Returns & Exchanges
At NEOCHROM LTD, returns are easy! We strive to offer the best shopping experience, including fast and hassle-free returns. Please contact Customer Service to process your return.
Exchange and/or returns conditions
If customers are not satisfied with the item they have received, NEOCHROM LTD will allow them to exchange the item for another within a fourteen (14) day period, counting from the date of reception, provided that the item has not been used or damaged. Consequently, NEOCHROM LTD cannot accept exchanges or returns of used or damaged items (except in the case of flaws. If you wish to return an item, the label and the safety seal must remain intact.
It is not possible to change one product for another. To exchange one item for another, you must follow the refund procedure and make a new purchase. All returns of purchased items must be carefully packaged and include a duly completed delivery note or returns form.
Postal exchanges and/or returns
Exchanging a product for another or returning a product is possible by courier, at the following address:
Tel: +357 25 770 614 / 77770070
Address: Ayia Eirini, Road to Platres, Limassol, Cyprus
The postage expenses of items being exchanged or returned shall be borne by the customer and under no circumstances will NEOCHROM LTD accept returns sent carriage due.
Right of withdrawal
The customer has the right to withdraw from the present contract within 14 calendar days without any need to give reasons.
The withdrawal period expires 14 calendar days from the date of purchase. The right of withdrawal does not apply to products whose safety seal has been broken after dispatch.
To exercise the right to withdraw, you must notify us of your decision to withdraw from the contract through an unequivocal declaration (for example, a letter, fax or e-mail):
Telephone: +357 25 770 614 / 77770070
We remind you that you should not provide your card details via e-mail, fax or social networks. Customers can use the following standard form, although this is not obligatory. To comply with the withdrawal deadline, the notification in which you exercise your right to withdrawal simply needs to be sent before the corresponding deadline expires.
Consequences of withdrawal
In the case of withdrawal, we will refund the customer all the payments received after purchase, including the delivery expenses (with the exception of additional expenses arising from a decision by the customer to choose a delivery mode other than the least expensive ordinary delivery we offer) without undue delay and in all cases within 14 days of the date on which we are notified of the decision to withdraw from the present contract. We will process said refund using the same payment method used by the customer in the initial transaction, unless the customer has expressly stated otherwise. Under no circumstances will the customer incur any expense as a consequence of the refund.
We may withhold the refund until the goods have been received, or until the customer has presented evidence of their return, whichever condition occurs first.
The customer must return or deliver the goods directly without any undue delay and within 14 days of the date on which we are notified of the decision to withdraw from the contract. The deadline will be deemed complied with if the goods are returned before expiry of said deadline.
In order to proceed with the return of goods/products, customers can use the services which NEOCHROM LTD places at their disposal, such as: free returns to stores or postal returns, for which the customer will have to pay an additional sum.
For more information on the return conditions, please consult the Exchanges and returns section.
Once the items are received, NEOCHROM LTD will ensure they are in good condition and will dispatch the requested product in the case of an exchange or refund the purchase amount via the same payment method used in the purchase in the case of refunds.
The refund period may vary between 3 and 12 working days from reception of the return at the NEOCHROM LTD warehouses. Once the condition of the returned items has been inspected, the customer will be notified by e-mail.
If you wish to exercise your right to withdrawal from the order, the maximum deadline for the refund of the amount paid by the customer for the products will be 14 calendar days from the withdrawal.
The returned items will always be refunded via the same payment method used to purchase them.
In cases where NEOCHROM LTD has erroneously sent an item different to the one ordered or the quality of the item sent is not acceptable, NEOCHROM LTD, once it has checked the error or defect, will refund the price of the returned item and the postage expenses. Whenever an erroneous or defective item is returned by ordinary post, NEOCHROM LTD will refund the corresponding postage expenses provided the customer encloses a receipt of the return expenses in the parcel. Please note that the postage expenses will be reimbursed after the items are reimbursed.