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Neoderma Amsterdam B.V. — neoderma.eu
Effective 30 September 2026
This policy applies to purchases made by consumers on neoderma.eu for delivery in the Netherlands, Belgium, Luxembourg and Cyprus. It summarises Articles 9 to 13 of our General Terms and Conditions of Sale for Consumers, which prevail in the event of any divergence.
1. Your right of withdrawal
You may withdraw from your purchase within 14 days of the day on which you, or a third party designated by you other than the carrier, received the products, without giving any reason (Article 6:230o of the Dutch Civil Code). Where the products in one order are delivered separately, the 14 days run from the day you receive the last product.
2. Conditions for return
Our products are sealed for reasons of health protection and hygiene. Products can be returned only if they are unopened, unused and their seal is intact, in their original packaging. Once the seal has been broken, the right of withdrawal lapses (Article 6:230p of the Dutch Civil Code). This applies to all skincare products, samples and sets.
The right of withdrawal also does not apply to products made to your specifications or clearly personalised, to products liable to deteriorate or expire rapidly, or to products which, after delivery, are inseparably mixed with other items.
You may handle and inspect the products as you would in a shop. You are liable for any diminished value resulting from handling beyond that.
Complimentary items supplied with your order form part of it and must be returned with it.
3. How to return
Step 1 — Notify us within 14 days of receipt. Send an e-mail to europe@neoderma.com stating your order number and the products you wish to return, or use the model withdrawal form annexed to our General Terms and Conditions. You may also write to Neoderma Amsterdam B.V., Herengracht 280, 1016 BX Amsterdam, the Netherlands. The deadline is met if you send your notice before the 14 days have expired.
Step 2 — We confirm receipt of your notice by e-mail without delay and send you a prepaid return label for the return address applicable to your country.
Step 3 — Pack the products securely in their original packaging, attach the label and hand the parcel to the carrier within 14 days of your notice. Keep your proof of posting until your refund has been received.
Return address for the Netherlands, Belgium and Luxembourg:
Neoderma Amsterdam B.V. – Returns
Coenecoop 595
2741 PT Waddinxveen
The Netherlands
Return address for Cyprus:
Neoderma Amsterdam B.V. – Returns
c/o Neoderma Global Limited
69 Vithleem Street, Strovolos
2033 Nicosia
Cyprus
Return shipping is free of charge when you use the prepaid label we provide. If you choose to return the products by another means, you bear the direct cost and the risk of that shipment.
4. Refunds
We refund all payments received from you, including the costs of standard delivery, within 14 days of the day on which we receive your notice of withdrawal. We may withhold the refund until we have received the products back or until you have supplied evidence of having sent them back, whichever is the earlier.
The refund is made to the same means of payment you used for the original purchase, free of charge. Depending on your payment provider, it may take several business days to appear on your account.
Where you chose a delivery method other than the least expensive standard delivery we offer, the additional cost is not refunded. Where only part of an order is returned, the delivery costs are not refunded. Where a promotional code was applied, the discount is apportioned pro rata across the products in the order; where a partial return causes the order to fall below the threshold of a promotion or of free delivery, the resulting difference may be deducted from the refund. You are informed of this before the refund is made.
5. Damaged, defective or incorrect products
If a product arrives damaged, is defective or is not the product you ordered, your statutory conformity rights apply (Articles 7:17 et seq. of the Dutch Civil Code). These rights are not limited by the 14-day period. A lack of conformity that becomes apparent within one year of delivery is presumed to have existed at delivery.
Contact us at europe@neoderma.com within a reasonable time after discovering the problem — notification within two months is in any event timely — stating your order number and, where possible, attaching photographs of the product and packaging. We will arrange collection or return at our cost and, depending on the circumstances, deliver a replacement or refund the price.
If you are resident in Belgium, Luxembourg or Cyprus, you benefit from the statutory conformity guarantee of at least two years under the law of your country of residence.
6. Exchanges
We do not offer exchanges. If you wish to receive a different product, return the original product in accordance with this policy and place a new order.
7. Cancelling an order before dispatch
If you wish to cancel an order that has not yet been dispatched, e-mail europe@neoderma.com immediately, stating your order number. If the order has already been dispatched, the return procedure above applies.
8. Contact
Neoderma Amsterdam B.V.
Herengracht 280
1016 BX Amsterdam
The Netherlands
E-mail: europe@neoderma.com
Telephone: +31 20 225 1202