Customer satisfaction is very important to us. If you are not completely satisfied with your purchase, you may request a return in accordance with the conditions outlined below.
Right of Withdrawal
In accordance with European consumer protection regulations, customers have the right to withdraw from a purchase and return the product within 14 days of receiving the order, without providing a specific reason.
To exercise this right, customers must notify us within the withdrawal period.
Return Eligibility
To qualify for a return, items must meet the following conditions:
- The product must be unused and in the same condition as received
- The product must be returned in its original packaging
- All tags, accessories, and included materials must be intact
- Proof of purchase or order confirmation must be provided
Items that show signs of wear, damage, or misuse may not be eligible for a refund.
Return Procedure
To initiate a return request, please contact our customer support team with your order number and reason for return. Once your request has been reviewed, we will provide instructions on how to return the item.
Customers should not send items back without receiving return instructions first.
Return Shipping
Unless the product is defective, damaged, or incorrect, customers are generally responsible for the cost of return shipping. We recommend using a trackable shipping method to ensure safe delivery of the returned package.
We cannot guarantee that we will receive returned items sent without tracking.
Refund Process
Once the returned item has been received and inspected, we will notify you regarding the status of your refund.
If the return is approved, the refund will be processed to the original payment method. Processing times may vary depending on the payment provider or financial institution.
Please note that original shipping fees may not be refundable unless the return is due to an error on our part.
Exchanges
At this time, we may not offer direct exchanges. Customers wishing to obtain a different size or product may place a new order after completing the return process.
Contact Us
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Email: service@neohem.com
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