The period to make any exchange or return is 14 days from the receipt of the order. All purchases made after November 27th have an extended exchange or return period until January 15th. Purchases made after January 1st have the usual period of 14 days.

Write an email to indicating:
- Order number
- Contact email
- Wether you want to make an exchange or return
- Reason why you need the exchange/refund

This information should also be included inside the package in a note so that we can identify your order.

We will then indicate the address you should send the package to. 

All exchanges/returns must be notified through the email provided above in order to be processed correctly.

The client will take care of the shipping costs of the package to Neutrale as well as any additional customs charges.

*Please note that products bought at our offline store can't be returned. They can only be exchanged for other products or a voucher.