Refund policy

We strongly believe in our products and want every customer to leave satisfied.

EU Right of Withdrawal

If you are an EU consumer, you can cancel your order before fulfillment or withdraw within 14 calendar days of delivery without giving a reason. Once you request a withdrawal, you have an additional 14 calendar days to ship the items back at your own expense.

Hygiene Exception: For reasons of health protection and hygiene (Article 16(e) of Directive 2011/83/EU), your right to withdraw expires completely once a product is opened, unsealed, or used. These items cannot be returned or refunded.

Return Eligibility

To be eligible for a return, products must be returned unopened, in their original, sealed product packaging. Any gum or mint product with a broken protective seal or opened packaging is excluded from refunds.

Returns must include all original branded display packaging, inserts, and labels. (Note: You are permitted to open the external shipping/mailing box to inspect your delivery, but the actual product seals must remain completely intact).

How to Make a Return

To exercise your right of withdrawal, use the "Withdraw Order" link in our footer or email hello@getneuro.eu with your order details.

If you used guest checkout, click the footer link and enter your original purchase email. You will receive a 6-digit verification code for direct access to submit your withdrawal.

You must arrange and mail the return yourself. Once your withdrawal is requested, we will email you the correct return fulfillment warehouse address. We strongly recommend using a trackable shipping service, as we cannot refund items lost or damaged in transit.

Refund Timeline & Processing

We will process your refund within 14 calendar days of receiving your withdrawal request. Please note that we may withhold the refund until we have received the returned goods or you have provided proof of return postage, whichever occurs first.

Once your return is received and inspected, we will email you to confirm its receipt and the approval or rejection of your refund. If approved, the refund will be issued automatically to your original payment method. We will refund the product price and standard initial delivery costs. However, premium shipping upgrades and return shipping expenses are non-refundable.

Late or Missing Refunds

If you haven’t received your refund yet, please first recheck your bank account. Next, contact your credit card company and your bank. There is often an internal processing delay before a refund is officially posted to your account.

If you have completed these steps and still have not received your refund, please contact us at hello@getneuro.eu.

Damaged or Incorrect Orders

If your order arrives damaged or incorrect, contact us at hello@getneuro.eu with photos or a short video showing the product, the shipping label, and the specific issue. For verified defects, we will arrange a replacement or refund at no extra cost to you.

Please note that opened or unsealed goods are eligible for replacement or refund only if they arrive defective or incorrect.