Refund policy

Return & Refund Policy

Last Updated: May 25, 2025

At NeuroGlow, we want you to love what you wear and feel great doing it. But if something doesn’t go quite right, we’re here to make it right — with clear, fair return and refund options.

Return Rights & Eligibility

🇪🇺 EU & EEA Customers – Right of Withdrawal

In accordance with EU consumer law, customers within the EU/EEA have the legal right to withdraw from their purchase within 14 days of receiving the item — without needing to provide a reason.

To qualify:

  • You must notify us within 14 days of receiving your order.

  • Items must be unused, in their original condition and packaging.

  • Return shipping is your responsibility, unless the product is defective or incorrect.

❗ Note: EU law does not apply to custom-made/personalized goods or hygiene-related items (see “Non-Returnable Items” below).

🕒 30-Day Claims Policy (All Customers)

Regardless of location, if your order arrives damaged, misprinted, defective, or never arrives, you have 30 days to report the issue. This includes:

  • Manufacturing defects

  • Printing errors

  • Lost packages (must be reported within 30 days of the estimated delivery date)

Approved claims are either replaced at no cost or refunded in full, depending on your preference and the situation.

🚫 Non-Returnable & Non-Refundable Items

The following items cannot be returned or refunded unless there's a verified manufacturing defect:

  • Digital downloads & gift cards

  • Customized or made-to-order items

  • Face masks or other sealed hygiene products

  • Final sale items

  • Items returned used, damaged (not due to our error), or outside the 30-day window

  • Orders returned due to buyer’s remorse, wrong size, or preference

We do not offer size exchanges unless approved in advance, and any such reorders are at the customer’s expense.

💰 Refunds & Replacements

Once your return or claim is reviewed and approved:

  • You’ll receive either a replacement or a refund to your original payment method.

  • Refunds typically reflect within 5–10 business days, depending on your payment provider.

If the issue is due to an error on our fulfillment partner’s side (Printful), you’ll receive full coverage — including shipping and replacement costs.

Shipping & Handling Issues

  • Wrong Address: If an incorrect or incomplete address is submitted at checkout, the shipment will be returned. You’ll be responsible for reshipment once a corrected address is provided.

  • Unclaimed Packages: If a shipment goes unclaimed, it will be returned to the Printful facility and held for 30 days. After that, it may be donated to charity.

  • Returned by Customer: Please contact us before returning any item. Unauthorized returns may not be processed or refunded.

📣 EU Consumer Rights Reminder

Under Directive 2011/83/EU, the right of withdrawal does not apply to:

  1. Items made to order or personalized specifically for the buyer.

  2. Sealed items unsealed after delivery and not suitable for return due to hygiene reasons.

🧾 Start a Return or File a Claim

To start a return or report an issue, please email us at:
📧 info@neuroglow.us

Include:

  • Your order number

  • A brief description of the issue

  • Clear photos of the item and packaging (if applicable)

We’ll respond as soon as possible to resolve it for you.

🤝 Contact

If you have any questions about our policy or need assistance with a return, get in touch:

📧 info@neuroglow.us