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RETURNS AND REFUND POLICY — NEORA
At Neora, we want you to be completely satisfied with your purchase. In accordance with UK consumer law, you have 14 days from receipt of your order to notify us of your decision to withdraw.
For any request, contact us at: 📧 contact.neoraskin@gmail.com
After notification, you have a further 14 days to return the product(s) to us.
How to Make a Return
- Return Request — Contact our customer service at: 📧 contact.neoraskin@gmail.com. Please provide your order number and reason for return.
- Return Authorisation — Our team will review your request. If approved, you will receive a Return Authorisation Number (RAN) and detailed instructions. This procedure does not limit your legal right of withdrawal in any way.
- Parcel Preparation — Place the product(s) in secure packaging. Include the original delivery note. Clearly indicate the RAN on the outside of the parcel.
Return Address: APPARTEMENT C31 3 AVENUE MARIE CURIE 31130 QUINT-FONSEGRIVES FRANCE
Who Covers Return Costs?
✔ Defective product or dispatch error — If the product is defective or in the event of a logistics error, return costs are covered by us. A prepaid return label may be provided.
✔ Withdrawal / Change of mind — If you exercise your right of withdrawal or if the product does not meet your expectations, return costs are your responsibility. No restocking fee is applied. A deduction may be made if the product has been used or handled beyond what is necessary to verify its nature and correct function. We strongly recommend shipping with a tracking number: the parcel remains your responsibility until receipt.
Return Shipping Method
Returns must be sent by postal service only, preferably with tracking or insurance.
Processing of Returns
Inspection — Upon receipt, we verify that the products meet the return conditions.
Refund — If the request is approved: the refund will be made via the original payment method. Processing time: up to 10 business days (excluding any bank processing times). Defective product or dispatch error: refund of product plus original shipping costs. Withdrawal: refund of product only.
If you have not received your refund after 10 business days, contact us at: 📧 contact.neoraskin@gmail.com
A confirmation email will be sent once your return has been processed.
Damaged or Incorrect Product
Please inspect your order upon receipt and contact us immediately at 📧 contact.neoraskin@gmail.com if the product is defective, damaged or incorrect.
Exchanges
We offer exchanges. Procedure: return the product (refund processed), then place a new order for the desired item.
Contact — Neora
📧 Email: contact.neoraskin@gmail.com 🌐 Website: https://neora-skin.com/ 📨 Contact form: available on the site
Legal information: The site is operated by GONZALEZ Enzo — Company registration number: 982652935 — Registered address: APPARTEMENT C31 3 AVENUE MARIE CURIE 31130 QUINT-FONSEGRIVES FRANCE