Refund policy

Neuzen is a consumable product. Refunds and replacements apply only where there's a genuine issue with your order, not for a change of mind after delivery. This page explains what's covered and how to make a claim.

Cancellation of Your Order

You can cancel your order at any time before it is dispatched. Once dispatched, the order cannot be cancelled. To cancel, email support@neuzenclub.com with your order number. Refunds for cancelled orders are processed within 7–10 working days to the original payment method.

Replacement of Your Order

We offer replacements in the following cases:

One or more cans arrived leaking or visibly damaged
The wrong product was shipped
The order is incomplete — missing cans or SKUs

To claim a replacement:

Record an unboxing video before the package is opened. The recording must be continuous and clearly show the damage or issue.
Email the video to support@neuzenclub.com within 48 hours of delivery, along with your order number.
Once verified, we will ship a replacement within 3–5 working days at no additional cost.

Claims submitted without an unboxing video, or after 48 hours of delivery, cannot be accepted.

Refund Policy

Refunds are issued only in the following cases:

Your order was cancelled before dispatch
Your order was not delivered and the courier confirms it as lost
A replacement claim is approved but the product is out of stock and no alternative can be arranged.

Refunds are not available for:

Cans delivered in good condition, whether opened or unopened
Change of mind after the order has been dispatched or delivered
Claims submitted without the required unboxing video

Approved refunds are credited to the original payment method within 7–10 working days.

Delayed or Missing Refunds

If your refund has been approved but not received after 10 working days, check with your bank first — payment processors occasionally hold transactions for additional verification. If it still hasn't appeared, email support@neuzenclub.com with your order number and we will trace it.

A Note From Us

If something about your order isn't right, write to us at support@neuzenclub.com or call 011-69272906. We respond within one working day.