Returns Policy

We want you to be completely satisfied with your Neostrata.ie purchase. This Returns Policy outlines how to return items, the conditions for returns, and how refunds are processed.

1. Cooling-Off Period

You have the right to return your order within 14 days of receiving it under the Consumer Rights Directive (CRD).

To initiate a return, please contact our customer service team at info@neostrata.ie

2. Return Conditions

To qualify for a refund, items must be:

  • Unused

  • Unopened

  • In original, saleable condition

  • In their original packaging

If products are returned damaged, opened, or no longer in saleable condition, we reserve the right to refuse a refund.

3. Faulty or Damaged Items

If your item arrives damaged or is faulty, please notify us within 2 days of delivery at info@neostrata.ie.

Where fault or damage is confirmed, we will arrange a replacement or refund, including return shipping where applicable.

4. Return Shipping Costs

  • For change-of-mind returns, the customer is responsible for return postage costs.

  • For faulty or incorrect items, Neostrata.ie will cover the cost of return shipping or offer an alternative resolution.

5. Refunds

Once we receive and inspect your returned item, we will process your refund to your original payment method.

Refunds typically take 3–5 working days to appear, depending on your bank or payment provider.

Shipping charges are non-refundable on change-of-mind returns.

6. Items Not Eligible for Return

For hygiene and safety reasons, the following items cannot be returned unless faulty:

  • Opened skincare products

  • Items not in their original packaging

  • Products purchased more than 14 days ago

If you are unsure whether your item qualifies, please contact us before returning it.

7. Return Address

Returns should be sent to:
Neostrata.ie Returns Department, Pharmed Ltd
Unit 4, Zone C
Mullingar Business Park
Mullingar, Co. Westmeath
N91 XA03

Please ensure items are securely packaged to prevent damage during transit.

8. How to Start a Return

  1. Email info@neostrata.ie with your order number and reason for return.

  2. We will provide return instructions and confirm eligibility.

  3. Send your item to the address listed above.

  4. Once the return is received and inspected, a refund or replacement will be processed.