Last Updated: 01 November 2025

Thank you for shopping at Neuness. We aim to provide a smooth and satisfying shopping experience. This Return & Refund Policy explains how returns, refunds, and exchanges are handled for purchases made on our website or mobile application (the "Platform").

By placing an order with Neuness, you agree to the terms outlined below.

1. Eligibility for Returns

Items may be returned if they meet the following conditions:

• The item is unused, unworn, and unwashed.

• The item is in its original packaging, with all tags and labels attached.

• The return request is submitted within the specified return period.

• The product is not listed under non-returnable categories.

We reserve the right to reject returns that do not meet these conditions.

2. Return Period

• UAE Orders: Returns accepted within 7–14 days of delivery.

• International Orders: Return period may vary depending on destination.

Exact time frames will be shown on the product page or checkout.

3. Non-Returnable Items

The following items cannot be returned for hygiene or customization reasons:

• Innerwear, lingerie, and undergarments

• Beauty, cosmetics, and personal care products

• Customized or personalized items

• Clearance or final-sale items (when mentioned)

• Fragrances and opened cosmetics

4. Return Process

To initiate a return:

1. Log in to your Neuness account.

2. Go to Orders > Request Return.

3. Select the item(s) you wish to return.

4. Choose the reason for return.

5. You will receive pickup instructions or a return shipping label.

Note: Returned items must pass a quality check before approval.

5. Return Shipping

• For UAE: Return shipping may be free or charged depending on promotions.

• For international orders: Shipping charges are usually the customer’s responsibility.

If the return is due to a Neuness error (wrong item, damaged item), shipping fees are waived.

6. Refund Process

Once the returned item passes quality inspection:

• A refund will be issued to the original payment method.

• Refunds may take 5–14 business days depending on your bank or payment provider.

If the original payment was Cash on Delivery, refunds may be issued as:

• Store credit OR

• Bank transfer (based on availability)

7. Exchange Policy

• Exchanges depend on stock availability.

• If the requested size or color is unavailable, the return will be processed as a refund.

Exchanges are only allowed for selected categories.

8. Damaged, Defective, or Wrong Items

If you received a faulty or incorrect product:

• Contact customer support within 48 hours of delivery.

• Provide photos or videos of the issue.

We will arrange a replacement or refund at no additional cost.

9. Refund Exceptions

Refunds will not be processed if:

• The item fails the quality check (used, damaged, perfume smell, makeup stains, etc.)

• Items are sent back without following the return process

• The return window has expired

10. Store Credit

Customers may opt for store credit instead of a refund.

• Store credit is valid for 12 months from the date issued.

• It can be used on any product on the Neuness Platform.

11. Order Cancellation

You may cancel your order before it is shipped.

• If payment was made online, the refund will be issued to the same payment method.

• Once the order is shipped, it cannot be canceled and must follow the return process.

12. Contact Us

If you need help with a return or refund, reach out to us:

• Email: support@neuness.com

• Website: neuness.com

Thank you for choosing Neuness!