RETURN AND REFUND POLICY

Last updated: June 20, 2026

Thank you for shopping at Neosis. We aim to provide high-quality products. However, please read our policy regarding returns, refunds, and defective products carefully, as it heavily regulates your rights and outlines strict conditions under which refunds and returns are accepted.

1. STANDARD RETURNS (14-DAY RIGHT OF WITHDRAWAL)

In accordance with EU consumer protection laws, customers have a 14-day window to return goods. However, this policy is governed by strict limitations to protect the Seller from fraud and product depreciation.

– The return period expires exactly 14 days from the date you received the package.
– Goods must be returned in their original condition: unwashed, unworn, undamaged, with all tags attached, and in the original, unopened packaging.
– HYGIENE EXCEPTION: Products that are sealed for health or hygiene protection (such as face masks, cosmetics, or items worn close to the skin) are strictly ineligible for return or refund once the sealed packaging has been opened, broken, or tampered with.
– The customer is solely responsible for paying all shipping costs associated with returning the item. Return shipping costs are strictly non-refundable. We highly recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item, and the risk of loss during return transit remains entirely with the customer.

To initiate a return, you must contact us at info@neosisproject.com first. Unsolicited returns sent to our warehouse without prior notice will be rejected.

2. DEFECTIVE PRODUCTS, WARRANTY, AND CLAIMS 

We warrant that the products are free from defects at the time of delivery and for a statutory period of 24 months from receipt, under the conditions set out below.

– LIMITATION OF WARRANTY: This warranty covers manufacturing defects only. It strictly does not cover defects or damage resulting from normal wear and tear, improper use, neglect, lack of maintenance, accidents, physical damage, failure to follow care or washing instructions, or modifications made to the product by the user or a third party.
– PROOF OF DEFECT: To submit a warranty claim, the customer must email info@neosisproject.com with an explicit description of the defect, the order number, and clear photographic or video evidence documenting the issue.
– EVALUATION PROCESS: Upon receiving your claim, we reserve the right to legally evaluate whether the defect falls under the warranty. We may request that the item be shipped back to us at your expense for an in-person expert inspection.
– REMEDIES: If a claim is validated as a legitimate manufacturing defect, we reserve the primary right to resolve the issue at our sole discretion via:
1. Repair of the item, or
2. Replacement of the item with an identical or equivalent product.
A refund (either partial or full) will only be issued if repair or replacement is objectively impossible or financially disproportionate for the Seller.
– TIME FRAME: In accordance with statutory requirements, we will process and decide on your claim within 30 days of receiving the complete defective item and all requested documentation.

3. REFUND DEDUCTIONS FOR DEPRECIATED GOODS

If an item is returned under the 14-day withdrawal period but is found to have been used, washed, damaged, or altered, or if its original packaging is missing or destroyed, the Seller reserves the right to reduce the refund amount. We may deduct an amount up to 100% of the purchase price, corresponding to the diminished value of the goods and the costs required to restore the item to a salable condition or dispose of it.

4. LATE OR MISSING REFUNDS

If you haven’t received a refund yet, first check your bank account or credit card company again, as it may take up to several business days before your refund is officially posted. If you’ve done all of this and you still have not received your refund, please contact us at info@neosisproject.com.