Refund policy

Refund Policy

We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return. Returns in the first 14 days are free for the customer, after 14 days we may ask the customer to cover the logistical cost. We may ask for an upcharge fee from customers outside of our return hub country of Germany. We also offer partial refunds incase it is financially unreasonable to send the package back to germany. The refund amount in this case may vary from country to country.

To be eligible for a return, the item must be in the same condition as when you received it — unworn, unused, with tags attached, and in the original packaging. You will also need your receipt or other proof of purchase. if the original packaging is damaged, a refund will not be possible

To initiate a return, you can contact us at Support@neurorelax.net. Please note that returns must be sent to the following address: Zukunftsweg 6, 53343 Wachtberg, Germany

If your return is accepted, we will provide you with a return shipping label and instructions on how and where to send the package. Items returned to us without prior authorization will not be accepted.

If you have any questions about your return, you can contact us at any time at support@neurorelax.net.

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Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate and resolve the issue.

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Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

• Perishable goods (e.g., food, flowers, or plants)

• Custom-made or personalized items

• Personal care products (e.g., beauty products)

• Hazardous materials, flammable liquids, or gases

Please contact us if you have questions or concerns about a specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

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Exchanges

Returning the received item is the fastest way to get the item you want. If the return is accepted, you can purchase the new item in a separate order.

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European Union – 14-Day Withdrawal Period

Regardless of the above, if your order is shipped to the European Union, you have the right to cancel or return your order within 14 days without providing a reason. As described above, the item must be in the same condition as you received it — unworn, unused, with tags attached, and in the original packaging. You will also need your receipt or proof of purchase.

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Refunds

We will notify you once we have received and inspected your return and let you know whether your refund has been approved.

If approved, your refund will be automatically processed to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at  support@neurorelax.net

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