Refund and Return Policy

We want you to feel confident when shopping with NEORBIS. If you need to request a return, please contact our customer service team first.

Return window

If you are a consumer resident in the European Union or the United Kingdom, you have the statutory right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. For all other customers, we also offer a 14-day return window on the same basis.

To exercise your right of withdrawal, please notify us at service@neorbis.net before the 14-day period expires. You may use the standard withdrawal form available on our website, but this is not mandatory.

Return conditions

You may unpack and inspect the product to the extent necessary to establish its nature and characteristics, in the same way you would in a physical store. If the product has been handled beyond what is necessary for such inspection, we may deduct a proportionate amount reflecting the diminished value.

Hygiene restriction

For hygiene reasons, perfume and body care products that have been unsealed and used cannot be returned, in accordance with the exemption for sealed goods unsuitable for return due to health protection or hygiene.

How to start a return

Please contact us before sending any item back. We will create a return request with a return authorization number and provide the correct return address.

Email: service@neorbis.net

Refund processing time

We will refund all payments received from you, including standard delivery costs, no later than 14 days after we are informed of your decision to withdraw. We may withhold the refund until we have received the returned goods or until you have supplied evidence of having sent them back, whichever is earlier. After we receive and inspect the returned item, we usually complete the refund review within 2 business days if the return meets the conditions above.

Return shipping costs

Return shipping costs are borne by NEORBIS when we provide a prepaid return label. Please contact customer service before returning any item so we can confirm the correct return route, return authorization number and return address.