How do I start a return?Updated 14 days ago
If you'd like to return your order, please contact our Customer Support team at [email protected] with your order number and the reason for your return.
To be eligible for a return:
- Your return request must be made within 30 days of receiving your order.
- Products must be unused, unopened and in their original sealed condition.
- For food safety reasons, we're unable to accept returns of opened drinks, sachets, pouches, Brain Capsules, or any other opened consumable products.
If your item has arrived damaged or faulty, please see our What do I do If my item arrives damaged? article instead.
Please note that purchases made through Amazon or TikTok Shop must be returned through their respective support teams.
Return instructions by region
United Kingdom
If you're returning an order from within the UK, you can create your own free Royal Mail returns label using our returns portal:
https://www.royalmail.com/track-my-return#/details/5766
You'll need:
- Your order number (starting with #NEU)
- The email address used to place your order
- A reason for your return (for example, Item is damaged/faulty)
Once you've completed the form, you'll receive a free Royal Mail returns label to print or use with a QR code. Simply drop your parcel off at your nearest Royal Mail Post Office or Royal Mail drop-off point.
If you need any assistance, our Customer Support team will be happy to help.
United States & Australia
We'll send you a prepaid returns label which can be used at your local drop-off location.
United Arab Emirates
Once your return has been approved, a local courier will contact you within 2 working days to arrange collection.
All other countries
We'll provide you with the appropriate return address. Return shipping costs are the responsibility of the customer, and we recommend using a tracked service.
When will I receive my refund?
Once your return has arrived at our warehouse, please allow up to 5 working days for it to be inspected and processed.
If approved, your refund will be issued to your original payment method. Depending on your bank, it may take a further 3-5 working days for the funds to appear in your account.