Refund policy

Consumers are entitled to the following right of withdrawal:

Right of withdrawal

You have the right to withdraw from this contract within 30 days without giving any reason.

The withdrawal period is 30 days from the day on which you or a third party designated by you, who is not the carrier, took possession of the goods.

Business customers have no statutory right to withdraw from a purchase contract. The right of withdrawal, which exists under German law (pursuant to § 355 BGB) and the EU Consumer Rights Directive, applies to consumers only.

To exercise your right of withdrawal, you must inform us (Neona Living GmbH, Düsseldorfer Str 26, 51379, Leverkusen, Germany, email: support@neona.store) of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post or an email). You may use the enclosed model withdrawal form for this purpose, but it is not mandatory. If you make use of this option, we will send you confirmation that we have received such a withdrawal without delay (e.g. by email). The goods must be returned exclusively to the following address: CFS c/o Neona Living GmbH, Neusser Str. 772, 50737 Köln.

To meet the withdrawal deadline, it is sufficient for you to send your notification of the exercise of the right of withdrawal before the withdrawal period has expired.

Consequences of withdrawal

If you withdraw from this contract, we must reimburse all payments we have received from you without undue delay and no later than 30 days from the day on which we receive notification of your withdrawal from this contract. For this reimbursement we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no event will you be charged any fees because of this reimbursement. We may refuse the reimbursement until we have received the goods back or until you have provided proof that you have sent the goods back, whichever is earlier.

You must send back or hand over the goods to us without undue delay and in any event no later than 30 days from the day on which you inform us of the withdrawal from this contract. The deadline is met if you send off the goods before the period of 30 days has expired. You bear the direct costs of returning the goods. You are only liable for any loss in value of the goods if this loss in value is due to handling of the goods that is not necessary to establish their nature, characteristics and functioning.

Model withdrawal form

(If you wish to withdraw from the contract, please fill out this form and send it back. This address is not for returning the goods. The goods must be returned to the following address: Neona Living, Neusser Str. 772, 50737 Köln.)

To:

Neona Living GmbH, Düsseldorfer Str 26, 51379, Leverkusen

Germany

Email: support@neona.store

I/We (*) hereby withdraw from the contract concluded by me/us (*) for the purchase of the following goods (*) / the provision of the following service (*)

Ordered on (*) / received on (*): _____________________________ Name of consumer(s): ______________________________ Address of consumer(s): ________________________________

_________________________________________________
Signature of consumer(s) (only if notified on paper)

Date ___________________________________ (*) Delete as appropriate

Exclusion or premature expiry of the right of withdrawal

Unless the parties have agreed otherwise, the right of withdrawal does not apply to contracts
for the supply of goods that are liable to deteriorate rapidly or whose expiry date would be exceeded quickly.
for the supply of sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been broken after delivery;

for the supply of goods if, after delivery, they have been inseparably mixed with other items due to their nature.

Return conditions:

1. Original condition of the goods:
   Returns are only accepted if the goods are in their original condition. Original condition includes:

   • No signs of use, damage or alterations to the goods.
   • Complete return of all accessories as well as the original packaging.
     

2. Deduction for differing condition:
   If the returned goods are no longer in their original condition and this was not expressly reported as a defect or damage upon receipt of the goods, we reserve the right to reduce the refund amount by 30% of the original purchase price. This deduction covers the loss in value of the goods as B-grade goods.

3. Defective goods:
   Defective goods must be clearly marked upon return and accompanied by a description of the defect. In these cases, we will inspect the condition and grant a refund in accordance with our policies.

4. Customers are asked to return the physical products to the seller as a prepaid parcel and to keep the proof of postage. If the return is registered and sent back via the returns portal, you will be informed by email about every step in the processing of the return. In the event of a high volume of returns, processing the return, up to and including the refund, may take up to 30 days.