Refund policy

NeuroGlydeX Return & Refund Policy

At NeuroGlydeX, we want you to feel confident when purchasing our products. Please read the following Return & Refund Policy carefully before placing your order. This policy outlines your rights and our obligations in relation to returns, refunds, and exchanges.

1. Change of Mind

Due to the nature of our products (ingestible consumables), we do not accept returns or exchanges for change of mind, including but not limited to:

  • Ordering the wrong product

  • No longer wanting the product

  • Mistaken orders

  • Personal taste or preference

This is to ensure the safety and integrity of all products for our customers.

2. Faulty, Damaged or Defective Products

If your product arrives faulty, damaged, or defective, you may be entitled to a replacement or refund in accordance with Australian Consumer Law (ACL).

You must notify us within 14 days of receiving your order and provide:

  • Your order number

  • A clear description of the issue

  • Photographic or video evidence where possible

Please contact us at:
📧 hello(@)neuroglydex.com.au

We will assess the issue and, where appropriate, offer one of the following resolutions:

  • Replacement of the product

  • Store credit

  • Full or partial refund

3. Incorrect Items Received

If you receive an incorrect item due to an error on our part, please notify us within14 days of delivery. We will arrange:

  • A replacement product at no additional cost, or

  • A full refund if a replacement is not available

Evidence of the incorrect item may be required.

4. Non-Returnable Items

For health and safety reasons, the following items cannot be returned once opened or used:

  • Opened supplements or gummies

  • Items with broken seals

  • Products that have been tampered with

This applies unless the product is faulty or does not meet consumer guarantees under Australian Consumer Law.

5. Refund Processing

Approved refunds will be processed using the original method of payment.

Please allow:

  • 3–5 business days for processing

  • Additional time for your bank or payment provider to reflect the refund

Shipping fees are non-refundable unless the return is due to our error.

6. Lost or Missing Parcels

NeuroGlydeX is not responsible for lost or delayed parcels once confirmed as delivered by the courier, unless shipping protection was purchased. Please contact the courier directly for delivery disputes. We can assist where reasonably possible.

7. Consumer Rights

This policy operates in addition to your rights under the Australian Consumer Law. You are entitled to a replacement or refund if a product is faulty, unsafe, or significantly different from what was advertised.

Nothing in this policy is intended to limit or exclude your statutory rights.

8. How to Request a Return

To request a return or report an issue, please email:

📧 hello(@)neuroglydex.com.au

Include:

  • Order number

  • Full name

  • Reason for return

  • Supporting images/video if applicable

Our team will respond within 1–2 business days.

9. Policy Updates

NeuroGlydeX reserves the right to update this Return & Refund Policy at any time. Changes will be published on our website and take effect immediately.