Refund policy

Last updated: September 30, 2026

At NEOMEDINA, operated by Velwer LLC, we want you to be satisfied with your purchase. Please review our return, exchange, cancellation, and refund conditions before placing an order.

1. 30-Day Return & Exchange Policy

We accept eligible returns and exchanges requested within 30 days of delivery, including when you change your mind.

To be eligible:

The item must be unused and in its original condition.
The item must be returned with its original packaging and all included accessories or components.
Proof of purchase or the order number is required.
You must contact us before sending the item back.

To request a return or exchange, contact contact@neomedina.com.

We will provide return instructions, the appropriate return address, and the return shipping arrangement.

Please do not send a return before receiving our instructions.

2. Free Return Shipping

NEOMEDINA covers shipping costs for all eligible returns, including change-of-mind returns and products that arrive damaged or incorrect.

We will provide a prepaid return shipping label or arrange another prepaid return service. Any required shipping documentation will be provided with our instructions.

You will not be charged for the return transportation, required shipping insurance, or applicable customs costs associated with a return arranged by NEOMEDINA.

Please use the return service we provide. If you wish to arrange your own shipping, contact us first so we can agree on the service and reimbursement before you pay.

3. Condition of Returned Items

Please package returned products securely to help prevent damage during transit, using the original protective packaging whenever possible.

If an item is returned used, altered, incomplete, or damaged after delivery, an amount reflecting the actual loss in value may be deducted from the refund where permitted by applicable law. We will explain any proposed deduction.

We do not deduct the cost of NEOMEDINA-arranged return shipping from an eligible refund.

4. Exchanges

Eligible products may be exchanged within 30 days of delivery.

NEOMEDINA covers the return shipping of the original item and standard shipping of the replacement to your U.S. address.

If you choose a replacement with a different price, we will explain any price difference before confirming the exchange. A lower-priced replacement will result in a refund of the difference.

Exchanges are subject to availability. If the requested replacement is unavailable, you may choose another available product or request a refund for the eligible returned item.

5. Order Cancellations

You may request cancellation before your order has been shipped or handed over to the carrier.

Because many NEOMEDINA products are handcrafted and prepared to order, please contact us as soon as possible at contact@neomedina.com.

If your order has already shipped, an immediate cancellation may no longer be possible. You may request an eligible return after delivery under our 30-day return policy, with return shipping covered by NEOMEDINA.

6. Refunds

Once your returned product has been received, we will inspect it and notify you of the refund decision.

For an eligible item returned unused, complete, and in its original condition, we will refund the amount paid for that item to your original payment method.

No restocking fee or return shipping fee applies to eligible returns.

Banks and payment providers may require additional processing time before the refund appears in your account.

Any agreed reimbursement for customer-arranged return shipping will be handled according to the arrangement confirmed with NEOMEDINA before shipment.

7. Damaged or Incorrect Items

If your order arrives damaged or you receive an incorrect product, contact us promptly at contact@neomedina.com.

Please provide:

Your order number.
A description of the issue.
Clear photographs of the product.
Photographs of the exterior and interior packaging, where relevant.

Please keep the product and its packaging while we review the issue.

We will arrange an appropriate resolution, such as a replacement or refund. Where a return is required, NEOMEDINA will arrange and cover return shipping.

8. Handmade Products

Our products are handcrafted in Morocco. Minor differences in color, texture, finish, pattern, shape, or dimensions may naturally occur between individual pieces.

These variations are part of the character of handmade products and are not necessarily defects. They do not remove your right to request an eligible change-of-mind return within 30 days.

Product colors may appear slightly different depending on photography, lighting, and your screen settings.

9. How to Request a Return or Exchange

Email contact@neomedina.com with your order number and the reason for your request.

We will provide:

Return or exchange instructions.
The correct return address.
A prepaid shipping label or another prepaid return arrangement.

Do not send products to the Velwer LLC registered office in Wyoming unless we specifically instruct you to do so.

Returns sent without contacting us first or to an incorrect address may cause delays. Please contact us so we can help resolve the situation.

10. Return Packaging & Responsibility

Please follow our packaging and shipping instructions and include all original accessories and components.

Keep your return tracking information and proof of handover to the carrier.

If a return shipped through the service arranged by NEOMEDINA is lost or damaged in transit, contact us. We will handle the carrier claim and review your refund or replacement without requiring you to arrange the claim yourself.

Damage caused by inadequate packaging, use, alteration, or missing components may affect the refund as explained in Section 3.

11. Refused or Unclaimed Shipments

If you no longer want an order that has already shipped, contact us rather than refusing delivery so we can arrange the appropriate return.

If a shipment is refused, unclaimed, or returned to us, we will contact you and review the order once it has been received.

Return transportation costs will not be deducted from an eligible refund. The condition of the returned product will be assessed under this policy.