Return & Refund Policy
Thoughtful purchases, straightforward support.
30-day return window
Contact us within 30 calendar days of receiving your item to request a return. For a change-of-mind return, items must be unused, in their original condition and original packaging.
Start a return
Email [email protected] with your order number and reason for the request. Obtain return authorization and shipping instructions before sending your parcel. Our return address is Neutrylmode, 8 Rue Etienne Marcel, 47300 Villeneuve-Sur-Lot, France. This is an international return address for U.S. customers.
Return shipping and restocking fees
For a change of mind, the customer pays return shipping to France. We pay return shipping when the issue is our error, damage, a defect or an incorrect item. We charge no restocking fee.
Damaged, defective or incorrect items
Contact us with your order number and a description of the issue; relevant photos can help us assess it. The ordinary unused-condition and original-packaging requirements do not prevent a request involving damage, a defect or an incorrect item. Our support team will assess the situation and arrange an appropriate return, refund or replacement.
Refunds
Returned items are inspected for approval. Once a refund is approved, it will be automatically returned to the original payment account within 10 calendar days. If you have a question about a refund, contact [email protected].
Your rights
This policy does not limit any rights available to you under applicable consumer law.
Need assistance? [email protected]