This Refund Policy explains when and how we issue refunds. It sits alongside our Shipping & Returns page and your rights under the Australian Consumer Law.
Your consumer guarantees
Our products 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.
- A repair or replacement if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
These rights apply regardless of any other policy on this page.
When we will refund
We will refund the price you paid (excluding original shipping unless we are at fault) in the following situations:
- The product arrived damaged, faulty or different to what you ordered.
- You changed your mind, the product is unopened and in its original packaging, and you return it within 30 days of delivery.
- We cancelled your order before dispatch (for example, due to a stock or pricing error).
When we cannot refund
For health and hygiene reasons we cannot accept change-of-mind returns on products that have been opened or used, unless the product is faulty.
How to request a refund
- Email returns@neuroglow.com.au within 30 days of receiving your order. Include your order number and, for damaged or faulty products, photos of the issue.
- We will email you a return authorisation and the return address.
- Pack the product securely and return it via a tracked service.
For faulty or damaged products we will reimburse reasonable return-shipping costs.
Processing time
Once your return is received and inspected we will email you to confirm. Approved refunds are processed to your original payment method within 5 business days. Depending on your bank or card issuer, it may take a further 3–10 business days for the funds to appear in your account.
Gift cards
Gift cards are non-refundable and cannot be redeemed for cash, except where required by law.
Contact us
Questions about a refund? Email returns@neuroglow.com.au.
_Note:_ This document is a starter Refund Policy provided as a placeholder. Please review it before publishing.