Refund policy

Returns

We accept return requests for unopened, unused fragrances purchased from neueterra.com within 30 days of delivery. Products must be in salable condition, with their original packaging and labeling fully intact.

Opened, sprayed, or otherwise used fragrances are not eligible for change-of-mind returns. Damaged, defective, or incorrect items are handled separately as described below.

To request a return, email support@neueterra.com with your order number and the item you wish to return. Once approved, we will provide a prepaid return shipping label and packing instructions. Return shipping is complimentary, and we do not charge a restocking fee.

Please send your return within seven days of receiving the label. Follow the packing and shipping instructions provided, and use our return label. Please contact us before sending any item back.

Refunds

After receiving and inspecting your return, we will notify you of its approval or explain any eligibility issue. For eligible returns, we will issue a refund for the amount paid for the returned item and applicable sales tax to your original payment method within five business days of receipt.

Your bank or payment provider may require additional time to post the refund.

Damaged, Defective & Incorrect Items

If your order arrives damaged, defective, or incorrect, please email support@neueterra.com within 14 days of delivery with your order number, a description of the issue, and photos of the product and packaging.

Please retain the product and shipping packaging while we review the issue. Once confirmed, we will arrange a replacement or refund at no additional cost to you. Do not ship a leaking or broken bottle back; contact us for instructions.

For a product quality concern discovered later, please contact us so we can review it.

Exchanges & Retailer Purchases

We do not process direct exchanges. To choose another fragrance, request a return for an eligible item and place a separate order.

This policy applies to purchases made at neueterra.com. Purchases from another retailer must be returned through that retailer under its policy. Website purchases must be returned directly to Neue Terra and cannot be returned to another retailer.