double-check that your shipping address is accurate before placing your order, and include any delivery instructions needed to ensure a successful delivery.

Refused Shipments

Please do not refuse delivery of your package. Refused shipments are significantly more likely to be lost or damaged in transit, which can make it difficult or impossible for us to process a refund. We are unable to take responsibility for packages that are lost or compromised after being refused at delivery. Following our standard return process is the best way to protect your order and your refund eligibility.

Order Cancellations

If you need to cancel your order, please email us as soon as possible at hello@neuderma.co. Please note the following:

  • If your order has already shipped and cannot be intercepted, cancellation is not possible. You will need to receive the order and follow our standard return process to obtain a refund.
  • A cancellation request submitted 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 by then.
  • All cancellations are subject to a 3% transaction fee to cover payment processing costs associated with the transaction.

Final Sale Items

The following items are final sale and not eligible for return or refund:

  • Consumables, replacement tips, needle cartridges, and needle repair packs

Sale & Discounted Orders

Only regular-priced items are eligible for a refund. Items purchased while on sale or with a discount code cannot be returned or refunded.

Stolen or Missing Packages

If your package is marked as delivered by the carrier but has been stolen or cannot be located, we are unable to take responsibility for reimbursement. To reduce the risk of theft or missed deliveries, we recommend:

  • Shipping to a work address or location where someone will be present at the time of delivery.
  • Requesting delivery to a local post office, carrier store, or designated pickup location.

Additional Notes

  • Orders placed through third-party retailers must follow that retailer’s return policy.