Refund policy

Return Policy

Neilé | neilebeauty.com

We want you to be happy with your order. If you’re not, let us know — we’ll sort it out together.

You have 14 days to change your mind, starting from the day your parcel arrives.

WHEN CAN SOMETHING COME BACK?

If you change your mind, your order can come back as long as:

— the box is still sealed and the packaging intact
— you haven’t used the product
— you tell us within 14 days of receiving it

Box already open? Then it’s yours to keep. Not because we’re difficult — it’s hygiene, and it’s what Dutch and European law says for cosmetics.

HOW TO SEND SOMETHING BACK

1. Email us at info@neilebeauty.com with your order number and why it’s coming back.

2. Within 2 working days you’ll get a confirmation with return instructions.

3. Send the product back in its original packaging to:

Neilé
Het Prinsenhofstraat 4
1551 CS Westzaan
The Netherlands

You cover the postage for the return. Always report your return first — parcels that turn up unannounced can’t be processed.

4. Once we’ve checked your parcel, we refund your money. Within 14 days, to the account you paid with — including the shipping cost you paid on your order.

SOMETHING BROKEN OR WRONG?

That shouldn’t have happened. Email info@neilebeauty.com within 48 hours with a photo and we’ll make it right straight away: free return and either a new product or your money back.

This applies even if you’ve already opened the box. You can only spot a defect by opening it — the statutory warranty simply applies, separate from your 14 days.

REFUNDS

You get your money back the way you paid:

— iDEAL — back to your bank account
— Credit card — back to your card
— Klarna — processed via Klarna

Allow up to 14 days after your return reaches us.

QUESTIONS?

Email info@neilebeauty.com. There’s a person behind it, not a department.