Return Policy

All skin care products purchased directly from NeoGenesis through our Customer Service Representatives or Online Ordering have a 100% money back guarantee within the first 30 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.  

Due to the nature of hair loss and the many systemic and nutritional causes for hair loss and thinning, we are unable to offer a money-back guarantee on our hair care products, which include Hair Thickening Serum, NeoLash, and NeoBrow. For more information on our hair care products, please contact Customer Service to learn more about the conditions that our hair care products have had success in treating.

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.