Welcome to Neo Naturelle! We are dedicated to providing you with the highest quality natural skincare products and exceptional customer experience. Our customer care policy outlines our commitment to you, ensuring your needs and satisfaction are our top priority.

Contact Information

For any questions or concerns, please contact our customer care team:

Email: info@neonaturelle.com

Phone: 1-778-953-0774

Live Chat: Available on our website at www.neonaturelle.com

Hours of Operation: Monday to Friday, 9 AM – 6 PM PST

Our Commitment

At Neo Naturelle, we are committed to:

Quality Products: Providing natural, cruelty-free skincare products that meet the highest standards of quality and safety.

Customer Satisfaction: Ensuring every customer is completely satisfied with their purchase and overall experience.

Transparent Communication: Offering clear, honest, and prompt communication regarding your orders and inquiries.

Ordering and Shipping

Order Confirmation: You will receive an email confirmation upon placing your order.

Processing Time: Orders are processed within 2-3 business days.

Shipping: We offer standard, expedited, and international shipping options. Shipping costs and delivery times are calculated at checkout.

Tracking: You will receive a tracking number once your order has shipped.

Returns and Exchanges

IN-STORE RETURN POLICY

We are confident that the skin care products we offer are high quality, fresh and produced under Good Manufacturing Practices. However, if you are not happy with your purchase, NeoNaturelle will accept unopened, unused products for an exchange or store credit within 15 days of purchase. The item must be returned to the location in which it was purchased. To ensure your full satisfaction we suggest using in-store testers or ordering samples from our online store.

We regret to inform you that based on hygienic reasons, we cannot offer refunds or exchanges on goods that have been opened or used.

If you simply have a question or concern about a product, please don’t hesitate to email us info@neonaturelle.com

ONLINE SHOPPING

We are happy to accept unopened, unused products for a full refund within 15 days of in-store or online purchase. Goods must be returned to us in saleable condition with all original packaging to qualify for refund. For hygienic reasons, we regret to inform you that we cannot offer refunds or exchanges on goods that have been opened or used.

Refunds must be applied to the original payment method used for purchase. You will receive an email confirmation when your return is received, and your refund is being processed. Please include the original or print a copy of the invoice with your shipment. We do not cover the cost of return shipping. Shipping fees and Item(s) listed as Final Sale are non-refundable.

Online purchased funds cannot be reimbursed in-store.

NeoNaturelle skin care will replace products that arrived damaged or if an incorrect item was shipped with your parcel. Please provide photographic evidence to info@neonaturelle.com. All shortages or damages must be reported within 48 hours of receipt of merchandise. Problems reported after 48 hours are not the responsibility of Neonaturelle Cosmetics and resolution of the problems are not guaranteed.

If you have any further questions regarding your online purchase, feel free to email info@neonaturelle.com

Return Policy: If you are not satisfied with your purchase, you may return unopened products within 30 days of receipt for a full refund or exchange.

Return Process: To initiate a return, please contact us at info@neonaturelle.com with your order number and reason for return. We will provide you with a return shipping label.

Refunds: Refunds will be processed within 5-7 business days after we receive your return. You will receive a confirmation email once your refund has been issued.

Product Issues

Damaged or Defective Products: If you receive a damaged or defective product, please contact us immediately. We will arrange for a replacement or refund.

Incorrect Orders: If you receive the wrong product, please notify us as soon as possible. We will correct the error promptly.

Feedback

We value your feedback and encourage you to share your experiences with us. Whether it’s a suggestion, compliment, or concern, your input helps us improve our products and services.

Here are some answers to common questions:

IF YOU ONLY ACCEPT RETURNS ON UNOPENED PRODUCT, HOW WILL I KNOW IF I AM UNHAPPY WITH IT?

Please use in-store testers or request samples of our products. They will be sent to you separately as per your request or added to your order to allow you to try it before opening the main package. If you are requesting samples without purchasing a product – samples will be shipped at no cost, however shipping charges will be the responsibility of the customer.

I AM HAVING TROUBLE DECIDING WHICH PRODUCTS ARE RIGHT FOR ME. HOW DO I CHOOSE?

In order to help you to navigate through your options, our online store provides additional information about the product and what to expect when you use it. Simply check our website.

Also, Customers testimonies will help you to narrow down your choice further.

If you still cannot find what you are looking for, please email us at info@neonaturelle.com for recommendations.

WHAT IF I HAVE AN ALLERGIC REACTION?

Neonaturelle products are allergen free. It is the responsibility of the customer to address their individual sensitivities.

Please read the ingredient listing before buying the product. If you are aware of sensitivities to any of the ingredients listed refrain from buying products containing them.   In case this is the first time you use our product we also advise to do a patch test.

Continuous Improvement

Neo Naturelle is committed to continuously improving our products and customer care practices. We regularly review our policies and procedures to better serve you.

Conclusion

Thank you for choosing Neo Naturelle. We are here to ensure you have a positive experience with our products and services. Should you have any questions or need assistance, please do not hesitate to reach out to our customer care team.

Warm regards,

The Neo Naturelle Team