Refund Policy

Refund & Exchange Policy

At NeuroZesty, every item is made to order, printed and produced specifically for you. Because of this, our return and exchange policies differ from traditional retail. Please review the policy carefully before placing your order.

1. General Policy (Non-EU Customers)

For customers outside the European Union:

We do not accept returns, refunds, or exchanges for the following:

  • Wrong size selected
  • Change of mind / buyer’s remorse
  • Selecting the wrong color, print, or style
  • Ordering by accident

2. Damaged, Defective, or Incorrect Items

If there's an issue with your order, we’ll make it right.

You may request a replacement or refund within 14 days of delivery if your item arrives:

  • Damaged
  • Defective
  • Clearly not what you ordered

How to submit a request:
Use our Returns Portal (in the menu/footer) or email help@neurozestyclub.com with:

  • Your order number
  • Clear photos of the issue
  • A brief description of the problem

Important:

  • You do not need to return defective items unless we request it.
  • If a return is required, we’ll provide the correct return address (US, EU, or Canada) based on your production location.

3. EU Customers – 14-Day Right of Withdrawal

If you're located in the European Union, you may have the legal right to withdraw (cancel) your order within 14 days of receiving it, even if the item is not defective.

Requirements:

  • Items must be unused, unworn, and in original condition.
  • Submit your request within 14 days via the Returns Portal or email.
  • Return shipping costs are the customer’s responsibility.

Once the item is received and inspected, we will issue your refund.

Note: This legal right applies only to EU customers.

4. Lost Packages

If your package appears lost:

  • If tracking shows no updates for 10 business days, contact us.
  • If your order has not arrived 15 business days after the estimated delivery window, reach out immediately.

We will investigate and provide a replacement where appropriate.

Please notify us within 10 business days of the last estimated delivery date so we can assist effectively.

5. Return Shipping & Costs

  • We do not provide prepaid return labels.
  • Return shipping costs are the customer’s responsibility unless the return is due to an error on our side.
  • Original shipping fees paid at checkout are non-refundable.

6. Refused Packages

If you refuse delivery:

  • Original shipping charges are not refunded.
  • Any customs fees required to return the package are the customer’s responsibility.
  • Refused packages incur a 70% restocking fee due to the custom-made nature of our items.

The remaining balance will be issued as store credit, or the order can be reshipped at your expense.

7. Items Not Eligible for Return or Refund

We cannot accept returns or exchanges for:

  • Change of mind / buyer’s remorse (non-EU customers)
  • Wrong size selection (non-EU customers)
  • Wrong color, print, or style
  • Worn, washed, or altered items
  • Items missing tags or original packaging
  • Final Sale items
  • Swimsuits, bikini bottoms, bikini sets, trunks, boxer briefs
  • Requests submitted after the 14-day window
  • Defects caused by misuse or non-manufacturer reasons
  • Digital products

8. Processing Time

Once your request is approved and any required return is received:

  • Replacements are shipped as soon as production begins
  • Refunds (when eligible) are issued to the original payment method or as store credit
  • Processing typically takes 3–7 business days

9. Need Help?

We're here to help.

📩 help@neurozestyclub.com
or use the Returns Portal on our website.