Returns and Refunds

At NeuroMe, I want you to feel clear about what happens if there is a problem with your order. This page explains when returns and refunds may be available, who covers return shipping, and how Australian Consumer Law applies to purchases made through this website. Australian Consumer Law gives consumers rights that cannot be excluded.

Change of mind

We do not offer refunds for change of mind.

If we choose to accept a return for change of mind, this will only be considered where the item is unused, in original condition, and returned in its original packaging. In these cases, return shipping costs are the customer’s responsibility.

Any approval of a change-of-mind return is at NeuroMe’s discretion.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged, or incorrect, please contact us as soon as possible so we can review the issue and arrange an appropriate outcome.

Return shipping

For approved change-of-mind returns, the customer is responsible for return shipping costs.

For approved returns relating to faulty, damaged, or incorrect items, NeuroMe will cover reasonable return shipping costs or provide a prepaid return label where appropriate.

How to request a return

To request a return, please contact NeuroMe with:

your name
your order number
a brief description of the issue
photos of the item, if relevant

We may ask for further information before confirming whether a return, replacement, repair, or refund is available.

Condition of returned items

Returned items should not be used, opened, damaged, or altered unless the return relates to a fault or defect. Items should be returned with original packaging where possible.

Refund timeframes

If a refund is approved, it will be processed back to the original payment method. Processing times may vary depending on your bank or payment provider.

Your rights under Australian Consumer Law

This policy is provided in addition to your rights under Australian Consumer Law.

Nothing on this page excludes, restricts, or modifies any rights or remedies you may have under Australian Consumer Law.

Contact

If you have any questions about a return or refund, please get in touch.