Last updated: 19.07.2026
Your Right to Return (14 Days)
As a customer in the EU, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.
To start a return, use the “Withdraw from contract” link in our website footer or from your My Account → Orders page. You’ll need your order number and the email used at checkout.
How Refunds Work
- Once we receive your withdrawal request (and the returned item, if applicable), we will process your refund within 14 days.
- Refunds include the item price and standard delivery cost.
- Refunds are issued to your original payment method (Stripe or PayPal).
- You are responsible for return shipping costs, unless the item arrived faulty, damaged, or incorrect.
Faulty or Incorrect Items
If your item arrives damaged, defective, or different from what you ordered, contact us at contact@neofy.shop with your order number and photos of the issue. We will arrange a replacement or full refund, including any return shipping costs, at no charge to you.
What Can’t Be Returned
- Items that are custom-made or personalized for you
- Sealed items unsealed after delivery for hygiene/health reasons (e.g. certain pet care or personal-use items)
- Digital content already accessed with your consent
Legal Guarantee (2 Years)
Separately from the 14-day withdrawal right, all products are covered by the statutory 2-year legal guarantee against defects under EU consumer protection law.
Delivery Time Note
Because our products ship directly from our suppliers, delivery may take longer than typical domestic orders (generally 10–25 business days). The 14-day withdrawal period begins from the date you receive your order, not the date you place it.
Questions?
Contact us at contact@neofy.shop — we’re happy to help with any return or refund question.