Politique de remboursement
Return & Refund Policy
At NEOS Holistic Center, your well-being and satisfaction are our priorities. We formulate our botanical products with the utmost care and highest quality ingredients.
If for any reason you are not entirely satisfied with your purchase, we are here to help guide you through the return process according to EU regulations.
Our 14-Day Return Policy (EU Right of Withdrawal)
As a company based in the European Union, we abide by the standard 14-day "cooling-off" period. You have the right to cancel or return your order within 14 days of receiving your items for any reason, without justification.
Crucial Eligibility for Return: Due to the nature of our products (botanical skincare, essential oils, and personal care items), we have strict hygiene standards. To be eligible for a return, your item must be exceptionally:
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Unopened and Unused: The product must be in the exact condition you received it.
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Sealed: Any safety seals, plastic wrapping, or tamper-evident stickers must be fully intact. We cannot accept returns of any item that has been opened or unsealed due to health and hygiene reasons.
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Original Packaging: It must be in its original box or container.
You will also need the receipt or proof of purchase.
How to Initiate a Return
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Contact Us First: To start a return, you must contact us at order@neosoils.com within 14 days of receiving your order. Please include your order number and the items you wish to return.
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Await Approval: If your return request is accepted based on the criteria above, we will send you instructions on how to package and send your items.
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Ship the Item: Please send approved returns to our center in Belgium:
NEOS Holistic Center 14 Holstheide 3040 Huldenberg Belgium
Please Note:
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Items sent back to us without first requesting a return will not be accepted.
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Unless the item is defective or damaged upon receipt, you are responsible for the cost of return shipping.
Exceptions and Non-Returnable Items
Please pay close attention to these exceptions given our specific product range:
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Opened Personal Care Goods: We strictly cannot accept returns on creams, serums, oils, or any beauty product once the seal has been broken or the packaging opened, due to hygiene and contamination risks.
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Holistic Therapy Services: Treatments and appointments already provided at the center cannot be "returned" or refunded once the service has been completed. (Please refer to our Appointment Cancellation Policy for missed or cancelled appointments).
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Sale Items & Gift Cards: Unfortunately, we cannot accept returns on final sale items or gift cards.
Damages and Issues
Please inspect your order immediately upon reception. Contact us right away at order@neosoils.com if an item is defective, damaged in transit, or if you received the wrong item, so that we can evaluate the issue and make it right immediately.
Exchanges
We do not offer direct exchanges. The fastest way to ensure you get what you want is to return the item you have following the process above. Once the return is accepted, you can make a separate purchase for the new item.
Refunds
Once we receive and inspect your return to ensure it is unopened and in original condition, we will notify you via email about the approval or rejection of your refund.
If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund to your account.
If more than 15 business days have passed since we’ve approved your return, please contact us at order@neosoils.com.