This Returns & Refund Policy applies to purchases made through the website neosbios.bg, operated by “Neos Bios” Ltd.

1. Right of Withdrawal

You have the right to withdraw from your purchase without giving any reason within 14 days from the date on which you (or a third party indicated by you, other than the carrier) receive the product.

2. Conditions for Returns

To be eligible for a return, products must:

  • be unused
  • be in their original, sealed packaging
  • be in resalable condition
  • include all original protective elements (e.g. seals, foil, labels)

We reserve the right to refuse a return or reduce the refund amount if these conditions are not met.

3. Non-Returnable Items

Due to health protection and hygiene reasons, the following items cannot be returned:

  • opened or unsealed products
  • food supplements and vitamins that have been opened
  • products with a short shelf life or that may deteriorate quickly

Unopened supplements may be returned only if they are in their original packaging and within their expiration date.

4. How to Request a Return

To exercise your right of withdrawal, please contact us with a clear statement at:

📧 info@neos-bios.com

Please include:

  • your name
  • order number
  • product(s) you wish to return
  • contact details (email & phone)

You may also use your account section (if available) to submit a return request.

5. Returning the Products

After your request is approved, please send the products to:

Neos Bios Ltd.
18 Rishki Prohod Boulevard, Floor 11, Apt. 42
9708 Shumen
Bulgaria

  • Return shipping costs are paid by the customer, unless the product is defective or incorrect.
  • We recommend using a trackable shipping method.

6. Refunds

We will process your refund:

  • within 14 days from the date we receive the returned goods
    or
  • after you provide proof that the goods have been sent back

Refunds will be issued using the same payment method used for the original purchase, unless otherwise agreed.

7. Damaged or Incorrect Products

If you receive a defective or incorrect product, please contact us at:

📧 info@neos-bios.com

We recommend checking your order upon delivery. If there is visible damage, please request a report from the courier.

8. Additional Information

This policy is in accordance with applicable consumer protection laws.
For more details, please refer to our Terms & Conditions.

9. EU and Non-EU Customers

EU Customers

If you are located within the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving the goods, in accordance with applicable EU consumer protection laws.

Refunds will be processed in compliance with EU regulations, and your statutory rights are not affected by this policy.

Non-EU Customers

For customers located outside the European Union:

  • Returns are accepted under the same conditions described in this policy.
  • The 14-day return period still applies, unless otherwise specified.
  • You are responsible for any customs duties, import taxes, or additional shipping costs related to returning the product.
  • We are not responsible for delays caused by customs procedures.

Refunds will be processed once the returned goods are received and inspected.

We reserve the right to refuse returns that do not comply with the conditions outlined in this policy.