Return & Exchange
RETURN WINDOW
You may return eligible items purchased through neaulab.com for a refund to your original payment method within 30 days. Your return must arrive at our facility within this window of your purchase date. Items must be in original condition, unless defective.
For orders paid with THIRD-PARTY PAYMENT METHOD, e.g., Amazon Pay, returns must arrive within 90 days of purchase. For such orders returned after 90 days but within 120 days of purchase, refunds will be issued as a Neau gift card.
RETURN ELIGIBILITY
Items must be:
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Unworn, unwashed, and unused
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All products must be returned to their original barcoded bag in original packaging with all tags attached
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Free of sunscreen residue, makeup, deodorant, or other stains
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In a condition that reflects only the inspection necessary to determine fit and suitability
EXCHANGES
We offer direct exchanges for a different size or color, subject to availability. If the exchange item has a different price, we will charge or refund the difference.
RETURN SHIPPING FEES
If you opted into Shipping Protection at checkout, all returns and exchanges are free.
If not selected, returns and exchanges are subject to a $9 return shipping fee. This fee will be deducted from your refund, or charged when you print the label.
REFUNDS
We do not refund original shipping costs. Once we receive and inspect your return, refunds are issued to your original payment method within 5–10 business days. Your bank may take additional days to post a refund.
GIFT CARD REFUNDS
If you paid with a Neau gift card and another payment method, your refund will first be applied to the gift card, up to the amount originally paid by gift card, with any remaining refund amount going to the other payment method. For example, if you paid $50 with a gift card and $50 with a credit card and are returning an item worth $60, $50 will be refunded to the gift card and $10 to the credit card.
RETURN PACKAGING
Please reuse the recyclable packaging your order arrived in. If you no longer have the original packaging, use any sturdy box or poly mailer.
FINAL SALE ITEMS
You cannot return, exchange, or receive store credit for any item marked "Final Sale." We will clearly identify all Final Sale items before you purchase them. Neau designates Final Sale items at its sole discretion across all sales channels, including our website and other events. If you mistakenly send a Final Sale item to our facility, we cannot guarantee its return and may dispose of it at our discretion.
The following categories are Final Sale or subject to special return restrictions:
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Items marked "Final Sale" or purchased at 50% or greater discount
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Sleeves, or face masks — for hygiene reasons
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Customized or personalized items
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Gift cards
What qualifies:
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Unopened, unused items
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Original packaging intact (seal, tags, wrapper)
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Within 30 days of delivery
Your options:
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Exchange for a different size/formulation
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Store credit for the full purchase value — use it on anything on the site
What doesn't qualify:
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Any item that's been opened or used — industry-wide hygiene standard
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Requests made after 30 days from delivery
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Damaged or missing original packaging
INTERNATIONAL CUSTOMER RIGHTS (EU/UK/AU)
This section applies only to customers purchasing online from within the European Union, the United
Kingdom, or Australia.
If you are an EU or UK customer, you have the right to cancel your order within 14 days of receiving your items, for any reason, under the EU Consumer Rights Directive and UK Consumer Contracts Regulations 2013. For orders delivered in multiple shipments, the 14-day period begins on the date you receive the final item. To exercise this right, notify us at jimmy@neaulab.com within that 14-day window and return your items to us within 14 days of notification. We will process your refund within 14 days of receiving your returned items to your original payment method, including a refund of outbound shipping costs up to the cost of standard delivery (if you selected a more expensive delivery method, we will only refund the standard delivery amount). If items are returned in a condition reflecting use beyond what is necessary to inspect them, we reserve the right to reduce your refund to reflect that diminished value. Gift cards purchased online may only be cancelled under this section if completely unused; if any value has been redeemed, the gift card is not eligible for cancellation or refund. These statutory rights apply regardless of any Final Sale or Clearance designation on our EU/UK product pages.
If you are an Australian customer, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. These consumer guarantees do not apply where the product has been damaged through misuse, abnormal use, or failure to follow care instructions. These consumer guarantees apply regardless of any Final Sale or Clearance designation. The 14-day cancellation right described above does not apply to Australian customers. To make a claim under Australian Consumer Law, contact us at jimmy@neaulab.com. If we verify that your claim is valid under the Australian Consumer Law, we will cover reasonable return shipping costs; please do not return any item until we have assessed your claim and provided return instructions.
INTERNATIONAL RETURNS
We accept all unworn/unaltered items for a refund to the original form of payment within 30 days of purchase for international orders. Return shipping cost is $20 and is the responsibility of the customer. Shipping costs, duties, and taxes are non-refundable and Neau does not reimburse international return costs. Items must be returned in their original barcoded individual black bag / original packaging.
Goods sold to Canadian shoppers that qualify for duties and taxes reclaim under the CREDITS program will be refunded in full as part of the return.
We cannot process returns shipped from a different country than where the item was originally purchased. Returns must be shipped from an address within the country of purchase.
International Returns: Please email us at jimmy@neaulab.com to start your international return if you are unable to proceed using the link above.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If you receive a damaged, defective, or incorrect item, contact us at jimmy@neaulab.com within 48 hours of delivery with photos. We will provide a prepaid return label and expedite a replacement or full refund, including original shipping charges. This does not affect your statutory rights.
CONTACT
Questions? Contact us at jimmy@neaulab.com .