Returns Policy

All Neolina products are carefully inspected and packed before shipment. We take great care to ensure your order arrives in perfect condition.

We do not accept returns or offer refunds for change-of-mind purchases — all sales are final unless a problem arises with your order.

If your order arrived damaged, defective, or incorrect, we sincerely apologise and will do everything we can to make it right. Please contact us within 14 calendar days of receiving your order with your order number and photos of the issue. Our team will assess your claim and respond as quickly as possible. Once approved, a refund will be issued to your original payment method within 5–10 business days.

How to submit a claim

To submit a claim, email us at returns@neolina-cosmetics.com with your order number, a description of the issue, and photos of the damage. You can find an email template ready to copy at the bottom of this page.

We aim to respond to all claims as soon as possible. If your claim is approved, your refund will be processed to the original payment method used at checkout within 5–10 business days. You will receive a confirmation email once the refund has been issued.

Conditions

  • We only accept claims for products that arrived damaged, defective, or incorrect.
  • Claims must be submitted within 14 calendar days of the delivery date.
  • Your claim must include your order number and clear photos showing the damage or issue.
  • We do not accept returns or offer refunds for change-of-mind, unwanted, or incorrectly ordered products.
  • Items that have been opened, used, or further damaged after delivery are not eligible for a refund.
  • Refunds are issued to the original payment method used at checkout, within 5–10 business days of claim approval.
  • We reserve the right to assess each claim individually and may request additional information before processing a refund.

Submit a refund claim

To submit a refund claim, email us at returns@neolina-cosmetics.com with the following information:

  • Your full name
  • Order number
  • Email address used at checkout
  • Item(s) affected
  • Description of the issue
  • Photos of the damage (attached to the email)
Email template 
To: returns@neolina-cosmetics.com
Subject: Refund Claim — Order #[Your order number]

Hi Neolina team,

I would like to submit a refund claim for the following order:

Full name:
Order number:
Email used at checkout:
Item(s) affected:
Description of the issue:

I have attached photos of the damage to this email.

Kind regards,
[Your name]