Refund policy

Refund & Return Policy

Return Eligibility

To keep the process fair for everyone, Neutrogena limits eligibility to items that are undamaged, unused, and accompanied by their receipt or order confirmation. Customers have a full 30 day from delivery to decide whether to keep, return, or exchange their purchase. Products that have been assembled, installed, or modified in any way generally cannot be accepted back into inventory.

Return Window (30 Days)

Customers may initiate a refund or exchange at any point during the 30 day that follow delivery of their order. What matters is the date you contact us and receive a return authorization — not the date the product physically arrives back at our facility. Reaching out early leaves ample room for the 4-6 business days a return shipment typically takes.

Condition of Returned Items

Condition is the single biggest factor in whether a return is approved. We define acceptable condition as unused, undamaged, tagged, and repacked in original materials, ready to be offered to the next customer. If an item does not satisfy these criteria, we will contact you to arrange its return or to discuss a partial credit.

How to Start a Return

Our returns workflow is designed to be simple and transparent. Reach out with your order details, receive written approval and a prepaid label, repack the goods, and send them back within a reasonable time after authorization. Throughout the process you can check in with us at svetlanapak644@gmail.com for a status update on your refund or replacement.

Refund Method & Timing

After inspection, we initiate your refund to the same account you paid from at checkout. Card networks and banks generally require 5-10 business days to complete the transfer, so the credit will not always appear instantly. We will notify you by email as soon as the refund leaves our system, giving you a clear starting point for that window.

Non-Returnable Items

We maintain a short exclusion list for returns: personalized or custom items, final-sale clearance products, gift cards, and unsealed hygiene goods. Each of these is either impossible to resell or legally restricted from restocking. If your order contains only standard items, none of these limitations will affect your return.

Damaged, Defective, or Wrong Items

Should your package contain a defective product or an item you did not order, notify our support team promptly and include supporting photos. We will either send the correct product right away or refund you in full, whichever you prefer, and we handle all associated shipping costs. Resolving fulfillment errors is one of our highest priorities.

Exchanges

Neutrogena welcomes exchanges on eligible items throughout the 30 day period following delivery. Once we authorize your request and receive the returned goods in good condition, your new item is prepared and shipped without extra charge. For faster service, some customers prefer to place a new order and simply return the original for a refund — we are happy to accommodate either approach.

Return Shipping Costs

Return shipping is on us. Once your return is approved, we generate and send a prepaid label so the merchant — not the customer — bears the cost of getting the item back. Combined with the free shipping applied to your original order, this ensures the return process carries no hidden fees.

Domestic Orders Only

Neutrogena does not offer international shipping, and consequently this return policy governs U.S. domestic transactions only. All refunds are issued in USD to the original payment method, and return parcels must be sent from a United States address using the prepaid label we provide. We appreciate the interest of international shoppers and hope to broaden our reach over time.

Order Cancellations

Neutrogena allows cancellations on orders that have not yet been handed to the carrier. Since fulfillment typically happens within 1-2 business days, time is of the essence; email or call us the moment you change your mind. If we catch it in time, your refund is processed in full to the original credit or debit card.

Contact Us

We're happy to walk you through any return or exchange. Email svetlanapak644@gmail.com or call 19282196676 between 9:00 AM and 5:00 PM, Monday-Friday, and a member of the Neutrogena team will take care of you. Please have your order number ready so we can locate your purchase quickly.