Return & Refund Policy

At Neutralea, we are committed to providing a simple, transparent, and stress-free experience. Your satisfaction is our priority.

Return & Refund Conditions

Required trial period
To prevent misuse, any return or refund request can only be submitted after at least 45 days of proper use.
All requests must be made within 30 days of purchase.

Change of mind / dissatisfaction
If your request is approved, the product must be returned:

With the remaining capsules
In its original packaging (bottle and box if applicable)
In good condition

Damaged or defective products
If your order arrives damaged or defective (broken bottle, defective capsules, expired batch, or shipping error), we will offer:

A free replacement, or
A refund, depending on the situation
No return is required in these cases.

First-time orders
For first-time customers, if the product is not suitable or you are unsatisfied, we will do our best to offer an appropriate solution (replacement, store credit, or refund).

Return Approval

All return requests must include a valid reason (a simple explanation is sufficient)
Requests are reviewed and approved by our support team
Neutralea reserves the right to refuse a return if the conditions are not met

Return Conditions (if approved)

The product must be returned in its original packaging, with remaining capsules
Returns must be sent via a parcel relay / pickup point service only

⚠️ Empty bottles, broken products, or returns without sufficient remaining capsules are not eligible for a refund.

Return Shipping Costs

Return shipping costs are the responsibility of the customer and are capped at a maximum of €14 (with proof).
In cases of proven defect or shipping error, return costs are fully covered by Neutralea.

Free or Promotional Products

Free items or promotional products are subject to the same return conditions and must be returned by the person who placed the order.

How to Request a Return

Please contact us:

By email: hello@neutralea.com
Via the contact form on our website

If your request is approved, we will send you detailed return instructions by email.

Refund Processing

Once the returned product has been received and approved:

Refunds are issued within 7 business days
Return shipping costs remain the customer’s responsibility (up to €4), unless otherwise stated

Important Notes

This policy applies within 30 days of delivery
A minimum 45-day trial is required before requesting a return
For hygiene and safety reasons, fully consumed products are not eligible for return

If you have any questions, our support team is always available at hello@neutralea.com