Refund policy

```html

Last Updated: October 31, 2026

Return & Refund Policy

At Neorien, we want you to be satisfied with your purchase. This Return & Refund Policy explains the return eligibility requirements, return process, return shipping responsibilities, and refund procedures for purchases made through our website at https://neorien.com/.

1. 30-Day Return Policy

We offer a 30-day return period for all orders. You may request a return within 30 calendar days from the date your order is delivered.

For returns due to personal preference or other reasons unrelated to a product defect or fulfillment error, items must generally meet the following conditions:

  • Items must be unworn and unused.
  • Items must be in the same condition in which they were received.
  • Original tags must remain attached, where applicable.
  • Original packaging should be included, where applicable.
  • Proof of purchase, such as an order number, must be provided.

These ordinary return conditions do not automatically exclude requests involving items that arrive damaged, defective, or incorrect. Such issues will be reviewed separately.

2. How to Start a Return

To request a return, please contact us at hello@neorien.com within the 30-day return period.

Please include the following information:

  • Your order number.
  • The email address used to place the order.
  • The reason for your return request.

After reviewing your request, our customer support team will provide return authorization and instructions, including where and how to send the package.

Please do not send items back before receiving return instructions from us. This helps ensure that your return can be properly identified and processed.

3. Return Method

Returns are accepted by mail only.

Please follow the return instructions provided by our customer support team. We recommend using a trackable shipping service and keeping your shipping receipt until the return process is complete.

4. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

Customer Responsibility

Customers are responsible for return shipping costs when a return is requested for reasons such as:

  • Change of mind.
  • Ordering the wrong size.
  • Ordering the wrong color.
  • Style or personal preference.
  • No longer wanting the item.

Neorien Responsibility

If you receive an item that is damaged, defective, or incorrect, Neorien will cover the return shipping cost or provide an appropriate return shipping arrangement.

5. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery. If an item arrives damaged, defective, or incorrect, contact us at hello@neorien.com as soon as reasonably possible.

To help us review the issue, please provide:

  • Your order number.
  • Clear photographs of the item, where applicable.
  • Photographs of the packaging, if relevant.
  • A brief description of the issue.

After reviewing your request, we will work with you to determine an appropriate resolution. Depending on the circumstances, this may include a refund, replacement, or another suitable solution.

6. Return Condition Exceptions

Items returned for ordinary reasons such as a change of mind or personal preference may not qualify for a refund if they have been worn, used, washed, altered, or damaged after delivery, or if required original tags or packaging are missing.

These conditions do not automatically apply to requests involving items that arrived damaged, defective, or incorrect. Please contact us so that we can review such issues separately.

7. Exchanges

We do not currently offer direct exchanges.

If you would like a different size, color, or style, you may request a return for an eligible item and place a new order for the item you prefer.

If you received a damaged, defective, or incorrect item, please contact us so we can review the issue and determine an appropriate solution.

8. Refunds

Once your returned item has been received, Neorien will inspect it within 1–3 business days to determine whether it meets the applicable refund conditions.

If the returned item meets the applicable conditions and the refund is approved, the refund will be issued to the original payment method used for the purchase.

After the refund has been processed by Neorien, additional time may be required for your bank, card issuer, or payment provider to make the funds available in your account. The time required for the refund to appear may vary depending on the relevant financial institution or payment provider.

9. Restocking Fee

Neorien does not charge a restocking fee for eligible returns.

10. Contact Information

If you have questions about returns, refunds, damaged items, or other concerns, please contact us using the information below.

Store Name
Neorien

Website
https://neorien.com/

Business Address
1520 JACK BEAVER RD
SANTA FE, TX
United States

Customer Support Email
hello@neorien.com

Customer Support Phone
+1 409-939-2312

Customer Support Hours
Monday–Friday: 9:00 AM–6:00 PM Central Time (CT)
Saturday–Sunday: Closed

```