Return Policy

NeoGenesis offers a 100% money-back guarantee on all skincare products purchased directly from us, either through our Customer Service Representatives or via Online Ordering. This guarantee is valid for the first 60 days of use.  Once the product has been returned, we will issue you a full refund of the product price.  Please note, however, that shipping charges are non-refundable.  If you wish to initiate a return, please reach out to our Customer Service Department at +61 (2) 82033339 for further instructions.  However, due to the complex nature of hair loss, which can be influenced by a variety of systemic and nutritional factors, we cannot extend this money-back guarantee to our hair care products. This includes our Hair Thickening Serum, NeoLash, and NeoBrow. For detailed information regarding our hair care products and to learn about the conditions they successfully treat, please contact our Customer Service team.

We do not offer a money-back guarantee for Erase The Day makeup remover.

If you receive any items from NeoGenesis that are damaged in transit, incorrect, or have a manufacturing defect, you are entitled to return them within 30 days from the date you received the item(s) for a complete refund or an exchange. Please contact us at +61 (2) 82033339 within the 30-day window to be eligible for a complimentary pickup service. A member of our Customer Service team will guide you through the straightforward return process. Be sure to have your invoice on hand when you call, as a copy of the invoice must be included with your return. Once we have received and inspected the returned item(s), a replacement will be dispatched to you.

Please report items that are damaged or missing within 3 days of delivery.