Refund policy

Our refund window starts from the day you receive the product and lasts up to 60 days for items purchased directly through the Neolco site. Items purchased on other sites besides Neolco adhere to  that specific site's refund policy.

Please note that submitting a request is not a guarantee that it will be approved. Neolco monitors all claims to identify potential misuse or abuse of our refund policies. We reserve the right to refuse service to anyone and will handle each request individually.

  • Requests for high-value orders may take longer to review and may be refunded as store credit.
  • Refund Policy Exclusions:
    • Items returned to Neolco without an approved request cannot be processed and will be refused and returned to the sender.
    • Please return the correct item, Neolco is unable to keep items that were mistakenly sent to us.
    • Engaging in abusive activity such as initiating chargebacks or refusing orders may result in warnings, Rewards Credit program suspension or forfeiture, or a permanent Neolco account suspension.
    • Neolco reserves the right to limit or deny requests deemed to violate or abuse our policies or involve any fraudulent activity.

Please read the appropriate sections below to learn more about Neolco official refund policy.

Refunds

If you want to refund your purchase, please know that the refund period begins the day you receive your product. This policy applies to purchases from the Neolco website only.

To initiate a refund, please submit a request either through your orders details page or by contacting our Customer Support team. Some items have different refund options depending on the item or refund reason. 

If your request is approved, you may receive a 'Return Label Email' with detailed instructions. Please follow all the instructions to complete the process. Please note the following:

  • Please do not discard the product(s) until you receive confirmation that your refund was approved. You may need to provide additional photo documentation for approval.
  • Compensation may be granted as a store credit or back to the original payment method at Neolco's discretion.
  • After you submit your return request, you will need to return your package within 14 days.
  • Returned items must be in the same condition as received and in the original packaging. If items are used, damaged, missing parts, or damaged due to improper packaging, Neolco may issue partial compensation to your account for the decreased value of items.
  • Refund requests for larger orders may take longer to review and will be processed at Neolco discretion. Please note that approved requests may only be compensated with store credit.

International Refunds

Please note that for international orders, Neolco does not provide a shipping label for returns.

  • The total refund compensation for international orders may differ from the original purchase total due to shipping fees and any additional fees incurred to return the products to our warehouse (including return postage, handling, storage, and quarantine fees).
  • Not all international carriers return orders to Neolco. In most cases, unclaimed or refused orders are held in the carrier's warehouse until they are destroyed. Destroyed orders are not eligible for any compensation by Neolco.

Replacements

To initiate a replacement order, please submit a request through your orders details page. If your request is approved, you will receive a 'Return Label Email' with detailed instructions and a reshipment order confirmation email. Please follow all the instructions below to complete the reshipment process:

  • Original item(s) need to be returned within 60 days to avoid being charged for both the original and replacement.
  • Items must be in the same condition as received, in the original packaging. If items are used, damaged, missing parts, or damaged due to improper packaging, you may incur a fee to account for the decreased value of items.
  • Some item(s) may not be eligible for a replacement order. This applies at Neolco discretion. 

Refund Policy Exclusions
  • Mistaken Returns
    • Please make sure you are returning the correct item. Neolco is unable to keep items that are mistakenly sent to us and we cannot guarantee their return or provide compensation.
  • Unapproved Returns
    • Please make sure to submit a refund request form prior to sending anything back to us. Items returned without a return request are unapproved and will be refused and returned to the sender.
  • Refund Policy Violations 
    • Customers may not misuse reviews, refunds, or payment dispute processes. Our full policy below outlines Neolco expectations for customer behavior.
    • Please note that engaging in activity as described in this policy may result in warnings, Rewards Credit program suspension or forfeiture, and a permanent Neolco account suspension. 
    • When we review customers' violations, we look at the unique circumstances and the customer’s history.
    • We make decisions based on the situational evidence and patterns of behavior that may create a negative experience for other Neolco customers and team members.

Behaviors we don't allow:

  • Not complying with our Code of Conduct. 
    • Participants in Neolco Rewards Program and Reviews Program, customers, vendors, visitors to the site, and stakeholders are expected to comply with the Code of Conduct.
  • Refusing orders
    • Repeatedly not claiming or refusing orders from customs or carriers. 
  • Making false claims.
    • Claiming an item was not received when there is proof of delivery to the address on the Order details page.
    • Falsely claiming an item was not as described.
    • Falsely reviewing an item.
  • Misusing refunds.
    • Returning an item other than the original item received.
    • Returning an item that was used or damaged.
    • Creating duplicate or excessive claims.
    • Consistently submitting refund requests after 60 days of purchase.
  • Payment disputes.
    • Claiming an item was not received and creating duplicate or excessive payment disputes or chargebacks with your financial institution.

Additional information:

Acceptable buying practices include adherence to the following policies:

  • Updated Contact information
    • All Neolco customers must keep their account details up to date. We will act when we know a member has false or missing contact information.
  • Using multiple accounts
    • Registering new accounts or using other existing accounts to take advantage of our Rewards programs is not allowed. Please read our rewards program FAQ for more information.

Why does Neolco have this policy?

  • We want to make sure Neolco is a safe place for our customers to purchase and review their wellness products. To make Neolco a safe place, we hold our customers to certain standards. When customers do not follow these standards we take action to protect our community and team members.

Right to Modify Policy

Please note that submitting any claim does not guarantee approval. Neolco retains the right to limit or refuse requests, as well as close Neolco accounts that violate or abuse our policies or engage in fraudulent activity. Neolco also reserves the right to modify the terms of this refund policy at any time.

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