Refund Policy + The Neeno Glow Promise

We’re so grateful for your support and hope you LOVE your purchase as much as we loved creating it. Neeno Body Butter is handcrafted and packaged with care. Because body care is a personal-use product, we generally don’t accept traditional returns once an order ships—but we will always make it right if something arrives damaged, incorrect, or incomplete, and first-time customers are covered by our Neeno Glow Promise.

The Neeno Glow Promise (First-Time Purchase)

Your first Neeno order should feel confident and effortless. If you’re a first-time customer and your purchase isn’t the perfect match, we’ll make it right with store credit—so you can find the scent and feel you love.

How it works

  • First-time customers only (one Glow Promise per customer/household)

  • Request within 14 days of delivery

  • Applies to one item (excludes bundles)

  • Excludes gift cards, digital items, and clearance/final sale items

  • Item must be mostly full (a quick photo may be requested)

  • Store credit covers the item price (shipping not included)

To request Glow Promise credit
Email DeneenO@neenobodybutter.com with your order number + a quick photo of the item, and tell us what didn’t work (scent, texture, feel). We’ll reply with next steps and your credit details.

Order Issues We’ll Fix

If your order arrives damaged, you received the wrong item, or something is missing, we’ll take care of you.

Damaged Items

Email us within 48 hours of delivery and include:

  • A clear photo of the damaged item(s)

  • A photo of the shipping box/packaging (if damaged)

  • Your name + order number

We will arrange a replacement or store credit, depending on availability.

Wrong or Missing Items

Email us within 48 hours of delivery with your order number and a quick photo of what you received. We’ll send the correct/missing item or issue store credit.

Heat, Melting, and Graininess (Natural Butter Notice)

Neeno Body Butter is made with natural butters that can soften or melt in transit, especially in warm climates (including FL, TX, AZ, CA, GA, NC) or when packages sit in mailboxes.

If your butter arrives softened or melted:

  • Refrigerate for 30 minutes upon arrival to restore firmness.

About graininess (rare):
In rare cases, melting and re-solidifying can cause a grainy texture due to natural oil crystallization. This does not affect quality or performance.

How to smooth:

  • Gently heat in a microwave-safe bowl for 10–15 seconds at a time until fully melted

  • Pour back into the container

  • Refrigerate immediately and allow to solidify

Important note:
Because melting/graininess can recur based on climate and handling after delivery, we are not able to replace or refund items due to melting, softness, or graininess. We do, however, take proactive steps (including insulating and freezing when appropriate) to protect orders shipped to extreme heat regions.

If you live in a hot climate and prefer to avoid melting, we recommend our Luxury Body Oils for a consistently heat-friendly option.

 

For tips on caring for your butters, please review our care instructions. Thank you for being part of the NEENO Body Butter Family—every purchase supports our passion for spreading LOVE, one jar at a time!