Terms of service
GENERAL TERMS AND CONDITIONS
NEOLINA
Last updated: 12 May 2026
Article 1. Definitions
1.1. Neolina means the sole proprietorship Neolina V.S., registered with the Dutch Chamber of Commerce under number 98741179, having its registered office in Amsterdam, the Netherlands, and its business address at Albatrospad 98, 1021TR Amsterdam, the Netherlands.
1.2. General Terms and Conditions means these General Terms and Conditions, which apply to all offers, orders, purchases, deliveries, agreements, and use of the Website.
1.3. Customer means any natural or legal person who visits the Website, places an order, enters into an Agreement with Neolina, requests information from Neolina, or otherwise interacts with Neolina.
1.4. Consumer-Customer means a Customer who is a natural person acting outside the scope of a profession, trade, or business.
1.5. Business-Customer means a Customer acting in the course of a profession, trade, or business.
1.6. EU Customer means a Consumer-Customer residing in the European Union or European Economic Area.
1.7. US Customer means a Customer residing or established in the United States of America.
1.8. Product or Products means all products offered, sold, or delivered by Neolina, including cosmetic products, skincare products, body care products, beauty products, fragrance products, accessories, samples, gift sets, and related items.
1.9. Cosmetic Products means products intended to be placed in contact with the external parts of the human body, including the skin, hair, nails, lips, and external intimate areas, or with the teeth and oral mucous membranes, mainly for cleaning, perfuming, changing appearance, protecting, keeping in good condition, or correcting body odours.
1.10. Agreement means any agreement between Neolina and the Customer, including an online order placed through the Website.
1.11. Website means the website and online store operated by Neolina, including www.neolina-cosmetics.com, and any related online sales channels operated by Neolina.
1.12. In Writing means by letter, email, online form, or any other electronic communication method that can be stored and reproduced.
1.13. Withdrawal Form means the model withdrawal form made available by Neolina to EU Consumer-Customers for exercising the statutory right of withdrawal.
Article 2. Applicability
2.1. These General Terms and Conditions apply to all offers, quotations, orders, Agreements, deliveries, payments, returns, use of the Website, and all other legal relationships between Neolina and the Customer.
2.2. By placing an order on the Website, creating an account, using the Website, accepting these General Terms and Conditions, or otherwise entering into an Agreement with Neolina, the Customer agrees to be bound by these General Terms and Conditions.
2.3. Any deviation from these General Terms and Conditions is only valid if expressly agreed by Neolina In Writing. Such deviation applies only to the specific Agreement for which it was agreed.
2.4. If any provision of these General Terms and Conditions is void, invalid, or unenforceable, the remaining provisions will remain fully effective. The invalid provision will be replaced by a valid provision that most closely reflects the original purpose.
2.5. If a provision of these General Terms and Conditions conflicts with mandatory consumer protection law, that mandatory law will prevail. This includes mandatory rights granted to EU Consumer-Customers and any mandatory rights granted to US Customers under applicable federal or state law.
2.6. These General Terms and Conditions do not limit any rights that a Consumer-Customer cannot legally waive.
Article 3. Company Information and Contact
3.1. Neolina is established in Amsterdam, the Netherlands.
3.2. Neolina’s business details are as follows: legal entity name: sole proprietorship Neolina V.S., trade name: Neolina, Chamber of Commerce number: 98741179, VAT identification number: [VAT number, if applicable], business address: Albatrospad 98, 1021TR Amsterdam, the Netherlands, email address: support@neolina-cosmetics.com , and website: www.neolina-cosmetics.com.
3.3. Customers may contact Neolina regarding orders, products, complaints, returns, withdrawal requests, privacy questions, or other matters by email at support@neolina-cosmetics.com.
Article 4. Offers, Product Information, and Availability
4.1. All offers made by Neolina are non-binding unless expressly stated otherwise.
4.2. Neolina makes reasonable efforts to describe and display Products as accurately as possible. Product descriptions, images, ingredients, sizes, volumes, weights, colours, packaging, and other specifications are provided with care, but minor differences may occur.
4.3. Product images on the Website are for illustrative purposes. The actual Product, packaging, shade, colour, texture, or appearance may differ slightly due to screen settings, production variations, packaging updates, or changes by suppliers.
4.4. Offers are valid only while Products are in stock or during the stated promotional period.
4.5. Neolina is not bound by obvious mistakes or errors in offers, prices, product descriptions, images, discount codes, or other information on the Website. If a Customer could reasonably understand that information contained an obvious error, no Agreement will be formed on the basis of that error.
4.6. Neolina may modify, discontinue, suspend, replace, or remove Products from sale at any time.
Article 5. Orders and Formation of the Agreement
5.1. An Agreement is formed when the Customer places an order through the Website and Neolina confirms acceptance of the order by email, or when Neolina begins processing the order.
5.2. Neolina may refuse or cancel an order if the Product is unavailable, the payment is not authorised, the order information is incomplete or incorrect, fraud or misuse is suspected, a pricing or product error has occurred, the Customer has violated these General Terms and Conditions, or Neolina has another reasonable ground to refuse the order.
5.3. The Customer is responsible for providing complete and correct information when placing an order, including name, delivery address, billing address, email address, telephone number, and payment information.
5.4. If the Customer provides incorrect or incomplete information, Neolina is not responsible for delays, failed delivery, additional costs, or other consequences resulting from that incorrect or incomplete information.
5.5. Neolina may use third parties to perform parts of the Agreement, including payment providers, fulfilment partners, delivery services, IT providers, and customer service tools.
Article 6. Cosmetic Products and Product Use
6.1. Neolina sells cosmetic products intended for external use only, unless expressly stated otherwise on the Product packaging or product page.
6.2. Customers must use Products only in accordance with the instructions, warnings, ingredient information, usage directions, expiry dates, and storage instructions provided on the Product, packaging, insert, or Website.
6.3. Products should not be used on irritated, damaged, infected, or broken skin unless the Product instructions expressly state that such use is permitted.
6.4. Customers are responsible for checking the ingredient list before use, especially in case of allergies, sensitivities, pregnancy, medical conditions, or use of medication.
6.5. If irritation, allergic reaction, discomfort, or any other undesirable effect occurs, the Customer should stop using the Product immediately and, where appropriate, seek medical advice.
6.6. Product information provided by Neolina is for general informational purposes only and does not constitute medical advice. Neolina’s Products are not intended to diagnose, treat, cure, or prevent any disease or medical condition.
6.7. Neolina makes reasonable efforts to ensure that Products placed on the EU market comply with applicable EU cosmetic product requirements. Customers outside the EU are responsible for checking whether Products may be imported, possessed, used, or resold in their country or state.
Article 7. Prices, Taxes, Duties, and Promotions
7.1. Prices are displayed on the Website in the currency shown at checkout.
7.2. For EU Consumer-Customers, prices are displayed including VAT where applicable, unless stated otherwise.
7.3. For US Customers or Customers outside the EU, prices may exclude sales tax, import duties, customs charges, brokerage fees, local taxes, or other charges, unless these are expressly included at checkout.
7.4. Any shipping costs, taxes, duties, or additional charges that apply to the order will be shown at checkout where reasonably possible.
7.5. For deliveries outside the European Union, the Customer may be responsible for import duties, customs charges, local taxes, and administrative costs charged by local authorities or carriers, unless Neolina expressly states otherwise at checkout.
7.6. Promotional offers, discount codes, bundles, gifts with purchase, and sale prices are valid only during the stated period and subject to availability.
7.7. Discount codes cannot be exchanged for cash, may not be combined unless expressly stated, and may be subject to additional conditions.
7.8. Neolina may correct obvious pricing or calculation errors at any time.
Article 8. Payment
8.1. Orders must be paid using one of the payment methods offered at checkout.
8.2. Available payment methods may include credit card, debit card, PayPal, Klarna, iDEAL, Apple Pay, Google Pay, or other payment methods, depending on the Customer’s country and the options offered by Neolina at checkout.
8.3. Payment methods are processed by third-party payment providers. The terms and privacy policies of those providers may apply.
8.4. Neolina is not responsible for payment delays, declined transactions, additional bank charges, currency conversion fees, card issuer fees, or charges imposed by third-party payment providers.
8.5. Neolina may delay or refuse shipment until full payment has been received and verified.
8.6. If a payment is reversed, charged back, cancelled, or otherwise withdrawn after an order has been placed, Neolina may suspend delivery, cancel the order, recover the amount owed, and charge reasonable costs where permitted by law.
Article 9. Delivery and Shipping
9.1. Neolina will deliver Products to the delivery address provided by the Customer at checkout.
9.2. Delivery times shown on the Website or in order confirmations are estimates unless expressly stated as binding.
9.3. Neolina will make reasonable efforts to deliver within the estimated delivery period. However, delays may occur due to carrier delays, customs clearance, weather, strikes, high order volumes, incorrect delivery information, force majeure, or other circumstances outside Neolina’s reasonable control.
9.4. If no delivery period is agreed for an order to a Consumer-Customer, Neolina will deliver the order without undue delay and, where legally required, within the applicable statutory period.
9.5. For US Customers, if Neolina cannot ship within the stated time frame, or within 30 days if no time frame was stated, Neolina will act in accordance with applicable US law, including by obtaining consent to the delay where required or refunding the unshipped order where required.
9.6. Neolina may deliver orders in separate shipments. If an order is delivered in parts, Neolina will inform the Customer where reasonably possible.
9.7. The risk of loss or damage to Products passes to a Consumer-Customer when the Consumer-Customer, or a third party designated by the Consumer-Customer other than the carrier, receives physical possession of the Products.
9.8. If a Customer chooses a carrier that is not offered by Neolina, the risk may pass to the Customer when Neolina hands over the Products to that carrier.
9.9. For Business-Customers, the risk of loss or damage passes when the Products are handed over to the carrier or otherwise made available for shipment, unless expressly agreed otherwise In Writing.
9.10. If delivery fails because the Customer provided incorrect information, refused delivery, failed to collect the package, or was unavailable to receive the package, Neolina may charge the Customer for reasonable additional shipping, return, storage, or re-delivery costs, where permitted by law.
Article 10. Retention of Title
10.1. Ownership of the Products passes to the Customer only after Neolina has received full payment of all amounts owed for the relevant order, including Product price, shipping costs, taxes, duties, interest, and costs where applicable.
10.2. Until ownership has passed, the Customer may not resell, pledge, transfer, dispose of, or otherwise encumber the Products, except with Neolina’s prior written consent.
10.3. This article does not affect the passing of risk to the extent mandatory consumer law provides otherwise.
Article 11. EU Consumer Right of Withdrawal
11.1. EU Consumer-Customers have the right to withdraw from an online purchase within fourteen (14) days without giving any reason, unless a legal exception applies.
11.2. The withdrawal period begins on the day after the EU Consumer-Customer, or a third party designated by the EU Consumer-Customer other than the carrier, receives the Product.
11.3. If an order consists of multiple Products delivered separately, the withdrawal period begins on the day after the EU Consumer-Customer receives the last Product.
11.4. If a Product is delivered in several shipments or parts, the withdrawal period begins on the day after the EU Consumer-Customer receives the last shipment or part.
11.5. During the withdrawal period, the EU Consumer-Customer must handle the Product and packaging with care. The EU Consumer-Customer may inspect the Product only to the extent necessary to establish the nature, characteristics, and functioning of the Product, in the same way as would be permitted in a physical store.
11.6. The EU Consumer-Customer is liable for any reduction in value of the Product resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the Product.
11.7. The right of withdrawal does not limit any statutory rights the EU Consumer-Customer may have in relation to defective, damaged, or non-conforming Products.
Article 12. Exercising the EU Right of Withdrawal
12.1. To exercise the right of withdrawal, the EU Consumer-Customer must inform Neolina within the withdrawal period by an unambiguous statement, for example by email to returns@neolina-cosmetics.com by using the Withdrawal Form, or by using any withdrawal method made available on the Website.
12.2. If Neolina provides an electronic withdrawal option, Neolina will acknowledge receipt of the withdrawal request as soon as reasonably possible.
12.3. After notifying Neolina of withdrawal, the EU Consumer-Customer must return the Product without undue delay and in any event no later than fourteen (14) days after the day on which the EU Consumer-Customer informed Neolina of the withdrawal.
12.4. The return deadline is met if the EU Consumer-Customer sends the Product back before the fourteen (14)-day return period has expired.
12.5. Products must be returned with all delivered accessories, samples, free gifts, labels, seals, protective materials, and packaging where reasonably possible.
12.6. The EU Consumer-Customer bears the direct cost of returning the Product, unless Neolina has agreed to pay those costs or failed to inform the EU Consumer-Customer before purchase that the return costs are borne by the Customer.
12.7. The risk and burden of proof for the correct and timely exercise of the right of withdrawal lies with the EU Consumer-Customer.
Article 13. Refunds After EU Withdrawal
13.1. If an EU Consumer-Customer validly withdraws from the Agreement, Neolina will refund all payments received from the EU Consumer-Customer for the returned Product, including the standard delivery costs paid for the original delivery where legally required.
13.2. If the EU Consumer-Customer selected a delivery method more expensive than the cheapest standard delivery offered by Neolina, Neolina is not required to refund the additional cost of the more expensive delivery method.
13.3. If the EU Consumer-Customer returns only part of an order, Neolina is not required to refund the original delivery costs unless required by mandatory law.
13.4. Neolina will issue the refund without undue delay and no later than fourteen (14) days after the day on which Neolina was informed of the withdrawal.
13.5. Neolina may withhold the refund until it has received the returned Product or until the EU Consumer-Customer has provided proof of return shipment, whichever occurs first.
13.6. Neolina will refund using the same payment method used for the original transaction, unless the EU Consumer-Customer expressly agrees to another method.
13.7. Refunds will not include return shipping costs unless Neolina has agreed to cover them or is legally required to do so.
Article 14. Exceptions to Withdrawal and Returns for Cosmetic Products
14.1. The right of withdrawal may be excluded for Products that are sealed and are not suitable for return for reasons of health protection or hygiene if the seal has been broken after delivery.
14.2. For cosmetic products, skincare products, body care products, beauty products, fragrance products, and similar items, Neolina may refuse returns where the Product has been opened, unsealed, used, tested, damaged, contaminated, altered, or is otherwise no longer suitable for resale for health or hygiene reasons.
14.3. The right of withdrawal may also be excluded for Products made to the Customer’s specifications, personalised Products, Products that spoil or expire quickly, digital content where the Customer has consented to immediate delivery and loss of withdrawal rights, and any other Products excluded under applicable law.
14.4. These exceptions do not affect a Customer’s rights if a Product is defective, damaged upon delivery, incorrect, or otherwise non-conforming under mandatory law.
Article 15. US and Non-EU Returns
15.1. Customers outside the EU, including US Customers, do not have the EU statutory right of withdrawal unless applicable local law provides otherwise.
15.2. For US Customers and other non-EU Customers, returns are accepted only in accordance with Neolina’s return policy as displayed on the Website, unless mandatory applicable law requires otherwise.
15.3. Neolina may refuse returns of opened, unsealed, used, tested, damaged, contaminated, altered, or incomplete cosmetic products for health and hygiene reasons, unless the Product is defective, damaged upon delivery, incorrect, or required to be accepted under applicable law.
15.4. If Neolina voluntarily accepts a return from a US Customer or other non-EU Customer, Neolina may require the Product to be returned unused, unopened, in its original packaging, and within the return period stated on the Website.
15.5. Shipping costs, taxes, duties, customs charges, and return costs for US and non-EU returns are borne by the Customer unless Neolina states otherwise or mandatory law requires otherwise.
Article 16. Inspection Period for Damaged, Missing, or Incorrect Products
16.1. The Customer must inspect the order carefully after delivery.
16.2. If a Product arrives damaged, defective, leaking, missing, incomplete, or incorrect, the Customer must notify Neolina In Writing as soon as reasonably possible and in any event within fourteen (14) days after delivery.
16.3. The notification should include the order number, a clear description of the issue, and, where possible, photographs of the Product, packaging, shipping box, shipping label, and any visible damage.
16.4. Neolina may request additional information or evidence in order to investigate the issue with the carrier, warehouse, supplier, or payment provider.
16.5. If Neolina determines that the complaint is valid, Neolina may offer a replacement, repair, refund, store credit, or other appropriate solution, depending on the situation and applicable law.
16.6. This 14-day inspection period applies specifically to visible shipping damage, missing Products, incorrect Products, and other issues that can reasonably be identified upon delivery.
16.7. This article does not limit mandatory consumer rights, including statutory rights for defective or non-conforming Products that appear after the 14-day inspection period.
Article 17. Statutory Guarantee and Product Conformity
17.1. Neolina is responsible for delivering Products that conform to the Agreement and meet the reasonable expectations a Customer may have based on the Product description, nature of the Product, and applicable law.
17.2. EU Consumer-Customers have statutory rights if a Product is defective or does not conform to the Agreement. These statutory rights are not limited by these General Terms and Conditions.
17.3. A Product is not considered defective merely because the Customer dislikes the scent, texture, colour, consistency, packaging, or effect of the Product, unless the Product does not correspond to the Agreement or applicable product information.
17.4. A Product is not considered defective if the issue results from improper use, failure to follow instructions, incorrect storage, normal wear and tear, expiry after delivery, misuse, exposure to heat or cold, contamination after opening, or use for a purpose for which the Product was not intended.
17.5. Any additional commercial warranty offered by Neolina will apply only if expressly stated and will not affect mandatory statutory rights.
Article 18. Complaints Procedure
18.1. Customers may submit complaints by contacting Neolina at complaints@neolina-cosmetics.com.
18.2. Complaints should include the Customer’s name, order number, contact details, a clear description of the complaint, and any relevant supporting information.
18.3. Neolina will respond to complaints within a reasonable period.
18.4. If a complaint requires a foreseeable longer processing time, Neolina will inform the Customer and provide an indication of when the Customer can expect a response.
18.5. EU Consumer-Customers may also have access to consumer dispute resolution bodies or other complaint mechanisms under applicable law.
Article 19. Customer Obligations
19.1. The Customer must use the Website and Products in accordance with applicable law, these General Terms and Conditions, Product instructions, and reasonable standards of care.
19.2. The Customer may not misuse the Website, interfere with its operation, attempt unauthorised access, upload malicious code, engage in fraud, provide false information, infringe intellectual property rights, or use the Website for unlawful purposes.
19.3. The Customer may not resell Products commercially unless Neolina has given prior written permission.
19.4. Business-Customers are responsible for ensuring that Products purchased from Neolina are suitable for their intended business use and comply with any laws applicable to resale, distribution, advertising, labelling, storage, and consumer communication.
Article 20. Business-Customers
20.1. Articles intended to protect Consumer-Customers apply to Business-Customers only where mandatory law requires this.
20.2. Business-Customers may not cancel an Agreement unless Neolina agrees In Writing.
20.3. If Neolina agrees to cancellation by a Business-Customer, Neolina may impose reasonable cancellation conditions, including reimbursement of costs already incurred.
20.4. Business-Customers are not entitled to set-off, suspension, deduction, or withholding of payment unless Neolina has expressly agreed In Writing or mandatory law provides otherwise.
20.5. Neolina may require Business-Customers to provide advance payment, security, or payment guarantees before accepting or performing an order.
20.6. Business-Customers must inspect Products immediately upon delivery and notify Neolina In Writing of visible damage, missing Products, or incorrect Products within fourteen (14) days after delivery.
20.7. Business-Customers indemnify Neolina against claims, fines, damages, and costs arising from resale, incorrect storage, incorrect product claims, misuse, relabelling, repackaging, unauthorised distribution, or breach of applicable laws by the Business-Customer.
Article 21. Intellectual Property
21.1. All intellectual property rights relating to Neolina, the Website, Product images, photographs, videos, designs, packaging, text, logos, trademarks, trade names, product names, product descriptions, graphics, content, and other materials belong to Neolina or its licensors.
21.2. The Customer may not copy, reproduce, distribute, publish, modify, sell, license, exploit, or otherwise use Neolina’s intellectual property without prior written permission.
21.3. Customers may use Website content only for personal, non-commercial purposes related to browsing, purchasing, or using Neolina Products.
21.4. Nothing in these General Terms and Conditions transfers any intellectual property right to the Customer.
21.5. If the Customer infringes Neolina’s intellectual property rights, Neolina may seek injunctive relief, damages, legal costs, and any other remedies available under applicable law.
Article 22. Reviews, Feedback, and User Submissions
22.1. If the Customer submits reviews, comments, photographs, feedback, suggestions, social media tags, testimonials, or other content to Neolina, the Customer grants Neolina a non-exclusive, worldwide, royalty-free right to use, reproduce, publish, translate, edit, display, and share that content for marketing, customer service, quality improvement, and business purposes, unless the Customer and Neolina agree otherwise In Writing.
22.2. The Customer guarantees that submitted content is truthful, lawful, not misleading, and does not infringe the rights of any third party.
22.3. The Customer may not submit content that is unlawful, offensive, defamatory, discriminatory, obscene, threatening, misleading, fraudulent, infringing, or otherwise inappropriate.
22.4. Neolina may moderate, edit, refuse, or remove user submissions where reasonably necessary.
22.5. Neolina will process personal data contained in reviews or submissions in accordance with its Privacy & Cookies Policy.
Article 23. Privacy and Personal Data
23.1. Neolina processes personal data in accordance with its Privacy & Cookies Policy, which is available on the Website.
23.2. By using the Website or placing an order, the Customer acknowledges that Neolina may process personal data for purposes such as order processing, payment handling, delivery, customer service, fraud prevention, legal compliance, analytics, and marketing where permitted.
23.3. Customers should read the Privacy & Cookies Policy before placing an order.
Article 24. Liability
24.1. Neolina is liable only for direct damages resulting from an attributable failure by Neolina to perform its obligations, unless mandatory law provides otherwise.
24.2. Neolina is not liable for indirect damages, consequential damages, loss of profits, loss of revenue, loss of goodwill, loss of data, business interruption, reputational damage, or punitive damages, unless mandatory law provides otherwise.
24.3. Neolina is not liable for damage caused by improper use of Products, failure to follow Product instructions, incorrect storage, allergic reactions or sensitivities not caused by a Product defect, use after expiry, unauthorised resale, modification of Products, or use for purposes other than those for which the Products are intended.
24.4. Neolina is not liable for delays, delivery failures, customs delays, import restrictions, or additional costs caused by carriers, customs authorities, incorrect Customer information, or circumstances outside Neolina’s reasonable control, except where mandatory law provides otherwise.
24.5. Nothing in these General Terms and Conditions excludes or limits liability for intent, deliberate recklessness, fraud, death or personal injury caused by negligence where such exclusion is not permitted, product liability where such liability cannot be excluded, or any other liability that cannot legally be excluded.
24.6. For Business-Customers, Neolina’s total liability is limited to the amount paid by the Business-Customer for the relevant Product or order giving rise to the claim, unless mandatory law provides otherwise.
24.7. For Consumer-Customers, any limitation of liability applies only to the extent permitted by mandatory consumer law.
Article 25. Force Majeure
25.1. Neolina is not required to perform any obligation if performance is prevented, delayed, or made unreasonably difficult by circumstances beyond Neolina’s reasonable control.
25.2. Force majeure includes, but is not limited to, natural disasters, extreme weather, fire, flood, war, terrorism, riots, pandemics, epidemics, government measures, import or export restrictions, strikes, labour shortages, transport disruptions, customs delays, supply chain disruptions, supplier failures, energy failures, internet failures, cyber incidents, payment provider outages, carrier delays, and other circumstances outside Neolina’s reasonable control.
25.3. If force majeure continues for a prolonged period, Neolina may suspend performance, cancel the affected order, or terminate the Agreement in whole or in part.
25.4. If an order is cancelled due to force majeure and the Customer has already paid for Products that will not be delivered, Neolina will refund the relevant amount where required by law.
Article 26. Suspension and Termination
26.1. Neolina may suspend or terminate an Agreement if the Customer fails to fulfil payment obligations, provides incorrect information, violates these General Terms and Conditions, misuses the Website, commits fraud, refuses cooperation necessary for delivery or returns, or otherwise acts unlawfully or unreasonably.
26.2. Neolina may cancel an order if Products are unavailable, payment is not completed, fraud is suspected, shipping is not possible, a legal restriction applies, or an obvious error has occurred.
26.3. Termination does not affect rights and obligations that have already arisen, including payment obligations, refund obligations, intellectual property rights, liability provisions, privacy provisions, and dispute resolution provisions.
Article 27. International Sales
27.1. Neolina sells to Customers in the European Union, the United States, and other countries where shipping is made available at checkout.
27.2. Customers outside the Netherlands are responsible for ensuring that Products may lawfully be imported, purchased, possessed, and used in their country, state, or region.
27.3. Neolina may refuse or cancel orders to countries, regions, addresses, or persons where delivery is unavailable, restricted, prohibited, commercially unreasonable, or legally risky.
27.4. For international shipments, customs inspections may open or delay packages. Neolina is not responsible for customs delays or actions by customs authorities.
27.5. If a package is refused, returned, abandoned, or destroyed by customs or the Customer fails to pay import duties or taxes, Neolina may deduct reasonable shipping, return, customs, and administrative costs from any refund, where permitted by law.
Article 28. Website Use
28.1. Neolina aims to keep the Website available and secure, but does not guarantee uninterrupted, error-free, or virus-free access.
28.2. Neolina may update, suspend, restrict, or discontinue the Website, or parts of it, at any time.
28.3. Neolina is not responsible for errors caused by third-party platforms, hosting providers, payment systems, internet providers, browser settings, device settings, or other external systems.
28.4. The Website may contain links to third-party websites or services. Neolina is not responsible for the content, terms, privacy policies, or practices of third parties.
Article 29. Applicable Law
29.1. These General Terms and Conditions, the Agreement, and all related legal relationships between Neolina and the Customer are governed by Dutch law.
29.2. The applicability of the United Nations Convention on Contracts for the International Sale of Goods, also known as the Vienna Sales Convention, is excluded.
29.3. For Consumer-Customers residing outside the Netherlands, the choice of Dutch law does not deprive the Consumer-Customer of mandatory protections granted by the law of the country or state where the Consumer-Customer has habitual residence, to the extent such protection cannot legally be waived.
Article 30. Disputes and Competent Court
30.1. If a dispute arises, the Customer and Neolina will first try to resolve the dispute through reasonable communication.
30.2. For Consumer-Customers residing in the European Union or European Economic Area, disputes may be submitted to the competent court as determined by applicable mandatory consumer law.
30.3. For Business-Customers established in the European Union or European Economic Area, disputes will be submitted exclusively to the competent court in Amsterdam, the Netherlands, unless mandatory law provides otherwise.
30.4. For Customers outside the European Union or European Economic Area, including US Customers, disputes will be submitted to the competent court in Amsterdam, the Netherlands, unless mandatory applicable law gives the Customer the right to bring proceedings elsewhere.
30.5. Nothing in this article limits mandatory consumer rights that cannot legally be waived.
Article 31. Amendments to These General Terms and Conditions
31.1. Neolina may amend these General Terms and Conditions from time to time.
31.2. The version applicable to an order is the version available on the Website at the time the Customer places the order, unless mandatory law provides otherwise.
31.3. Updated versions will be published on the Website.
31.4. If a Customer continues to use the Website after amended General Terms and Conditions have been published, the amended version will apply to future use and future orders.
MODEL WITHDRAWAL FORM FOR EU CONSUMER-CUSTOMERS
Only complete and return this form if you are an EU Consumer-Customer and wish to withdraw from the Agreement.
To: Neolina
Email: returns@neolina-cosmetics.com
Address: Albatrospad 98, 1021TR Amsterdam, the Netherlands
I hereby inform Neolina that I wish to withdraw from my agreement for the purchase of the following product or products:
Product name or order description: [complete]
Order number: [complete]
Ordered on: [complete]
Received on: [complete]
Customer name: [complete]
Customer address: [complete]
Customer email address: [complete]
Date: [complete]
Signature, only if this form is submitted on paper: [complete]