Widerrufsrecht

Last updated: May 7, 2026

This policy applies to all customers in the United States, United Kingdom, and the European Union (including Germany) . Where different legal rules apply by region, we have clearly indicated them below.

1. Your right to cancel (withdrawal period) – EU & UK customers only

If you are a consumer located in the European Union or the United Kingdom, you have the legal right to cancel this contract within 14 calendar days without giving any reason.

When does the period start?
The 14-day cancellation period begins on the day you (or someone you nominate) receive the goods.

How to cancel:
Before the 14 days expire, you must inform us of your decision by email at [your email address] . You can use the model cancellation form below, but it is not mandatory.

What happens after you cancel?

  • You must return the goods to us within 14 days from the day you notify us of your cancellation.

  • You are responsible for the direct cost of returning the goods, unless the item is defective or we made an error.

  • We will refund you within 14 days from the day we receive the returned goods (or proof of dispatch, whichever is earlier).

Important exception (hygiene & sealed goods):
Under Article 16(e) of the EU Consumer Rights Directive (and equivalent UK law), the right of cancellation does NOT apply to sealed goods that are not suitable for return due to health protection or hygiene reasons, once the seal has been broken after delivery.

Because perfume is a hygiene‑sensitive product:

If you open the packaging or break the original seal, you lose the right to cancel.
Only unopened, fully sealed perfume can be returned under the 14‑day withdrawal right.

2. Return eligibility for unopened products (all markets)

Even if you are not covered by the legal withdrawal right (e.g., US customers or opened products), we voluntarily offer a return option for unopened, unused, and fully sealed items.

  • You may request a return within 14 days of receiving your order.

  • The item must be in its original packaging, with all seals intact and no signs of use.

  • Opened or used perfume cannot be returned for hygiene reasons – this applies to all markets (US, UK, EU).

Non‑returnable items (all markets):

  • Any perfume whose original seal or shrink wrap has been broken or removed

  • Items that have been used, tested, or show any sign of use

  • Returns initiated after 14 days

3. How to return an item (all markets)

  1. Contact our customer service at [your email address] with your order number and reason for return.

  2. We will reply within 2 business days with a return address and clear instructions.

  3. Pack the item securely (must be unopened, with seal intact).

  4. Ship it back to the address provided.

Return shipping costs:

  • General returns (change of mind): You are responsible for return shipping fees. Original shipping fees are non‑refundable.

  • Defective or wrong item: We will cover return shipping costs (see section 5 below).

4. Refund processing (all markets)

After we receive and inspect your returned item:

  • For unopened returns: A refund will be processed to your original payment method.

    • US customers: within 3–7 business days after inspection.

    • UK & EU customers: within 14 days after we receive the returned goods (or proof of dispatch).

  • Original shipping fees are not refunded, unless the return is due to our error or a defective product.

Refunds may take additional time to appear in your account, depending on your bank or payment provider.

5. Defective, damaged or incorrect items (all markets)

We take quality seriously. If you receive a product that is damaged, defective, or not what you ordered:

  • Contact us within 48 hours of delivery, with clear photos showing the issue and the packaging.

  • We will verify the issue and offer you either:
    – a full refund (including original shipping costs), or
    – a free replacement (shipped at no extra cost).

  • We will provide a prepaid return label or reimburse your return shipping costs.

Your statutory rights (UK & EU):
Nothing in this policy limits your legal rights under the Consumer Rights Act 2015 (UK) or Directive (EU) 2019/771 (EU). If a product is faulty, not as described, or unfit for purpose, you are entitled to remedies beyond the 14‑day return period.

6. Model cancellation form (for EU & UK customers)

To Neorbis & Co.
I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods:
– Ordered on () / received on (*)
– Order number:
– Name of consumer(s):
– Address:
– Signature (only if this form is notified on paper):
– Date:

(*) Delete as appropriate.

7. Contact us

If you have any questions about returns or refunds, please contact us:

📧 Email: service@neorbis.net
⏱ Response time: Within 24 hours on business days.