Last Updated: 01 November 2025

At Neuness, your satisfaction is our priority. This Return Policy explains the terms and conditions under which items purchased from our website or mobile application (the "Platform") may be returned.

1. Eligibility for Returns

To qualify for a return, items must meet all of the following requirements:

• The item is unused, unworn, and unwashed.

• The item is in original packaging, including all tags, labels, and accessories.

• The return request is initiated within the applicable return window.

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

Items that do not meet these conditions may be rejected.

2. Return Window

• UAE Orders: Returns accepted within 7–14 days of receiving the product.

• International Orders: Timeframes vary by region and will be communicated at checkout.

The return period starts from the date of delivery.

3. Non-Returnable Items

For hygiene, safety, and customization reasons, the following products cannot be returned:

• Innerwear, lingerie, and undergarments

• Beauty, skincare, and cosmetic items

• Fragrances

• Personalized or custom-made products

• Clearance, final-sale, or non-returnable items (as specified on product pages)

4. How to Initiate a Return

You can start a return quickly through your Neuness account:

1. Log in to your account.

2. Navigate to Orders.

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

4. Choose a return reason and submit the request.

5. Follow the instructions for pickup or drop-off.

You will receive confirmation once the return request is approved.

5. Return Shipping

• UAE: Return pickup may be free or subject to a small fee depending on promotions.

• International: Customers are usually responsible for return shipping costs.

If the return is due to an error by Neuness (wrong item, damaged item), all fees are covered by us.

6. Quality Check

All returned products go through a quality inspection. Returns may be rejected if:

• There are signs of wear.

• The item has perfume, makeup, or stains.

• Tags are missing.

• The product is damaged due to customer handling.

If rejected, the item will be sent back to you.

7. Return Status Updates

You will be notified at each step:

• Return request submission

• Pickup confirmation

• Quality check results

• Approval or rejection

8. Exchanges

Exchanges are subject to stock availability.

• If the requested size or color is unavailable, the item will be refunded instead.

• Exchanges may not be available for international orders.

9. Incorrect, Damaged, or Defective Items

If you receive a faulty or incorrect item:

• Report it within 48 hours of delivery.

• Provide photos or videos for verification.

We will arrange a pickup and replacement at no additional cost.

10. Order Cancellation

Orders may be cancelled before shipment.

• If the order has already shipped, it must follow the return process.

11. Contact Us

If you need help with a return, you can contact us anytime:

• Email: support@neuness.com

• Website: neuness.com

Thank you for shopping with Neuness!