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 60 days of use. Please contact the NeoGenesis Customer Service Department at (858) 751-4714 for instructions on any returns. 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.
We do not offer a money-back guarantee for Erase The Day makeup remover.
If you receive an item or items from NeoGenesis that have been damaged during shipment, a shipping error, or a manufacturers defect, you may return it within 30 days of receipt of the item(s) to NeoGenesis for a full refund or exchange. Contact us at (858) 751-4714 within 30 days of receipt to qualify for a no-charge pickup. One of our Customer Service representatives will provide you with simple instructions for returning the item(s). Please have the invoice ready when you call. A copy of the invoice must accompany all returns. A replacement item will be shipped to you once the return has been received and inspected.
Please report items that are damaged or missing within 3 days of delivery.