Refunds & returns policy

Returns. You may return any Neuroderm product within 30 days of delivery for a full refund of the purchase price, whether the product is opened or unopened. We do not require you to explain why. Request a return by emailing support@neurodermskin.com or calling +1 (832) 808-7286 and we will send a prepaid return label.

The window runs from the date the carrier records delivery, not the date you ordered. If a delivery is delayed we extend the window by the length of the delay.

Refunds. Once your return is scanned by the carrier we issue the refund to the original payment method within 3 business days. Your bank typically posts it within a further 5–10 business days. Original shipping charges are refunded when the return is due to a fault, an incorrect item or a shipping error on our side; on a change-of-mind return the original shipping charge is retained and return shipping is free.

Refunds always go back to the card or payment method used for the original order. We cannot refund to a different card, to a bank account, or as store credit unless you specifically ask for store credit instead.

If the original card has expired or been cancelled, contact us — your bank will usually still route the refund to the replacement card on the same account, and we will confirm once it has been sent.

Cancellations. Orders can be cancelled at no cost at any time before they are dispatched. Most orders dispatch within one business day, so contact us as soon as possible. If your order has already shipped, refuse delivery or use the returns process above — either way you receive a full refund.

We do not charge a restocking, handling or cancellation fee under any circumstances.

Damaged, faulty or incorrect items. Tell us within 30 days and we will send a replacement or a full refund, whichever you prefer, at no cost. We do not ask you to return a damaged item.

A photograph helps us fix the underlying problem with the carrier or the pack line, but it is not a condition of your refund.

Devices. Devices carry a 2-year warranty against manufacturing defects in addition to the 30-day return window. Warranty claims are handled by us directly, not by the manufacturer.

Devices must be returned with their charging base or controller and any included accessories. Consumable items supplied with a device — for example conductive gel — do not need to be returned and are not deducted from the refund.

Free samples and promotional items have no cash value and are not refundable, though you never need to return them.

We cannot accept returns of products that have been decanted into another container, or products purchased from a reseller rather than from this site. If you bought from a third party, that seller's policy applies.

No subscription. This is a one-time purchase. Neuroderm does not operate a subscription, auto-ship, membership or negative-option programme, and placing this order does not enrol you in any recurring charge. You will be charged once, for the total shown, in US Dollars.

If you do not recognise a charge. Charges appear on your statement as "NEURO", which is not the store name. Before disputing a charge with your bank, please contact us at support@neurodermskin.com or +1 (832) 808-7286 — we answer within one business day and can usually resolve it the same day, which is considerably faster than a bank dispute.

Contacting us first also means you are not out of pocket while a dispute is investigated, which can take up to 90 days.

Email support@neurodermskin.com with your order number, or call +1 (832) 808-7286 during Monday–Friday, 9:00am–6:00pm CT. We will email you a prepaid return label within one business day.

Post the item back using the label. You do not need the original packaging. Once the carrier scans it, your refund is processed.