Below you'll find the complete policies for returns, refunds, and replacements for neuroPro products. We strive to keep things clear and easy to understand for our customers.
If your situation isn't covered here or you feel we should handle your case differently, please reach out to us through our contact page. We respond to all queries - don't forget to check your spam/junk folder for missed replies. If you'd prefer a call, include your phone number, and we'll get in touch!
You can cancel your order as long as it hasn’t been picked up by USPS. Just email us at support@neuropro-us.com or use the contact form here to request a cancellation. If the order hasn't been mailed yet, we'll usually process your refund within one day.
You can refuse delivery or take the package to your local post office and mark it "return to sender."
It's super important to let us know if you do this! Refused deliveries can take longer to reach us, but by notifying us, we can keep an eye on the tracking. Once your package shows it's on its way back to our distribution center, we'll process your refund.
Just email us at support@neuropro-us.com to keep us in the loop!
If your product arrives damaged or has an issue within 90 days of purchase, we offer free replacements. Just visit our replacements center to request a new one. Most replacements are shipped the very next day!
You can return your product for any reason within 90 days of delivery.
Just visit our returns center to get a return authorization. This helps us know your return is coming and allows us to process your refund quickly.
If you send a return without authorization, it might take longer to issue your refund since we’ll need to inspect the package and find your details.
Let us make the process smooth - start with the returns center!
If your item is lost or stolen in transit, contact us as soon as possible.
We'll do our best to locate your package quickly. If we can't, we’ll send you a replacement to make sure you get what you need.
We aim to process returned packages within three working days of their arrival at our distribution center.
Once your refund is processed, we’ll send you an email confirmation. Depending on your bank, it might take up to 10 days for the credit to show in your account. We can only refund to your original payment method.
Good news—most returns are handled much faster than this!
1. Use the original packaging and include all components, like the plug, cable, and instruction manual.
2. Send the return with tracking (we recommend USPS mail for the best rates) to our hub in North Carolina.
3. Email us at support@neuropro-us.com with your tracking number so we can process your return and refund quickly.
Please note: Since we offer free shipping, we don't provide return labels. It's your responsibility to pack and mail the return to us.
Visit our returns center to generate a return authorization and get further instructions/details.
If your return shows as delivered but you haven't heard from us, it's rare, but sometimes packages are misdelivered. Don't worry we'll always take your side! Just email us at support@neuropro-us.com with your delivery details, and we'll issue a refund right away.
If you've received a refund notice from us but don’t see it in your account, remember that it can take up to 10 days for your bank to post the credit.
If you're unsure or have concerns, email us at support@neuropro-us.com, and we'll provide a refund reference to help you track it.
Shipping fees: Expedited/Priority shipping charges are non-refundable if USPS shows the package was delivered.
Missing components: If your return doesn't include all components (like the cable, plug, or instruction manual), we may deduct a $30 restocking fee from your refund. However, if you let us know in advance, we can usually waive this fee.
While it's rare, we understand that our product might not be the perfect fit for everyone. If it didn’t meet your expectations, we’re truly sorry and want to make sure you get your refund quickly and hassle-free.
Please don't dispute card charges - this creates a long, drawn-out process and wastes time for everyone, including you. Instead, email us at support@neuropro-us.com, and in most cases, we can resolve things within a day.
We're a small business, and we aim to be as fair as possible. If you think any of these terms are unfair or you have concerns we haven't addressed, please reach out - we're here to help!
WE RESERVE THE RIGHT TO MODIFY THIS RETURN POLICY AT ANY TIME BUT WILL ALWAYS HONOR THE TERMS IN PLACE WHEN YOU MADE YOUR PURCHASE.