RETURN & REFUND POLICY
Last updated: May 2026
OVERVIEW
At NEUCELLE, we stand behind our products with a 60-day satisfaction guarantee. We review all return requests individually and reserve the right to approve or decline based on the conditions outlined below.
60-DAY TRIAL PERIOD
All NEUCELLE devices come with a 60-day trial period from the date of purchase. Returns are accepted within this window, subject to the conditions below.
RETURN ELIGIBILITY
To be eligible for a return, ALL of the following conditions must be met:
- Return request submitted within 60 days of purchase date
- Device is in original or like-new condition
- All original accessories, manuals, and packaging are included and undamaged
- Device has not been used more than 15 times
- Device has not been damaged due to misuse or accidents
- Original proof of purchase (order confirmation email) provided
- Clear photos or video of the product submitted with the return request
Failure to meet any of the above conditions may result in a partial refund or rejection of the return request.
HOW TO INITIATE A RETURN
- Contact us at www@neucelle.store or call +972526451511
- Provide your order number, reason for return, and supporting photos or video
- Our team will review your request within 3-5 business days
- If approved, you will receive return instructions
- You are responsible for return shipping costs and must use a trackable shipping method
- Pack your device securely in its original packaging
- Ship to the address we provide
NEUCELLE is not responsible for items lost or damaged during return shipping.
REFUND TIERS
We assess each return individually. Refund amount depends on the condition of the returned item:
FULL REFUND (100%)
- Device unused or used fewer than 3 times
- Returned in original sealed or like-new condition
- All original packaging, accessories, and manuals included
- Defective product with manufacturing defect confirmed by our team
PARTIAL REFUND (50%)
- Device used between 4-15 times
- Minor signs of use but no damage
- Original packaging present but shows wear
- Return request lacks sufficient documentation
NO REFUND (0%)
- Device used more than 15 times
- Missing original packaging, accessories, or manuals
- Physical damage caused by misuse, accidents, or negligence
- Water damage (unless device is waterproof and failure is a manufacturing defect)
- Skincare products or creams that have been opened
- Purchases made outside the 60-day window
- Return shipped without prior approval from our team
REFUND PROCESSING
Once we receive and inspect your return:
- Inspection completed within 5 business days of receiving the item
- Refund decision communicated via email
- Approved refunds processed within 7-10 business days
- Refunds issued to original payment method
- Please allow 3-5 additional business days for the credit to appear
DEFECTIVE PRODUCTS
If your device arrived defective or stops working due to a confirmed manufacturing defect, we will replace it for free or issue a full refund. Contact us within 48 hours of receiving the item with photos and video of the defect.
EXCHANGES
Want to exchange for a different model? Contact our support team. Exchanges are subject to product availability. Return shipping is at the customer's expense.
NON-RETURNABLE ITEMS
The following items cannot be returned under any circumstances:
- Skincare products, creams, or serums (once opened)
- Replacement tips or accessories (unless defective on arrival)
- Clearance or final sale items
- Items returned without prior approval
QUESTIONS?
Email: www@neucelle.store
Phone: +972526451511
Hours: Monday–Friday, 9 AM–5 PM PT
