We have a 60-day return policy, which means you have 60 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
How To Claim The Guarantee
If you purchased from Neptune.com:
To submit a Guarantee request, please contact us by emailing firstname.lastname@example.org or calling (877)558-2250. You will be asked to provide your order number and the reason you are unsatisfied with the product. You may also be asked to submit photos of your product or its packaging, or provide other information to assist Neptune in processing your request.
If you purchased from an Neptune Authorized Seller:
If you are unable to return your product to the authorized seller from whom you purchased it, please contact us by emailing email@example.com or calling (877)558-2250. Please have available information regarding where and when you purchased your product, and the reason you are unsatisfied with the product. You will be required to provide proof of purchase, and may be asked to submit photos of your product or its packaging or provide other information to assist Neptune in processing your request.
Neptune reserves the right to verify information, require a valid proof of purchase, and to deny Guarantee requests in its discretion in cases of suspected fraud or where Neptune concludes that the purchaser has abused the Neptune 45‑Day Satisfaction Guarantee. Neptune may amend or terminate the Neptune 45‑Day Satisfaction Guarantee at any time without notice.
If you have any questions regarding whether a seller is an authorized seller of our products, contact us by emailing firstname.lastname@example.org or calling (877)558-2250 .
The Neptune 45-Day Satisfaction Guarantee applies only to original consumer purchasers and does not apply to wholesale orders. If you have any concerns with a wholesale order, please email email@example.com.
Effective: September 1, 2023