Refund policy
Return & Refund Policy
Last updated: August 12, 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 carefully before placing an order.
1. 30-Day Return & Exchange Policy
We accept eligible returns and exchanges within 30 days of delivery.
To be eligible for a return or exchange:
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The item must be returned in its original condition.
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The item must be unused and undamaged.
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The item must be returned with its original packaging and any included accessories or components.
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You must provide proof of purchase or your order number.
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You must contact us before sending the item back.
To request a return or exchange, contact us at contact@neomedina.com.
We will provide you with return instructions and the appropriate return address.
Please do not send a return without contacting us first.
2. Return Shipping Costs
The customer is responsible for providing and paying for return shipping, including any carrier charges, customs fees, duties, taxes, or other costs associated with returning the item.
Original shipping charges are non-refundable unless otherwise required by applicable law.
We strongly recommend using a trackable and insured shipping service, particularly for valuable or fragile products.
NEOMEDINA / Velwer LLC is not responsible for return packages that are lost, damaged, or otherwise not delivered to the return address.
3. Condition of Returned Items
The customer is responsible for ensuring that the product is properly packaged and returned in its original condition.
If an item is returned damaged, incomplete, used, altered, or otherwise not in its original condition, the customer may be responsible for any resulting loss in value.
Where permitted by applicable law, an appropriate amount reflecting the loss in value may be deducted from the refund.
Products that are materially damaged, altered, or incomplete due to circumstances occurring after delivery may not qualify for a full refund.
4. Exchanges
Eligible products may be exchanged within 30 days of delivery.
The customer is responsible for the costs associated with returning the original product and, where applicable, shipping the replacement product.
All returned products must meet the eligibility and original-condition requirements described in this policy.
Exchanges are subject to product availability.
If the requested replacement is unavailable, we may offer an alternative product or another appropriate resolution.
5. Order Cancellations & Refunds Before Fulfillment
You may request to cancel your order until the order has been fulfilled.
If you wish to cancel your order, please submit your cancellation request through your order page when available or contact us as soon as possible at:
Once an order has been fulfilled, shipped, or handed over to the shipping carrier, it can no longer be cancelled for an immediate refund.
If your order has already been fulfilled or shipped, you must wait until it is delivered.
After delivery, you may request an eligible return within 30 days of delivery in accordance with this Return & Refund Policy.
The customer is responsible for providing and paying for return shipping. Returned products must meet all eligibility and original-condition requirements described in this policy.
6. Refunds for Returned Products
Once an eligible returned product has been received, we will inspect it to confirm that it meets the conditions of this policy.
If the return is approved, the applicable refund will be issued to the original payment method.
Please note that banks, credit card companies, Shopify, and other payment providers may require additional processing time before the refund appears in your account.
Return shipping costs, customs fees, duties, taxes, insurance costs, and other return-related expenses paid by the customer are not included in the refund unless otherwise required by applicable law.
Original shipping charges are also non-refundable unless otherwise required by applicable law.
7. Damaged or Incorrect Items
If your order arrives damaged or you receive an incorrect product, please contact us promptly at:
Please include:
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Your order number.
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A description of the issue.
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Clear photographs of the product.
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Clear photographs of the exterior packaging.
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Clear photographs of the interior packaging where relevant.
Please keep the product and its original packaging while your request is being reviewed.
We will review the issue and provide an appropriate resolution based on the circumstances.
8. Handmade Products
Many NEOMEDINA products are handcrafted in Morocco.
Due to the handmade nature of our products, minor differences may naturally occur between individual pieces, including variations in:
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Color.
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Texture.
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Finish.
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Shape.
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Pattern.
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Dimensions.
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Other handcrafted details.
These natural variations contribute to the unique character of handmade products and are not necessarily considered defects.
Product colors may also appear slightly different depending on photography, lighting conditions, screen settings, and the device used to view our website.
9. How to Request a Return or Exchange
Before returning any product, please contact:
Email: contact@neomedina.com
Please provide your order number and the reason for your return or exchange request.
Once your request has been reviewed, we will provide you with the appropriate return instructions and return address.
Do not send products directly to the Velwer LLC registered office in Wyoming unless specifically instructed to do so.
Unauthorized returns sent to an incorrect address may result in delays or additional costs.
10. Return Packaging & Responsibility
Customers are responsible for securely packaging returned products to help prevent damage during return transportation.
Whenever possible, products should be returned using their original protective packaging.
We strongly recommend using a trackable shipping method and obtaining proof of shipment.
The customer is responsible for the return shipment until it is successfully delivered to the return address provided by us.
Any loss in value resulting from damage, missing components, improper packaging, use, alteration, or other changes to the product may affect the amount of the refund where permitted by applicable law.
11. Refused or Unclaimed Shipments
If an order is refused, left unclaimed, or returned to us because the customer did not complete required delivery or customs procedures, the order will be reviewed once the product has been returned.
Where permitted by applicable law, shipping charges, return transportation costs, customs fees, duties, taxes, or other expenses incurred as a result may be deducted from any eligible refund.
12. Contact Us
For questions regarding returns, exchanges, cancellations, or refunds, please contact:
NEOMEDINA
Operated by Velwer LLC
Registered Business Address:
30 N Gould St Ste R
Sheridan, WY 82801
United States
Email: contact@neomedina.com
All returns must be authorized before shipment. The appropriate return address and instructions will be provided after your return request has been reviewed.