Refund policy

REFUND & RETURN POLICY

Effective Date: October 16, 2025
Entity: Seond Ltd. DBA NeuroSmile
Address: Spyrou Kyprianou 16, 6058 Larnaca, Cyprus
VAT Number: CY10433247L  
Registered Number: HE 433247
Email: hello@tryneurosmile.com 
Support Hours: Monday – Friday, 9:00 AM – 6:00 PM EST

Refund & Return Policy

At NeuroSmile, we stand behind the quality of our products and want you to feel confident in your purchase. This Refund & Return Policy explains how refunds, cancellations, and returns work for orders placed on tryneurosmile.com.

 

 

1. Eligibility for Refunds

A. 30-Day Money-Back Guarantee (One-Time Purchases)

Our 30-day money-back guarantee applies to all one-time (non-subscription) purchases.

To qualify:

  • The product must be used for the full 30-day period.

  • Your refund request must be submitted within 30 days of delivery.

  • All requested supporting information must be provided to our customer support team.

  • All claims are reviewed by our assessment team.

Refunds are only issued once eligibility has been confirmed and approved.

B. Subscription Orders

  • Subscriptions can be canceled at any time with at least 7 days’ notice before your next billing date.

  • Any orders shipped before cancellation are not eligible for refunds.

  • Customers who cancel before completing 30 days of product use are not eligible for the money-back guarantee.

C. Exceptions / Non-Returnable Items

Because our products are dietary supplements, some items cannot be returned. This includes products that have been opened, used, or tampered with, as well as any consumable goods where the safety seal has been broken.

We also do not accept returns for:

  • Personalized or custom-bundled supplement orders

  • Promotional or discounted items marked as final sale

  • Gift cards or complimentary items are included with a purchase

For health and safety reasons, all supplement sales are final unless they qualify under an applicable money-back guarantee. If you’re unsure whether your product qualifies, please contact our support team before starting a return.

 

 

2. Return Process

To start a return:

  1. Email hello@tryneurosmile.com with your order number and reason for return.

  2. If approved, you’ll receive return authorization and shipping instructions.

  3. Package the item securely and ship it according to the provided instructions.

  4. Once received and inspected, any eligible refund will be processed.

Returns sent without prior authorization may be refused.

 

 

3. Return Shipping Costs

  • Customers are responsible for all return shipping costs.

  • Original shipping fees are non-refundable.

  • We strongly recommend using a trackable shipping method, as NeuroSmile is not responsible for lost return shipments.

 

 

4. Refund Processing

  • Approved refunds are issued to the original payment method.

  • Processing usually takes 5–10 business days after inspection.

  • Depending on your bank or card issuer, it may take additional time for funds to appear.

  • Refunds apply to the product price only and do not include shipping fees, customs duties, or import taxes.

 

 

5. Damaged or Incorrect Items

If your order arrives damaged or incorrect:

  • Contact us within 7 days of delivery at hello@tryneurosmile.com.

  • Include your order number and clear photos of the product and packaging.

Once verified, we’ll arrange a replacement or refund as appropriate.

 

 

6. Lost Packages

If your package is confirmed lost or undelivered by the courier:

  • Contact us as soon as possible with your order details.

  • We’ll investigate and may issue a replacement or refund at our discretion.

NeuroSmile is not responsible for packages lost due to incorrect or incomplete shipping information provided by the customer.

 

 

7. Right of Refusal

NeuroSmile reserves the right to deny refunds or replacements if:

  • Return eligibility requirements are not met.

  • There is evidence of misuse, excessive use, or tampering.

  • Repeated or abusive refund requests are made in violation of this policy.

 

 

8. Company Information

Legal Entity: Seond Ltd. (DBA NeuroSmile)
Registered Address:
Spyrou Kyprianou 16
6058 Larnaca, Cyprus

VAT Number: CY10433247L
Registration Number: HE 433247

Customer Support:
Email: hello@tryneurosmile.com
Support Hours: Monday–Friday, 9:00 AM–6:00 PM EST

 

 

This policy may be updated from time to time without prior notice. Please review it periodically for the latest information.