RETURN & REFUND POLICY
RETURN & REFUND POLICY
Shop with Confidence.
At Neoliva, we carefully prepare and check orders before shipping. If you receive a damaged, incorrect, defective, or eligible returnable product, our team is here to help.
OVERVIEW
Return & Refund Policy
This Return & Refund Policy explains how returns, exchanges, refunds, and order issues are handled when you shop from Neoliva.store.
You may request a return or exchange within 14 days from receiving your order, provided that the product is eligible and meets the conditions in this policy. For defective, damaged, or not-as-described products, requests may be accepted within 30 days from receipt, subject to review and approval.
Return Period
Eligible returns or exchanges may be requested within 14 days from the date you receive your order.
Defective Items
Damaged, defective, or not-as-described items may be reviewed within 30 days from receipt.
Unopened Products
Beauty and hygiene-sensitive products must be unused, unopened, sealed, and in original packaging unless defective or incorrect.
Refund Timing
Approved refunds are usually processed within 7–14 business days after approval, receipt, and inspection.
RETURN ELIGIBILITY
To Be Eligible for Return or Exchange
- ✓The product must be unused, unopened, and in its original packaging.
- ✓The product seal must be intact, if applicable.
- ✓The product must not be damaged by the customer.
- ✓The product must include all accessories, labels, gifts, samples, or promotional items received with it.
- ✓Proof of purchase or order number must be provided.
HYGIENE-SENSITIVE PRODUCTS
Beauty, Skincare & Personal Care Products
Because Neoliva sells beauty, skincare, haircare, makeup, baby care, personal care, and wellness products, some items cannot be returned once opened, used, tested, or unsealed.
For health, hygiene, and safety reasons, we cannot accept returns for opened or used products unless the product is defective, damaged, incorrect, or not as described.
Generally Non-Returnable Once Opened
Skincare, haircare, makeup, body care, personal hygiene, oral care, baby care, wellness and healthcare-related items.
Packaging Must Be Complete
Products with broken seals, opened packaging, missing original packaging, or missing accessories may not be accepted.
Final Sale & Gift Items
Gift cards, final sale items, free gifts, samples, or promotional items may be non-returnable unless an eligible issue applies.
ORDER ISSUES
Damaged, Defective, Missing, or Incorrect Items
If you receive a damaged, defective, missing, or incorrect item, please contact us as soon as possible with the following details:
- 1Your order number.
- 2Clear photos of the product and packaging.
- 3A photo of the shipping label, if available.
- 4A clear description of the issue.
Once reviewed, our team may offer a replacement, exchange, refund, store credit, or missing item shipment where applicable.
HOW RETURNS WORK
Return Approval Process
Contact Support
Email support@neoliva.store with your full name, order number, phone number, product name, reason for return or exchange, and photos or videos if applicable.
Wait for Approval
Please do not send products back before your return request is approved. Returns sent without approval may not be accepted.
Case Review
Approval depends on request date, product condition, category, whether it is opened or used, seal status, proof of purchase, and evidence provided.
Product Inspection
Returned products may be inspected after collection or delivery back to Neoliva. If conditions are not met, the return may be rejected.
Refund or Exchange
Approved refunds are usually issued using the original payment method where possible, or by bank transfer, mobile wallet, store credit, or another agreed method.
Shipping Fees & Return Costs
Neoliva covers approved return or replacement shipping costs for damaged, defective, incorrect, or missing items caused by Neoliva or delivery. Customer-preference returns may require customer-paid return shipping.
Exchanges
Eligible products may be exchanged subject to approval and availability. Price differences may be paid, refunded, or issued as store credit where applicable.
Sale & Discounted Items
Discounted items may be returned only if eligible. Final Sale or Non-Returnable items may not be eligible unless defective, damaged, incorrect, or not as described.
SPECIAL CASES
Bundles, Cancellations & Refused Orders
| Case | Policy Summary |
|---|---|
| Bundles & Promotional Offers | All items in a bundle or offer may need to be returned together. Free gifts, samples, or promotional items should be returned unused and in original condition. |
| Cancellations Before Shipping | You may request cancellation before the order has shipped. If already shipped, it may be handled as a return after delivery. |
| Refused Deliveries | Refusing an order without valid reason may result in shipping, return, or handling costs where permitted. Repeated refusals may affect future Cash on Delivery orders. |
| Incorrect Customer Information | Neoliva is not responsible for failed deliveries or delays caused by wrong phone number, incomplete address, incorrect city/governorate, unreachable customer, or unavailable recipient. |
PRODUCT SUITABILITY
Allergic Reactions, Expiry & Return Abuse
Allergic Reactions
Beauty, skincare, haircare, and wellness products may react differently depending on skin type, hair type, sensitivity, usage, and personal conditions. Read product details and stop use if irritation occurs.
Expired or Near-Expiry Products
If you believe you received an expired product, contact us with photos of the packaging, expiry date, batch number if available, and order number.
Return Abuse
Neoliva may refuse returns, exchanges, refunds, or future orders if misuse of the return policy is detected, including false claims, excessive requests, or repeated refused orders.
CONTACT US
Need Help with a Return, Exchange, or Refund?
If you have any questions about returns, exchanges, refunds, damaged items, or order issues, please contact our customer support team.
Email: support@neoliva.store
Website: Neoliva.store