Items purchased from NeoStrata.com carry a 30 day money back guarantee. If you are unsatisfied for any reason, please contact our customer service to facilitate a return. Customer Service will provide return instruction as well as a product return form. Merchandise must be returned in its original packaging and in like-new conditions. We will not accept COD deliveries. NeoStrata cannot be responsible for items lost or damaged in shipping. Please note that shipping charges are not refundable and NeoStrata does not pay for return shipping. If you have any questions, please contact customer service at 1-800-628-9904 between 9am-530pm EST, Monday-Friday.
Returning Promotional Items
Free Gifts: If your order qualified for a free gift and you return part of the order, leaving the free gift in your possession, we will recalculate the charges on your entire order subtracting the full price of the gift before issuing your credit on the returned merchandise.
Free Samples: If your order qualified for free samples and you return part of the order, feel free to keep these free samples with our compliments, they do not need to be returned with the rest of your order.
Discounts: If you return part of an order that received a discount and the remaining part of the order in your possession by itself would not qualify for the discount, we will recalculate the charges on your entire order to recover the discount before issuing your credit on returned goods.
Once our warehouse has received your returned merchandise, we will credit the original credit card used for your purchase within 10 business days. The refund will show up on your credit card billing statement within the next two billing cycles. No credits will be given for unauthorized returns.
Any items lost or damaged during shipping is the responsibility of the delivery carrier. If a package arrives damaged, the addressee must initiate the claim against the shipper. To facilitate this process, please contact customer service and we will be happy to guide you through the process of filing the proper claim against the shipper.