Return Policy

Last updated: 30 October 2026

We want you to be satisfied with every NeuroGenesis DNA product. If you change your mind, returning is simple: you let us know, and we send the courier to collect the parcel.

1. Right of withdrawal within 14 days

If you are a consumer, you have the right to withdraw from the contract within 14 calendar days, without giving any reason, in accordance with GEO no. 34/2014. The period runs from the date on which you, or a person designated by you, take physical possession of the product. For an order with several products delivered separately, the period runs from receipt of the last product.

2. How to request a return

Before the 14 days expire, let us know your decision:

• by email, at office@neurogenesisdna.ro, or
• by phone, at +40 723 299 339.

Please state the order number, your full name, the products being returned and a phone number. You can use the model withdrawal form, but it is not mandatory: any clear statement is sufficient.

Once we receive your request, we confirm the return and schedule the collection of the parcel from your address by our courier. The products must be handed over to the courier no later than 14 days from the date on which you notified us of the withdrawal.

3. Cost of return shipping

The cost of return shipping is borne by you.

• For standard parcels, the cost is the GLS courier rate (currently 15 RON in Romania), deducted from the refunded amount or paid to the courier, as agreed together when the return is confirmed.
• For bulky products that cannot be returned by standard courier (hyperbaric chambers and large equipment), the return is made by special transport. The cost is calculated according to the product and the address and is communicated to you in writing before collection.
• For deliveries outside Romania, the cost of return shipping is the courier rate for your country, communicated when the return is confirmed.

If the product is defective, damaged on delivery or does not match your order, shipping is borne entirely by us.

4. Condition of the returned product

You may open the packaging and check the product as you would in a shop, in order to establish its nature, characteristics and functioning. Please return the product clean, complete (with all accessories, manuals, protective goggles and any gifts received with it) and, as far as possible, in its original packaging, well protected for transport.

You are only liable for any diminished value of the product resulting from handling beyond what is necessary to check it (for example signs of prolonged use, scratches, missing or damaged parts). In such cases we may deduct the amount of the diminished value from the refund, after informing you in advance.

5. Products that cannot be returned

In accordance with Article 16 of GEO no. 34/2014, the right of withdrawal does not apply to:

• food supplements that have been unsealed after delivery, which can no longer be returned for health protection and hygiene reasons;
• products made to your specifications or personalised (for example custom configurations or products with personalised branding);
• event tickets with a fixed date (details in the Terms and Conditions).

6. Refunds

• We refund all amounts received for the returned products, including the cost of the initial standard delivery, no later than 14 days from the date on which you notified us of the withdrawal.
• We may withhold the refund until we have received the products back or until you have supplied evidence of having sent them, whichever is the earliest.
• If you chose a delivery option more expensive than the standard delivery we offer, the difference is not refunded.
• The refund is issued using the same payment method used for the order. For orders paid cash on delivery, we refund by bank transfer to the IBAN account you provide to us.
• For payments made through Klarna, the refund is issued to Klarna, which updates your payment plan.

7. Products that are defective or damaged on delivery

Check the parcel on receipt. If the packaging is visibly damaged, refuse the parcel or record the damage in the presence of the courier and notify us within 48 hours, with photographs. For products that do not work properly, the warranty applies, as described in the Terms and Conditions.

8. Business customers

The right of withdrawal is reserved for consumers. For orders placed by legal entities and for B2B pre-orders, the provisions of the contract concluded apply.

Contact

NeuroGenesis DNA SRL
Email: office@neurogenesisdna.ro
Phone: +40 723 299 339