Refund policy

Last updated: September 24, 2026

30-day return window

You may request a return within 30 calendar days after receiving your item. Requests made after 30 days are not eligible for a refund or exchange.

Starting a return

Contact info@neutrogone.shop with your order number, the item you want to return and the reason for the request. Do not send an item back before receiving return instructions.

Return label and address

After a return is approved, we will provide a prepaid return label. Follow the instructions and use the address printed on that label. Our designated return-processing address is:

5645 Barremore St, Houston, TX 77023, United States

Item condition

Where reasonably possible, return the item in the condition received and include the original packaging and order information. Items that are damaged through misuse or are missing substantial contents may not qualify for a full refund. This does not limit rights that cannot be excluded under applicable consumer law.

Damaged, defective or incorrect items

Contact us promptly if an item arrives damaged, defective or different from what was ordered. Include the order number and clear photographs when available so that we can review the issue.

Refund method and timing

After we receive and inspect the returned item, we process an approved refund within 1–3 business days. Refunds are issued to the original payment method, such as the credit card, debit card or PayPal account used for the purchase. Depending on the financial institution, it may take an additional 7–10 business days for the credit to appear.