Refund & Return Policy

At Neuroloom, we are committed to delivering excellence in every aspect of your shopping experience. Our mission is to ensure that every product you receive meets the highest standards of quality and craftsmanship. However, we understand that exceptional circumstances may arise, and we have established a comprehensive Return and Refund Policy to address such instances with the utmost care and professionalism.

Scope of the Policy

This policy outlines the terms and conditions under which returns and refunds are processed. By placing an order with Neuroloom, you acknowledge and agree to adhere to the guidelines set forth in this policy.

Eligibility for Refunds

Neuroloom offers a full refund exclusively for items that are damaged, defective, or broken upon delivery. To qualify for a refund, the following conditions must be met:

Notification: You must notify our Customer Support team within 7 calendar days of receiving your order.
Evidence: You are required to provide clear photographic evidence of the damage or defect, along with a detailed description of the issue.
Inspection: All returned items are subject to a thorough inspection by our Quality Assurance team to verify the claim.

Once the claim is validated, Neuroloom will initiate a full refund to the original payment method or arrange for a replacement, at your discretion.

Non-Eligible Scenarios

To maintain operational efficiency and uphold the integrity of our services, the following scenarios are not eligible for refunds or returns:

Change of Preference or Purchase Error: Neuroloom does not accommodate refunds or returns for purchases based on a change of preference, including but not limited to size, color, or style. We encourage customers to review product details carefully before completing their purchase. If a cancellation request is submitted before it is received, a 20% cancellation processing and acquisition fee will be deducted from the refund amount.
Incorrect Orders Due to Customer Error: If an incorrect item is ordered as a result of customer error (e.g., wrong size or color selected), Neuroloom is unable to process a refund. However, our Customer Support team will make every effort to assist in resolving the issue.
Post-Delivery Damage: Items that are damaged or altered after delivery are not eligible for refunds or returns.

Return Process

To initiate a return, please follow the steps below:

Contact Customer Support:
- Reach out to our dedicated Customer Support team at support@getneuroloom.com within 7 days of receiving your order.
- Provide your order number, photographic evidence of the damaged or defective item, and a detailed explanation of the issue.
Return Authorization:
- Upon approval, our team will issue a Return Authorization (RA) number and provide detailed instructions for returning the item.
- All returns must include the RA number prominently displayed on the packaging.
Shipping the Item:
- Return the item in its original packaging, including all tags, labels, and accessories.
Refund Processing:
- Once the returned item is received and inspected, a refund will be processed to the original payment method.
- You will receive a confirmation email once the refund has been issued.

Important Terms and Conditions

Original Packaging: Items must be returned in their original, unaltered packaging to qualify for a refund.
Timeliness: Claims must be submitted within the specified 7-day window. Late submissions will not be considered.
Non-Refundable Costs: Shipping fees for original deliveries are non-refundable, except in cases where the item is deemed defective or damaged.
Final Sale Items: Certain items, as indicated on the product page, are considered final sale and are not eligible for returns or refunds under any circumstances.
Shipping the Item: Return the item in its original packaging, including all tags, labels, and accessories.
Please note: Customers are responsible for the return shipping costs unless the item is confirmed as defective or damaged.

Customer Support

At Neuroloom, we pride ourselves on delivering exceptional customer service. If you have any questions or require assistance with your return or refund, please do not hesitate to contact our Customer Support team:

Email: support@getneuroloom.com

Our Commitment to You

Neuroloom is dedicated to providing a seamless and transparent shopping experience. While we strive to ensure that every product meets your expectations, we also rely on your understanding and cooperation in adhering to this policy. Your satisfaction is our priority, and we are here to assist you every step of the way.

Thank you for choosing Neuroloom. We value your trust and look forward to serving you with the highest level of professionalism and care.

Sincerely,
The Neuroloom Team