Refund policy
Return & Refund Policy
Last updated: August 27, 2026
At NeuroGlow by NAS, we want you to feel confident when ordering. This policy explains your statutory consumer rights and our process for returns, refunds, replacements and complaints.
EU/EEA RIGHT OF WITHDRAWAL
If you are a consumer in the EU or EEA, you generally have the right to cancel your purchase within 14 days without giving a reason.
The 14-day period begins on the day after you, or someone you have nominated, receives the goods.
To exercise your right of withdrawal, contact us at info@neuroglow.us within 14 days and clearly state that you wish to cancel your purchase. Please include your order number.
After notifying us, you must return the goods without undue delay and normally within 14 days.
The goods may be examined in the same way as they would be in a physical store. If the goods have been used or handled more than necessary to establish their nature, characteristics and function, we may deduct an amount corresponding to any loss in value.
You are normally responsible for the direct cost of returning an item unless the item is defective, incorrect or we have agreed otherwise.
EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
The right of withdrawal does not apply to goods that have been made to the consumer’s specifications or clearly personalized for the consumer.
A standard garment printed after an order is placed is not automatically considered personalized. Standard NeuroGlow garments are therefore generally covered by the right of withdrawal unless they have been specifically customized for you.
Sealed goods that are not suitable for return for health or hygiene reasons may be excluded from the right of withdrawal if the seal has been broken.
Your statutory rights are not affected by this policy.
FAULTY, DAMAGED OR INCORRECT ITEMS
If your item is faulty, damaged, misprinted or incorrect, contact us at info@neuroglow.us as soon as possible. Please include your order number, a description of the problem and clear photographs where relevant.
We will assess the issue and, where we are responsible, provide an appropriate remedy in accordance with applicable consumer law. This may include a replacement, repair, price reduction or refund.
If the problem was caused by our fulfilment or production partner, we will handle the matter with them on your behalf. You will not be charged for a replacement or return caused by our error.
LOST OR DELAYED ORDERS
If your order has not arrived within the estimated delivery period, contact us at info@neuroglow.us. We will investigate the shipment with the delivery provider and help resolve the issue.
RETURNS CAUSED BY AN INCORRECT ADDRESS
Please check your delivery address carefully before completing your order.
If an order is returned because an incorrect or incomplete address was provided, additional delivery costs may apply if you request that the order is shipped again. This does not affect any statutory consumer rights that may apply.
REFUNDS
When you validly cancel an order, we will refund the payments we have received, including the cost of the cheapest available standard delivery option.
We may wait to issue the refund until we have received the returned goods or you have provided evidence that they have been sent back.
Refunds are made to the original payment method. Your payment provider may require additional time to process the refund.
SIZE AND EXCHANGE POLICY
We do not guarantee size exchanges. If you selected the wrong size, you may still have a statutory right of withdrawal where applicable. In that case, contact us before returning the item so that we can provide the correct return instructions.
HOW TO START A RETURN OR COMPLAINT
Email:
info@neuroglow.us
Please include:
- Your order number
- Your name and email address
- Whether you are requesting a withdrawal, refund or reporting a faulty item
- A short description of the issue
- Photographs of the item and packaging, if relevant
We normally respond within 24 hours on business days.
CONTACT INFORMATION
NeuroGlow by NAS
Blackensvägen 7B
125 32 Älvsjö
Sweden
Phone: +46 73 386 86 85
Email: info@neuroglow.us