Refund Policy

1. Eligibility for Returns & Refunds

• All products must be returned within 60 days of the delivery date to be eligible for a refund.
• Products must be in their original condition, unopened, and unused (with all original packaging and tags intact). We cannot accept returns for products that have been opened, used, or damaged by the customer.
• Free gifts or promotional items included with your order must be returned along with the purchased products to be eligible for a full refund.

2. How to Initiate a Return

1. Contact our customer service team at support@neutrogenahub.com to request a return authorization (RA) number. Please include your order number, the name of the product(s) you wish to return, and the reason for the return.
2. Once you receive your RA number, package the product(s) securely in their original packaging, include the RA number on the outside of the package, and ship the package back to us. Please note that while we offer global free shipping for orders, customers are responsible for the cost of returning products unless the return is due to a defect or error on our part.

3. Refund Processing

• Once we receive and inspect your returned product(s) and confirm they meet the eligibility criteria, we will initiate the refund process.
• Refunds will be processed in the same form of payment used for the original purchase, and will take 5-10 business days to appear in your account (processing times may vary depending on your bank or payment provider).
• Refunds will cover the full purchase price of the product(s) (in USD, the统一货币 of neutrogenahub) but will not include any return shipping costs (unless the return is due to our error).

4. Exceptions