Refund policy

REFUND & RETURN POLICY

Last updated: July 6, 2026

At Neurosoothe, we stand behind the quality of the Neurosoothe Cooling Relief Cap. We also want every customer to feel confident purchasing from us, which is why we offer a 30-Day Satisfaction Guarantee — outlined in full below, along with the requirements to qualify.

Please read this policy carefully before requesting a return. Submitting a return request confirms you have read and agree to these terms.

1. 30-DAY SATISFACTION GUARANTEE

If you are not satisfied with your Neurosoothe Cap, you may request a refund within 30 calendar days of the delivery date shown on your tracking information.

To qualify for a refund under this guarantee, ALL of the following must be true:

- You contact our support team at neurosoothe@mail.com BEFORE sending anything back and receive a Return Merchandise Authorization (RMA) number. Returns sent without a prior RMA will not be accepted or refunded.
- Your refund request is submitted within 30 days of the delivery date. Requests submitted after day 30 are not eligible, no exceptions.
- You provide your order number and the email address used at checkout.
- You can show reasonable evidence of a genuine attempt to use the product — for example, responding to a brief follow-up question from our support team about how you used it and what didn't work. This step exists to protect the guarantee's value for customers who are genuinely trying to find relief, and takes less than a minute to complete.
- The cap is returned complete, in the original packaging where possible, and in a condition that is not damaged, altered, cut, or missing components. Normal signs of gentle use (e.g., light creasing) are expected and will not disqualify a return.
- This is the first return request associated with your name, address, email, or order history. The 30-Day Guarantee may be redeemed once per customer/household. Multiple-unit orders are treated as a single guarantee claim, not one per unit.

Refunds approved under this guarantee are issued to your original payment method within 5–7 business days of our warehouse receiving and inspecting the returned item. Original shipping charges are non-refundable. Return shipping is the customer's responsibility unless the item arrived defective or incorrect (see Section 2).

A restocking fee of 15% of the item's purchase price may be deducted from refunds issued for reasons of preference (e.g., "changed my mind," "didn't like the fit," "ordered by mistake") to help us maintain fair pricing for all customers. This fee does not apply to defective, damaged, or mis-shipped items.

2. DEFECTIVE, DAMAGED, OR INCORRECT ITEMS

If your Neurosoothe Cap arrives damaged, defective, or is not the item you ordered, contact us within 14 days of delivery at neurosoothe@mail.com with your order number and a photo or short video showing the issue. Once verified, we will offer, at your choice:

- A full refund, including original shipping costs, with no restocking fee and no return shipping cost to you, or
- A free replacement unit shipped at no charge.

3. WHAT IS NOT COVERED

The following are not eligible for a refund or replacement:

- Requests submitted more than 30 days after the delivery date.
- Items returned without a valid RMA number.
- Items that are visibly soiled, damaged through misuse, cut, chemically altered, or missing the original gel insert/cap.
- Buyer's remorse claims submitted after the 30-day window.
- A second or subsequent guarantee claim on the same name, shipping address, or account.
- Orders where delivery is confirmed by the carrier but the customer claims non-receipt without a completed carrier claim (see our Shipping Policy).
- Dissatisfaction with results where the customer did not respond to our support team's brief usage follow-up (Section 1).

We reserve the right to deny a refund or charge the restocking fee at our discretion if a return does not meet the conditions above, and to refuse service to customers who demonstrate a pattern of abusing the guarantee across multiple orders.

4. HOW TO START A RETURN

Email neurosoothe@mail.com with your order number and reason for return. Our team typically responds within 1–2 business days with your RMA number and return instructions. Do not send items back without this step — unauthorized returns will be refused at our warehouse and will not be refunded.

5. MEDICAL DISCLAIMER

The Neurosoothe Cap is intended to provide temporary, drug-free comfort through cooling and gentle compression. It is not a medical device and is not intended to diagnose, treat, cure, or prevent any disease, including migraine or any other medical condition. Individual results and comfort levels vary. This guarantee reflects our confidence in product quality and customer satisfaction — it is not a guarantee of any specific medical or health outcome.

6. CONTACT US

Questions about your return? Email us at neurosoothe@mail.com and our team will help.

Neurosoothe