Return & Refund Policy
Last updated: January 28, 2026
1. Policy Overview
This Return & Refund Policy is designed to clearly explain how customers can request a return or refund for products purchased from Neooen. We believe that a transparent and well-documented return process builds trust and helps customers make informed purchasing decisions.
This policy applies to all physical products sold on the Neooen website, including handbags and related accessories. Please read this policy carefully before submitting a return or refund request.
2. Key Timeframes Summary
The table below provides a quick reference for our return and refund timelines. Detailed explanations for each timeframe are provided in the following sections.
| Policy Item | Timeframe | Description |
|---|---|---|
| Return Request Period | 60 days | From the date the order is marked as delivered |
| Refund Processing Time | Up to 12 business days | After returned item is received and approved |
3. Return Eligibility Period (60 Days)
Customers are eligible to request a return within 60 days from the date their order is confirmed as delivered by the shipping carrier.
- The return window begins on the delivery confirmation date
- Return requests must be submitted within 60 calendar days
- Requests submitted after 60 days will not be accepted
This return period is intended to give customers sufficient time to receive, inspect, and evaluate their purchase.
4. Conditions for Returned Items
To qualify for a return, items must meet the conditions outlined below. These conditions ensure that returned products remain suitable for inspection and processing.
- The item must be returned in its original condition
- The item must not show excessive signs of wear, damage, or misuse
- Original packaging, tags, and accessories should be included where applicable
- The return must be approved by Neooen before shipping the item back
5. Items Not Eligible for Return
Certain items are not eligible for return due to hygiene, customization, or clearance reasons.
- Items marked as final sale or clearance
- Customized or personalized products
- Items damaged due to improper use or handling
6. How to Request a Return
To initiate a return, customers must follow the steps outlined below. Following this process helps ensure timely review and processing.
- Contact Neooen customer support via email
- Provide your order number and reason for return
- Wait for return authorization and instructions
- Ship the item back according to the provided guidelines
7. Return Shipping Responsibility
Responsibility for return shipping costs depends on the reason for the return.
| Return Reason | Shipping Cost Responsibility |
|---|---|
| Defective or incorrect item | Covered by Neooen |
| Change of mind or preference | Customer responsibility |
8. Refund Processing Time (Up to 12 Business Days)
Once a returned item is received and inspected, Neooen will notify the customer regarding the approval status of the refund.
Approved refunds are processed within 12 business days. This timeframe begins after inspection is completed.
9. Fees and Deductions
Neooen maintains a strict no-fee refund policy.
- No restocking fees
- No handling or processing fees
- No hidden or undisclosed charges
10. Refund Method
Refunds are issued to the original payment method used at checkout. Processing times may vary depending on the customer’s bank or payment provider.
11. Late or Missing Refunds
If a refund has not appeared within the stated timeframe, customers are encouraged to:
- Check with their bank or card issuer
- Confirm status with the payment provider
- Contact Neooen customer support for assistance
