Refund & Return Policy

our commitment to your happiness.

Because every single creation at neads is an intimate, sensory collectible meticulously hand-poured in small batches, our return policy reflects the fragile and artisanal nature of our craft. We ask that you choose your tactile matches carefully before finalizing your order.

🎀 1. cancellations (2-hour window)

We want you to love your purchase, but we also process and prepare our small-batch orders rapidly. You may request a full cancellation and refund strictly within 2 hours of placing your order.

To cancel, please email us instantly at hello@neadslab.com with the subject line "URGENT CANCELLATION #OrderNumber". Once this 2-hour window has passed, your order will enter our fulfillment or crafting stage, and it can no longer be canceled, modified, or refunded.

🚫 2. change of mind (all sales are final)

Due to the hyper-limited nature of handmade items and strict hygiene standards for personal tactile objects, all sales are final once shipped.

We kindly do not accept returns, exchanges, or refunds for "change of mind," personal tactile preferences (e.g., finding a squishy too firm or too soft), or general dissatisfaction. We highly encourage reviewing our Product Care & Buyer's Guide to understand the unique sensory profile of each drop before purchasing.

💝 3. transit damage & replacements (our guarantee)

Your happiness is my absolute priority. While we pack our boxes with premium protective cushioning, international transit can occasionally be rough. If your sensory collectible arrives severely damaged, punctured, or leaking, we will gladly dispatch a free replacement rush-shipped from our studio.

How to claim your replacement:

• You must contact us strictly within 48 hours of delivery at hello@neadslab.com.
• Your email must include your Order Number and a continuous, unedited unboxing video showing the opening of the shipping box and the clear damage to the product.
• If a direct replacement for your specific limited-edition drop is out of stock, we will issue a full store credit or a complete refund to your original payment method.

🔮 4. artisanal nuances vs. defects

As human-crafted objects, our products naturally possess tiny, individual quirks. Microscopic air bubbles trapped under the surface, cooling wrinkles near the seal, or extremely minor static dust fibers are organic signatures of handmade liquid silicone—they do not affect the safety, structural integrity, or therapeutic functionality of the piece, and are not classified as transit damage or defects.

✈️ 5. lost or stolen packages

neads is responsible for safely crafting, packing, and handing your parcel over to international courier partners with full active tracking. Once the tracking status is marked as "Delivered" by your local postal service, neads cannot be held liable for packages that are stolen from porches, mailbox areas, or lost due to incorrect shipping addresses entered at checkout.

Still have a question about our policies? I'm always here to help you clear things up at hello@neadslab.com.