Return & Refund Policy

If you shop online at www.neptunegum.store, you have 14 days to return your order. Please notify us in advance if you wish to return an item. The right to return begins on the day you receive the goods. Some items are excluded from this right; this will be indicated during the ordering process.

If the deadline falls on a public holiday, Saturday, Constitution Day, Christmas Eve, or New Year's Eve, it is extended to the following Monday. If multiple items ordered in one order are delivered separately, or if an item is delivered in batches, the deadline starts from the date you receive the last item.

The customer is responsible for ensuring the goods are properly packaged. You remain liable for the package until we receive it. Therefore, please retain the postal receipt and tracking number. Please return the goods unused and in the same condition as received. We reserve the right to refuse products if the packaging is damaged or the goods are otherwise unsuitable for resale. All original packaging, price tags, etc., must be returned with the product and must not be tampered with.

To exercise your right of return, you must provide a clear statement via email within 14 days of receiving the goods.

Returns
If you return an item, we will refund the purchase price. If you wish to exchange it for a different item or color, you may place a new order in our online store. Unfortunately, we cannot offer exchanges for other products. We will refund the returned item, and you must place a new order yourself. We sincerely apologize for any inconvenience this may cause.

If you received a discount on your initial order, we will ensure you receive the same discount when purchasing the “correct” item – simply contact service@neptunegum.store and we will find a suitable solution.

When returning items, please place them in the original packaging along with all tags and all contents. The packaging must remain intact, so please be careful if you need to wrap the box with tape or similar materials.

Shop Mindfully

Returns impact both the environment and our finances. We use extra packaging, which increases emissions. That's why we encourage mindful shopping. We should only order items we intend to keep. You'll find sizing and other useful product details on all our items. Use this information when shopping to help us avoid unnecessary returns.

If you shop mindfully and do not return any items, we will provide you with a €15 discount on your next purchase. If your order does not include a registered return, you will automatically receive the voucher directly in your inbox. Thank you for your attention.

Proof of Purchase and Return Form:
You must include a copy of your order confirmation or other proof of purchase. Including a completed return form also makes processing easier.

If the return is initiated by the consumer, the consumer must bear the shipping costs. The specific cost depends on the courier service you choose.

If the goods received are damaged or incorrect due to our fault, the consumer will not be responsible for the resulting shipping costs.

After successfully placing an order, the consumer has the right to cancel the order within seven days. This provision is intended to give consumers sufficient time to reconsider impulsive purchases, changes in information, and other factors. Consumers may cancel orders by clicking the “Cancel” button in the order management system. The system will provide immediate feedback. After order completion, consumers retain the right to negotiate cancellation with the retailer.

Refund Eligibility
Please carefully review product descriptions and confirm sizes/specifications before placing orders. Refunds may be requested under the following conditions:
The item was damaged, defective, or significantly misrepresented upon delivery.
You received the wrong item.
Other refundable circumstances stipulated by applicable law.
(Optional: Do you accept refunds for “change of mind”? If yes, specify conditions and time limits here, e.g., “Unused, unopened items requested within 14 days of receipt”)

Refund Method
If you paid via a third-party platform like PayPal, the refund will be returned to your original payment account.

Refund Processing Timeline
Refund processing and arrival times are as follows:
Processing Time: After your refund request is approved, we will complete the refund operation (i.e., issue the refund instruction to the payment platform) within 【Example: 3-5】 business days.
Arrival Time: The time required for the refund amount to reach your account depends on your issuing bank or payment platform's processing speed, typically taking 【Example: 5-15】 business days.

Return Address:
3rd Floor, Building A, Factory Building, Heyu Industrial Zone, Zancheng Community, Fuhai Street, Bao'an District, Shenzhen, China.