Refund Policy
Canceling an order:
We can only normally cancel your order within 24 hours of the order being placed. After 24 hours we are unable to cancel as most orders will have already been shipped. We cannot stop or cancel an order that has already been shipped. If we are unable to cancel your order, we will be happy to provide you with a free return label for your order once it arrives to you and we will provide you with a full refund after the package is sent back to us. Please do not open the package or contents. Print the free return label we will send to your email, attach to the original packaging, and drop at your local post office.
Address or Order Changes:
If you need to make a change to your address or your order, you have 24 hours from the time your order is placed to contact us via email at support@neolure.com otherwise your order will be shipped out and we will not provide a refund.
Order Refunds/ Replacements / Exchanges
If for any reason an issue occurs with your order we will always first immediately send a replacement order with fast 3 business day USPS shipping to US customers and standard 9-12 business day shipping to customers outside the US. If after the replacement order arrives you would prefer a refund, please email us and we will send you a free shipping return label so you may send it back to us. Once the replacement order has been returned we will immediately issue a full refund of the purchase price to the original method of payment. We understand sometimes orders get lost or damaged in transit so if this happens please contact us at support@neolure.com and we will be happy to assist you!
Returns:
If you are unsatisfied with our products our return policy lasts 7 days from the day that your order was delivered. If 7 days after delivery have gone by, unfortunately we can’t offer you a refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and un-opened. So please make sure you do not open it or we will not be able to provide a refund. Please contact support@neolure.com to start the return process. If your order applies, we will be happy to send you a free shipping return label.*
If you are unsatisfied with our products our return policy lasts 7 days from the day that your order was delivered. If 7 days after delivery have gone by, unfortunately we can’t offer you a refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and un-opened. So please make sure you do not open it or we will not be able to provide a refund. Please contact support@neolure.com to start the return process. If your order applies, we will be happy to send you a free shipping return label.*
We understand that sometimes packages get lost or delayed in shipping so if your package does not make it to you within the time frame stated on our shipping policy we will gladly offer you a replacement order with fast shipping.*
* US customers only, (fast shipping indicates 3-4 day USPS priority mail) all other customers will be subject to standard replacement shipping times which could take up to 15 business days for delivery.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require an order number, receipt, or proof of purchase. Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
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 then notify you of your refund and your refund will be processed, and a credit will automatically be applied to your credit/debit card or original method of payment, normally within 5-7 business days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@neolure.com.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, please contact us to arrange for sending back the product(s)
Most times we are able to provide you with a free shipping return label. If not you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require an order number, receipt, or proof of purchase. Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
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 then notify you of your refund and your refund will be processed, and a credit will automatically be applied to your credit/debit card or original method of payment, normally within 5-7 business days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@neolure.com.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, please contact us to arrange for sending back the product(s)
Most times we are able to provide you with a free shipping return label. If not you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.