Refund policy
We want you to be completely satisfied with your NEYA purchase, and we understand that sometimes returns are necessary. Depending on your situation, you may return your item for a full refund, store credit, or an exchange. Please read this policy carefully to ensure a smooth and efficient process.
Returns
You have the right to return any product purchased from NEYA within 30 days of the delivery date. For a standard return, the product must be unused, in its original packaging, and in the same condition as when you received it. (If you've already used the product, please see our 30-Day Money-Back Guarantee above.)
Initiating a return: contact our customer service team at and provide your order number, a detailed reason for the return, and any supporting images if applicable.
Return Costs
Customers are responsible for return shipping costs unless the return is the result of an error on our part, or the product is defective or the wrong item (variant). Shipping delays due to customs clearance, which are beyond our control, are not considered valid reasons for a return.
Return Authorization (RA)
Once your return request is approved, you'll receive a Return Authorization (RA) number and instructions on how to proceed. NEYA operates globally, and in certain cases we may be unable to provide a prepaid return label; in those cases you'll receive return instructions to send the item back yourself.
If your package arrives damaged, defective, or with the wrong variant, we'll cover the return shipping costs (e.g., a voucher code applied during the return process). For any other reason, the customer is responsible for return shipping. We recommend using a traceable shipping method. Please ship your return within 30 days of receiving your RA number.
Damaged Items / Wrong Variant
Products that are incorrect, defective, or damaged in transit are eligible for return in their original, unused condition and packaging. After we receive and inspect the item, we'll process a replacement or a refund, as you prefer.
Exchanges
Exchanges are available within the return period (typically 30 days from delivery). Please package the product securely to prevent damage in transit. We offer exchanges for products of equal value; if the exchange item is of a different value, the customer pays the difference. Customers are responsible for return shipping on exchanges.
Non-Returnable Items / Conditions
All standard returns must meet the following conditions:
- Unused: merchandise must be in its original condition. We can't process standard returns for used items (used products may still qualify under the 30-Day Money-Back Guarantee above).
- Damage-free: products should show no signs of damage, unless received damaged.
- Special exception: in specific cases we may send a replacement without requiring the original to be returned. If you find the replacement unsatisfactory, both the original and replacement must be returned to be eligible for a refund. This is a one-time exception; subsequent replacements are issued only upon return of the items.
Restocking Fee
Standard returns may be subject to a 15% restocking fee, which covers the cost of processing returns, restocking inventory, and potential depreciation of returned items.
The restocking fee may be waived when:
- The item received is defective or damaged on arrival.
- The wrong item was shipped and a replacement is unavailable.
Waiver requests are evaluated case by case. (Refunds under the 30-Day Money-Back Guarantee are exempt from this fee.)
30-Day Money-Back Guarantee
We stand behind our products. If you've used your NEYA product and you're not satisfied with your results, you're covered by our 30-Day Money-Back Guarantee — simply contact us within 30 days of delivery to request a refund.
Because this guarantee is based on your experience actually using the product, our team may ask for reasonable proof of use (for example, clear photos of the used product and/or of your results) in order to review and approve your request.
To request a guarantee refund, email with:
- Your full name
- Your order number
- The reason for your request
- Any supporting photos/proof we request
Once we receive and review the required information, we'll confirm the next steps and process your approved refund to your original payment method. Refunds issued under this guarantee are not subject to a restocking fee.
Refund Processing
Once approved, refunds are issued to your original payment method (or as store credit, if selected). Please allow a few business days for the refund to appear, depending on your bank or payment provider.
Changes to This Policy
NEYA reserves the right to modify or update this return policy at any time. Changes are effective immediately upon posting on our website.
Contact
Questions or concerns about this Refund Policy? Contact our customer service team at .