Refund policy

RETURN & REFUND POLICY

Last updated: May 2026

OVERVIEW
At NEUCELLE, we stand behind our products with a 60-day satisfaction guarantee. If you're not completely satisfied with your purchase, we make returns and refunds simple.

60-DAY TRIAL PERIOD
All NEUCELLE devices come with a 60-day trial period from the date of purchase. If you don't see visible results or aren't satisfied with your device for any reason, you can return it for a full refund.

RETURN ELIGIBILITY
To be eligible for a return, your purchase must meet the following conditions:
- Return request submitted within 60 days of purchase date
- Device is in original or like-new condition
- All original accessories and packaging are included
- Device has not been damaged due to misuse or accidents
- Original proof of purchase (order confirmation email)

HOW TO INITIATE A RETURN
Follow these steps to start your return:
- Contact our customer support team at support@neucelle.com or call 1-800-NEUCELLE
- Provide your order number and reason for return
- We'll provide you with a prepaid return shipping label
- Pack your device securely with original packaging
- Ship your return to the address provided (shipping is free)

REFUND PROCESSING
Once we receive and inspect your return:
- We'll inspect your device within 5 business days
- If approved, your refund is processed within 7-10 business days
- Refunds are issued to your original payment method
- Please allow 3-5 additional business days for the credit to appear in your account

WHAT QUALIFIES FOR REFUND
- Device purchase price
- Original shipping cost (for defective items only)

WHAT DOES NOT QUALIFY FOR REFUND
- Damages caused by misuse, accidents, or negligence
- Water damage (unless device is waterproof and failure is manufacturing defect)
- Signs of heavy wear or damage to exterior
- Missing components or accessories
- Purchases made outside the 60-day window

DEFECTIVE PRODUCTS
If your device arrived defective or stops working due to a manufacturing defect, we'll replace it for free or issue a full refund. Please contact support immediately with photos of the defect.

EXCHANGES
Want to exchange your device for a different model? We're happy to help. Contact our support team and we'll arrange an exchange with prepaid return shipping.

NON-RETURNABLE ITEMS
The following items cannot be returned:
- Skincare products or serums (once opened)
- Replacement tips or accessories (unless defective)
- Clearance or final sale items

QUESTIONS?
Our customer support team is here to help. Reach out anytime:
Email: support@neucelle.com
Phone: 1-800-NEUCELLE (1-800-638-2355)
Hours: Mondayג€“Friday, 9 AMג€“5 PM PT