Refund policy

We have a 30-day return policy: you have 30 days from the day you receive your order to request a return.

To be eligible for a return, the item must be in the same condition you received it — unused, unopened, with any tags, and in its original packaging — and you’ll need your receipt or proof of purchase.

To start a return, email us at info@neuroscents.net with your order number. If your return is approved we’ll send you instructions and confirm the return address:

Neurocense
40 King St E
Hamilton ON L8N 1A3
Canada

Items sent back to us without requesting a return first cannot be accepted.

Return shipping

Return shipping is paid by the customer, and original shipping charges are not refunded. We recommend using a tracked service — we cannot refund a return that does not reach us.

This does not apply if your order arrived damaged, defective or incorrect. In those cases we cover the return in full and you pay nothing.

Damages and issues

Please inspect your order when it arrives and contact us within 7 days if the item is defective, damaged, or not what you ordered, so we can evaluate the issue and make it right.

Items we can’t take back

Opened fragrance refills cannot be returned, for hygiene reasons. We also cannot accept returns on sale items or gift cards. If you’re unsure about your item, get in touch before sending anything back.

Exchanges

The fastest way to get what you want is to return the item you have and, once the return is approved, place a new order.

Cancellations

You can cancel an order at no cost at any time before it is dispatched. Email us as soon as possible and we’ll stop it if we can.

Refunds

Once we receive and inspect your return we’ll email you to confirm whether it was approved. If approved, the refund is issued to your original payment method within 10 business days. Your bank or card issuer may take a few days more to post it.

If more than 15 business days have passed since we approved your return and you still haven’t seen it, email info@neuroscents.net.