Return and Refund Policy

Last updated: 5 May 2026

Thank you for shopping with Neseona. We want every customer to feel confident when placing an order with us. This Return and Refund Policy explains how returns, refunds, and exchanges are handled for purchases made through our online store.

1. Return Window

We accept return requests within 14 days of the date your order is delivered.

2. Return Eligibility

To be eligible for a return, the item must be:

• New, unused, and in the same condition that you received it;
• Returned with its original packaging, tags, labels, and accessories where applicable;
• Accompanied by proof of purchase, such as your order confirmation email or order number.

Items that show signs of use, damage caused after delivery, missing parts, or packaging that is not reasonably intact may not qualify for a full refund.

3. How to Start a Return

To request a return, please contact us before sending any item back:

Email: support@neseona.shop
Phone: +44 7493 999310

Please include your order number, the item you wish to return, and the reason for your return request. Once your request is approved, we will provide return instructions.

4. Return Shipping Cost

Approved returns are provided at no cost to the buyer. We will either provide a prepaid return label or confirm the approved return method by email.

Please do not send items back without first contacting us. Returns sent without approval may be delayed or may not be accepted.

5. Return Address

Approved returns should be sent to the return address provided in our return instructions. Our store address is:

Neseona
2 Euston Street
Liverpool, L4 5PR
United Kingdom

6. Refunds

Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 7 days. Please note that your bank, card provider, or payment service may take additional time to post the refund to your account.

7. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible at support@neseona.shop. Please include your order number and clear photos of the item and packaging where applicable.

We will review the issue and, where appropriate, offer a replacement, exchange, or refund.

8. Exchanges

We allow exchanges for eligible items. If you would like to exchange an item, please contact us within 14 days of delivery.

Exchanges are subject to product availability. If the requested replacement item is unavailable, we may offer a refund or another suitable solution.

9. Non-Returnable Items

Certain items may not be returnable if they are not in new condition, have been used, or are otherwise not suitable for resale for health, hygiene, or safety reasons. This does not affect your statutory rights where applicable.

10. Contact Us

If you have any questions about returns, refunds, or exchanges, please contact us:

Neseona
Email: support@neseona.shop
Phone: +44 7493 999310
Address: 2 Euston Street, Liverpool, L4 5PR, United Kingdom