Returns and refunds

Your right of withdrawal

For a distance purchase, you have 14 calendar days starting the day after receipt to inform us of your decision to withdraw, without giving a reason. For an order delivered in several shipments, the period begins after receipt of the last item.

Unsealed products and hygiene

The right of withdrawal does not apply to goods unsealed after delivery that cannot be returned for hygiene or health protection reasons, including sealed cosmetics whose protective seal has been opened. This exception does not remove your statutory guarantees for defects or non-conformity.

Notifying us and returning products

Email your withdrawal statement to contact@neyapure.com, including your identity, order number and affected products. We will provide return instructions and the return address. Goods must be sent back within 14 days of your statement.

Costs and refunds

You bear direct return costs where you were informed before purchase, unless NEYA Pure pays them. Refunds due, including applicable standard delivery charges, are made through the original payment method within 14 days of your statement. For goods, a refund may be withheld until the goods are received or proof of dispatch is supplied. The extra cost of a delivery option more expensive than standard delivery is not refunded.

Damaged, defective or non-conforming product

Contact contact@neyapure.com with your order number, a description of the issue and, if possible, photos of the parcel and product. Your request will be reviewed under applicable statutory guarantees; a defect claim is separate from withdrawal for a change of mind.