Refund policy
Returns & Refunds Policy
We offer refunds in three situations:
Damaged, defective, or incorrect products — covered on every order under the Australian Consumer Law.
Our 90-Day Money-Back Guarantee — for first orders, after genuinely trying the product.
Side effects or adverse reactions — if the product doesn't agree with you.
We do not offer refunds or returns for change of mind — including for unopened products. Please choose carefully at checkout.
1. Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery. If anything arrives damaged, defective, or incorrect, contact us at hello@neuravella.com.au and we will resolve it promptly with a replacement or refund — on any order, including subscription renewals, with no minimum-use period. Where a return is needed, we cover reasonable return shipping. Nothing in this policy limits or excludes your rights under the Australian Consumer Law.
2. 90-Day Money-Back Guarantee
We stand behind our products. Your first order of a product is covered by our 90-Day Money-Back Guarantee — if you've given it a genuine go and it isn't working for you, we'll refund you.
Who is covered
The guarantee applies to your first order of a product only. It does not apply to repeat orders or subscription renewal orders (see Subscription Renewal Orders below).
The 90-day period starts on the date your order is delivered.
Giving the product a genuine go
Natural supplements need consistent use to work. Before requesting a refund under this guarantee, we ask that you use the product consistently as directed for:
At least 30 days, if your order included one month's supply; or
At least 60 days, if your order included more than one month's supply (for example, a Buy One Get One or bundle order).
Your refund request must be made within 90 days of delivery. We may ask for reasonable information about how the product was used — this keeps the guarantee fair and available for all customers.
3. Side Effects & Adverse Reactions
Your wellbeing comes first. If you experience side effects or an adverse reaction, stop taking the product and consult your healthcare professional. Then contact us at hello@neuravella.com.au — no minimum-use period applies, and we'll refund your most recent order of that product. We may ask for reasonable information about your experience so we can log it and continue improving our products.
Subscription Renewal Orders
Orders generated automatically through a subscription renewal are not eligible for change-of-mind refunds or the Money-Back Guarantee. This includes situations where you forgot to cancel, pause, or modify your subscription before the renewal was processed.
As a subscriber, you have full control of your subscription at all times through our Subscription Management Portal, where you can cancel, pause, or adjust upcoming orders free of charge at any time before your renewal date. We ask that you manage your subscription ahead of each renewal if you do not wish to receive your next order.
This does not affect your rights for faulty products or adverse reactions: renewal orders that arrive damaged, defective, or incorrect, or that cause a side effect, remain covered in full under sections 1 and 3 above. Nothing in this section limits or excludes your rights under the Australian Consumer Law.
Exchanges
We do not offer direct exchanges. If you would like a different product, please place a new order separately.
How to Claim a Refund
Email hello@neuravella.com.au with your order number and the reason for your claim, and we'll take it from there. Please do not post anything back unless we ask — items sent without an approved claim will not be accepted. If a return is required, we'll provide instructions.
Once your claim is approved, refunds are processed to your original payment method within 10 business days. Your bank or card provider may take additional time to post the refund. If more than 15 business days have passed since approval, contact us at hello@neuravella.com.au.