Returns for unopened products
If you change your mind, please contact us within 7 days of receiving your order. Products must be unused, unopened, untampered with and in their original packaging. Include your order number or order confirmation so we can find your purchase.
Please do not send anything back before contacting us. We will confirm the return instructions and any applicable collection or return-shipping cost. We do not have a physical store returns counter.
Incorrect, damaged or defective items
If an item arrives damaged or incorrect, contact us as soon as you can, ideally within 48 hours of delivery, with your order number and photos if available. We will help resolve the issue. The 48-hour request helps us investigate delivery problems; it does not limit your rights under applicable law.
The 7-day unopened-product window does not restrict any statutory rights you may have for defective or unsafe goods under South African law. Please contact us even if that window has passed.
Refunds and exchanges
Once we receive and assess an eligible return, we will confirm whether a refund or exchange is appropriate. Approved refunds are generally sent back to the original payment method. The time it takes to appear depends on your payment provider. Exchanges depend on stock availability.
For change-of-mind returns, opened or used supplements cannot be returned under our voluntary 7-day policy. This does not affect your legal rights if a product is defective, unsafe or not as described. Any return or delivery charges will be explained before the return is arranged, where applicable.
How to request a return
Email returns@neurovalabs.store with your order number, the item, the reason for the request and photos where relevant. We will respond with next steps.
For delivery questions, see our shipping & delivery policy.