Returns & Claims
NEUS sells to businesses, clothing stores and professional wholesale customers. This policy applies to NEUS B2B transactions.
Items without defects
Items without defects are normally not accepted for return or exchange, including incorrect customer selections, changes of mind or unsold stock. For special situations, contact NEUS on WhatsApp first: any exception must be agreed.
Defective, incorrect or missing items
Please check the goods on receipt. If items are damaged, defective, incorrect, missing or do not match what was agreed, contact us promptly, preferably on WhatsApp. Provide the order reference, item code, affected quantity and a description of the issue. Include photos or videos when useful to help us verify it.
Agreed solutions
NEUS checks the issue with the customer and agrees a solution for the specific case. This may include replacement, supplying missing items, an authorised return, a credit note or another agreed solution. Any refund and its conditions are agreed separately; there is no unconditional refund commitment.
Returns and transport
Before returning goods, contact NEUS on WhatsApp to agree the handling, return address and transport arrangements. Do not send goods back without agreeing the return first.
For agreed returns and exchanges, transport costs are paid by the customer, unless otherwise agreed by the parties or required by applicable law.
Contact us on WhatsApp first
Applicable rights
Mandatory rights and provisions under applicable law remain unaffected. The 14-day withdrawal right for consumer distance purchases is not automatically a return or complaint deadline for professional B2B purchases. Applicable deadlines and rights depend on the relevant law and valid agreements between the parties.