Refund policy

Refund & Return Policy

We offer a 7-day return window. You have 7 days after receiving your item to request a return.

To be eligible for a return, the item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You must also provide the receipt or proof of purchase.

To start a return, contact us at info.neuaura@gmail.com.
Return shipments must be sent to the following address:
[INSERT RETURN ADDRESS]

Items sent back to us without an approved return request will not be accepted.

For any questions about returns, you can contact us at info.neuaura@gmail.com.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is damaged, defective, or if you received the wrong item.

For a free replacement, you must provide a clear video of the unboxing. The video must show:

  • The sealed package before opening

  • The full unboxing process

  • The damaged or incorrect item

This is required for us to verify the issue and process a replacement.

Exceptions and Non-Returnable Items

We cannot accept returns on:

  • Perishable goods (food, flowers, plants)

  • Custom or personalized products

  • Personal care and beauty items

  • Hazardous materials, flammable liquids, or gases

We also do not accept returns for sale items or gift cards.

If you are unsure whether your item is eligible for return, please contact us at info.neuaura@gmail.com.

Exchanges

The fastest way to exchange an item is to return the original item. Once the return is accepted, you can make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period

If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

Items must be returned unused, with tags, in their original packaging, and with proof of purchase.

Refunds

Once we receive and inspect your return, we will notify you whether the refund is approved.
If approved, your refund will be issued to your original payment method within 10 business days.

Please note that your bank or credit card provider may take additional time to process the refund.

If more than 15 business days have passed since your refund was approved, contact us at info.neuaura@gmail.com.