Refund Policy

REASONS FOR RETURNING OR EXCHANGING YOUR ITEMS

A Change in Size

We understand that choosing the perfect size online isn’t always easy. If the size you ordered doesn’t fit as expected, simply submit a request through our Return Portal, and let us know the size you’d prefer. While we’re happy to accommodate size exchanges, here are a few important details to keep in mind:

• Refunds for sizing errors are not provided.
• Only one free size exchange is permitted per order.
• Please double-check the updated size to ensure it’s the right fit.
• Items must be unworn, unwashed, and in their original packaging with all tags attached.

We’re here to help, so don’t hesitate to reach out if you have questions about sizing before or after placing your order.

Wrong Item Delivered

At Neurozesty, we strive to ensure that every order is accurate, but occasional mix-ups can happen. If you’ve received an item that’s different from what you ordered, we’ll make it right as quickly as possible.

To process your request:

• Attach a clear photo of the incorrect item when submitting your request via our Return Portal.
• This helps us verify the error and resolve the issue without delay.

Rest assured, we’ll promptly send you the correct item at no additional cost.

Package Lost in Transit

We know how frustrating it can be to wait for a package that doesn’t arrive. If your package is lost during transit, we’ll take care of it. Here’s how we handle such situations:

• If your order hasn’t arrived within the estimated delivery time outlined in our Shipping Policy, plus an extra 15 business days to account for any unexpected delays, please submit a request through our Return Portal immediately.
• If your tracking information hasn’t been updated for more than 10 business days, let us know and we’ll send a replacement order free of charge. To ensure we can assist you effectively:

• Notify us within 10 business days of the last estimated delivery date.
• Stay updated on your tracking information, as carriers often provide critical details regarding delivery attempts or issues.

Damaged or Faulty Items

Quality is at the heart of what we do at Neurozesty. Each item goes through multiple quality control checks before being shipped, but sometimes issues may still arise.

If you receive an item that is damaged or defective:

• You don’t need to return the damaged item unless instructed.
• Please provide a clear photo of the damage via the Return Portal.
• We’ll send you a replacement item at no additional cost.

We take pride in delivering high-quality products and will make sure you’re taken care of in the rare event of an issue.

How to Submit Your Request

If any of the above situations apply, please submit your return or exchange request using our Return Portal

Why We Value Your Feedback

We’d also love to hear the reasons behind your return or exchange. Your insights help us improve our products, services, and overall customer experience.

Additional Notes on Returns and Exchanges

• Neurozesty does not currently provide prepaid shipping labels for returns. Customers are responsible for shipping costs when returning items for exchanges.
• Any outbound shipping costs paid during the original order are non-refundable.
• We’re committed to making your experience as smooth and enjoyable as possible.

WE DO NOT ACCEPT RETURNS, REFUNDS, OR EXCHANGES IF:

• You’ve changed your mind about your purchase.
• You fail to obtain return authorization through our Return Portal.
• Your return request is submitted after 14 days of delivery.
• You want an exchange for a different print, color, or style (only size exchanges are allowed).
• You placed the order as a test, by accident, or request a cancellation after the order is placed.
• The item(s) have been worn, washed, or altered.
• The item(s) are swimsuits, bikini sets, bikini bottoms, swim trunks, or boxer briefs.
• The item(s) are defective due to reasons not caused by Neurozesty.
• The item(s) are missing original tags or packaging.
• The item(s) are marked as Final Sale.
• You’re requesting a refund, we only offer exchanges or store credit.

REFUSED PACKAGES

If you choose to refuse a shipment from Neurozesty, the following charges will apply:

• Original Shipping Costs: Will not be refunded.
• Customs Duties: Any customs duties or taxes incurred to re-import the package will be your responsibility.
• Return Shipping Costs: Will be deducted from your store credit.

Since every item is custom-made just for you, refused or returned packages will be subject to a 70% restocking fee. The remaining balance (after deductions) will be issued as store credit, or the package can be re-shipped to you at your expense.

Price Adjustments

We do not offer price adjustments for purchases that have already been completed.

Need Further Assistance?

If you have any questions or need clarification regarding our return and exchange policy, contact us through our Return Portal or email us at help@neurozestyclub.com.