Returns & Refunds
At Neanour, every piece is created with care, and we want you to love what arrives at your door. If something isn't quite right, we're here to help.
Conditions for Return
To process a return, the following conditions must be met:
- The item must be returned in its original condition, showing no signs of wear, sun exposure, handling marks, folds, or creases.
- Returns must be shipped in the original packaging, including all protective materials (corner protectors, sleeves, tubes, or boxes).
- A proof of purchase is required.
- After notifying us of your return, the item must be shipped back to us within 14 days.
We kindly ask you to contact us before sending your return, so we can guide you through the process and ensure smooth handling.
Non-Returnable Items
The following items are not eligible for returns or exchanges:
- Personalized products (such as name or birthdate prints)
- Custom-made art created specifically upon request
- Sale items / discounted products
- Digital gift cards
Color & Print Disclaimer
Our art is produced on premium materials with calibrated color profiles. Please note that slight variations in color and tone between your screen and the printed product are normal and inherent to the printing process. Such variations are not considered a defect and do not qualify for return or refund.
How to Start a Return
To initiate a return, please contact us by email before sending your item:
Return shipping costs are the responsibility of the customer. We recommend using sturdy packaging and a tracked, reliable shipping method. The sender is fully responsible for loss or damage during the return shipment.
Return address:
Neanour Returns
Pietersbergweg 1182
1105 BM Amsterdam
The Netherlands
Items that arrive damaged, folded, creased, or without original packaging may result in a partial or denied refund.
Customs Duties & Import Fees
For international orders shipped outside the European Union, any customs duties, import taxes, VAT, or handling fees charged by the carrier or customs authorities in the destination country are the sole responsibility of the customer. These charges are not included in the product price or shipping fee and are determined by your local customs office.
It is the customer's own responsibility to provide a valid and active email address to the carrier (e.g. DHL, UPS, PostNL, FedEx) so that any notifications regarding duties, import fees, or required payments can be sent directly to them. Neanour cannot be held responsible for delayed, returned, or refused shipments resulting from unpaid duties or missed carrier notifications.
If a parcel is refused by the customer or returned to us due to unpaid customs duties, this does not constitute a valid right of withdrawal. The original shipping costs and any return shipping fees charged by the carrier will be deducted from any refund issued.
Damages & Issues
Please inspect your order immediately upon arrival. If your parcel looks damaged on the outside, we recommend taking a photo before unpacking.
In case of:
- transport damage,
- printing errors, or
- incorrect items received,
please notify us by email within 7 days of delivery.
Please include clear photos of:
- the product,
- the damage or issue, and
- the outer and inner packaging.
Claims submitted after this 7-day period cannot be processed.
Exchanges
Exchange requests can be submitted by email, and we are happy to review the available options with you.
Please note:
- Sale items cannot be exchanged.
- Personalized and custom-made products are never eligible for exchanges.
Contact: info@neanour.com
Refunds
Once we receive and inspect your return, we will inform you whether the refund has been approved.
If approved, the refund will be processed to your original payment method within 10 business days, and in any case no later than 14 days after receipt of your return, as required by EU consumer law. For full withdrawals, the original standard shipping costs will also be refunded.
Please allow additional processing time from your bank or credit card provider. For international refunds, the final amount received may vary slightly due to currency exchange rates, which are outside our control.
If you have not received your refund within 15 business days after approval, please contact us at info@neanour.com.
Frequently Asked Questions
When will I receive my refund?
Within 10 business days after we approve your return, and always within the legal 14-day maximum.
Can I exchange my order for a different size or design?
Yes, for regular (non-sale, non-personalized) items. Email us first so we can check availability.
My order arrived damaged, what now?
Email us within 7 days at info@neanour.com with photos of the product and packaging. We'll make it right.
Do I have to pay for return shipping?
Yes, return shipping is the responsibility of the customer.
I live outside the EU and got a customs bill, can I refuse the package?
Refusing the parcel does not qualify as a valid return. Customs charges are the customer's responsibility, see the Customs Duties section above.