Refund policy
30-Day Return Window
You have 30 calendar days from the date you receive your item to request a return. After 30 days, we cannot offer a refund or exchange.
Return Eligibility
To be eligible for a return, your item must meet the following conditions:
• Unopened & Sealed Products: Due to federal and state health and safety regulations governing food and edible items, all gums, gummies, and candy products must remain unopened, unsealed, unused, and in their original factory packaging.
• Opened or consumed food items cannot be returned unless they arrive damaged, melted, or defective upon delivery.
• You must provide a receipt or proof of purchase (order confirmation email or order number).
• Items returned due to manufacturing defects or quality issues are eligible for a full refund, including return shipping.
Items Not Eligible for Return
The following items are not eligible for return or refund:
• Opened or unsealed boxes, bags, or packs of gums and gummies (for public health and hygiene safety).
• Items damaged due to improper storage after delivery.
• Gift cards.
• Final sale or clearance items (clearly marked as “final sale” at the time of purchase).
Free Returns
We offer free returns on all eligible items. No restocking fees will be deducted from your refund. Return shipping labels will be provided by us at no cost to you. To request a return and obtain a prepaid return shipping label, please contact us at info@neuragum.shop.
How to Initiate a Return
1. Contact our customer service team at info@neuragum.shop with your order number and the item(s) you wish to return.
2. You will receive a Return Merchandise Authorization (RMA) number and a prepaid return shipping label within 1-2 business days.
3. Pack the unopened item securely in its original packaging, include your proof of purchase, and affix the return label.
4. Drop off the package at any authorized carrier drop-off location indicated on the label.
Return Address
Once you receive your prepaid return label, please ship your return to the address indicated on the label. Our designated returns processing location is:
gumsale
326 Broad Ripple Dr
Huffman, TX 77336
United States
Refund Processing Time
Once we receive and inspect your returned item, we will process your refund within 1-2 business days. Refunds will be issued to your original payment method (credit card, debit card, or PayPal account). Please note that depending on your financial institution, it may take an additional 7-10 business days for the refund to appear in your account.
Partial Refunds
Partial refunds may be granted in the following situations:
• Items returned with outer packaging wear but intact inner product seals.
• Items returned after the 30-day window (at our discretion).
In such cases, we will notify you via email with the proposed refund amount before processing.
Exchanges
We do not currently offer direct exchanges. If you prefer a different flavor or variety pack of gummies, please return your unopened original item for a full refund and place a new order.
Damaged, Melted, or Defective Items
If you receive a package with damaged seals, expired product, or melted candies, please contact us within 7 days of delivery at info@neuragum.shop. Include your order number and clear photos of the issue. We will arrange for a free return and a full refund, or a replacement.
Contact Us
For any return-related questions, please reach out to us at info@neuragum.shop or call +1(386)-901-0085.