Return Policy

Last Updated: June 11, 2025

Thank You for Shopping with Neolli!

If you're not entirely satisfied with your purchase, we're here to help. Below, you'll find details about our return policy to ensure a smooth and hassle-free process.

Returns

• Items eligible for return must be initiated within 5 days of receiving the order.
• Products must be unused, in their original condition, and with all tags and packaging intact.
• To start a return, contact the vendor directly via the Neolli platform, or email us at support@neolli.com for assistance.
• Certain items, such as custom-made products, perishable goods, or personal care items, may not be eligible for returns.

Refunds

• Once your return is received and inspected, we'll notify you of the approval or rejection of your refund.
• Approved refunds will be processed to your original payment method within 5-10 business days.
• Shipping fees are non-refundable unless the return is due to an error or a defective product.

Exchanges

• Exchanges are subject to product availability. If you need a different size, color, or replacement for a defective item, contact the vendor or Neolli support.
• Please initiate exchanges within the same timeframe as returns.

Exceptions

The following items are non-returnable or non-refundable:

• Gift cards.
• Clearance or final sale items.
• Downloadable digital products.
• Custom-made or personalized items.
• Items damaged by misuse or normal wear.

Shipping Returns

• Customers are responsible for return shipping costs unless the product is defective or the wrong item was shipped.
• We recommend using a trackable shipping service or purchasing shipping insurance. Neolli is not responsible for returns lost in transit.
• Return shipping address will be provided upon approval of your return request.

Vendor-Specific Policies

Since Neolli is a multivendor platform, individual vendors may have their own return policies. Please check the vendor's policy on the product page or contact them directly for details.

How to Initiate a Return

1. Log into your Neolli account and go to "My Orders"
2. Find the order containing the item you wish to return
3. Click "Request Return" and fill out the return form
4. Wait for approval from our team or the vendor
5. Once approved, pack the item securely and ship to the provided address
6. Track your return and await processing

Need Help?

If you have any questions or concerns, our customer service team is here to assist you. Contact us at support@neolli.com or call us at +212661684848.