Refund Policy
Returns
Is it possible to return my order? Yes, it is possible.
If you are not satisfied with the items you ordered, you can return them within 30 days of receipt.
In this case, the order must meet the following conditions:
- The order contains all the correct parts and components, and the packaging is exactly as it arrived with the product.
- The product has been handled normally; breakage due to careless use is excluded.
- Products where hygiene is important have been thoroughly cleaned before the return process begins.
- The product was found to be defective upon receipt.
- We reserve the right to charge the customer for shipping costs.
A return will be processed within 7 business days, and if the conditions are met, the return will be officially confirmed within this period.
We reserve the right to refuse returned items if we suspect that the items have been used or damaged.
How can I return my order?
If your order meets the above conditions, you must do the following to start the return process:
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Send an email to: mail@neunio.com
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Ensure the email contains the following:
- Order number
- Reason for the return request
- Photo of the product in case of breakage
- Customer’s first and last name
- Customer’s address
We will then contact you and provide the return address.
Please do not send the return to the sender; we will provide you with the correct address after you have requested it. You, the customer, are responsible for the shipping costs of the return product.
Cancellation Policy
Consumers have a right of withdrawal according to the following provision if the consumer is a natural person who enters into a legal transaction for purposes that are predominantly not related to their commercial or professional activity:
Right of Withdrawal
The cancellation period is 30 days from the day you or a third party named by you, who is not the carrier, received or accepted the last goods.
As we use a fully automated system, orders are processed as soon as they are placed. Therefore, we cannot interrupt the shipping process until delivery is complete, meaning a refund is not possible until after the goods have been received.
To exercise your right of withdrawal, you must inform us (NEUNIO) with a clear statement (e.g., via email) of your decision to withdraw from this agreement. The withdrawal is completed once we have received the goods. The cost of returning the goods is borne by the buyer.
Registration of Shipments in Transit
Since our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible. Please wait until you receive the goods and then return them to us. Of course, you can notify us of your cancellation in advance.
To ensure the fastest possible return, we ask that you send us a shipping confirmation.
Consequences of Withdrawal
If you withdraw from this agreement, we must refund all payments we have received from you, excluding shipping costs (excluding any additional costs arising from your choice of a different delivery method than the cheapest standard delivery we offer), without delay and no later than fourteen days from the day we receive notification of your withdrawal from this agreement and the receipt of the goods. For this refund, we will use the same payment method that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees for this refund.
ALL RETURNS ARE AT THE CUSTOMER'S EXPENSE AND MUST BE SHIPPED TO OUR CENTRAL WAREHOUSE IN ASIA.