Refund policy

Last updated: 21 October 2026

At Neozoni, we want you to feel confident and comfortable shopping with us. We carefully select our sofas, sofa beds, and furniture products to help you create a comfortable and welcoming home.

If your purchase does not meet your expectations, we offer a straightforward return process with a 30-day return window, free return shipping on eligible returns, and no restocking fees.

Please read this policy carefully to understand your return, refund, cancellation, and exchange options.

1. Return Window

You may request a return within 30 days of receiving your order.

To qualify for a standard return, your item must be:

• In its original condition, with no damage beyond what is reasonably necessary to inspect it.

• Returned with its original accessories, components, and any included hardware.

• Accompanied by your order confirmation, receipt, or other proof of purchase.

Where reasonably possible, please retain the original packaging, particularly for large furniture items. However, the absence of original packaging will not automatically exclude a return where doing so would conflict with your statutory rights.

If an item arrives damaged, defective, faulty, or incorrect, please contact us as soon as possible so we can help resolve the issue.

Important: Our 30-day return policy does not limit any cancellation, return, refund, repair, or replacement rights you may have under applicable consumer protection laws.

2. How to Request a Return

To start a return, contact our customer support team using the details below:

Store: Neozoni
Email: alaebenali567@gmail.com
Phone: +33 637 08 23 31
Business address: 192A Rue de Vaugirard, 75015 Paris, France
Online store: https://neozoni.myshopify.com

Please include the following information in your return request:

• Your full name.

• Your order number.

• The product you wish to return.

• The reason for the return.

• Photographs of the item, packaging, or damage, if relevant.

Our team will review your request and provide instructions for the next steps, including the appropriate return method and collection or shipping arrangements where necessary.

Please contact us before sending an item back. This helps us identify your order and arrange a suitable return method, especially for large sofas and sofa beds.

3. Free Return Shipping

Neozoni offers free return shipping on eligible returns.

You will not be charged a return shipping fee for an approved return covered by this policy. We will provide instructions for arranging the return and, where applicable, a prepaid return label or collection arrangement.

Because our products include large and bulky furniture, the return method may vary depending on the product, its size, and your delivery address.

Please do not arrange or pay for return transportation without first contacting our team, as we need to confirm the appropriate process.

If an item is faulty, damaged, incorrectly supplied, or not as described, we will explain the appropriate return, collection, repair, replacement, or refund arrangements in accordance with applicable law.

We will not use this policy to exclude any return shipping reimbursement or other remedy that you are legally entitled to receive.

4. No Restocking Fees

Neozoni does not charge restocking fees.

Eligible returns will not incur a restocking fee simply because you have decided to return an item.

Where a product has been handled beyond what is reasonably necessary to establish its nature, characteristics, or functioning, applicable law may permit a deduction for diminished value in certain circumstances. Any such deduction will be assessed individually and will not be treated as a restocking fee.

No deduction will be made where prohibited by applicable law.

5. Items Eligible for Return

Most products sold by Neozoni may be returned within the applicable return period, subject to the conditions in this policy and your statutory rights.

This includes our furniture products, such as:

• Two-seater sofas and sofa beds.

• Three-seater sofas.

• L-shaped sofas and sectional sofas.

• Convertible floor sofas and sofa beds.

• Sofas with storage or additional features.

Items should be returned in a condition that allows us to assess them appropriately.

If you receive an item that is damaged, faulty, incomplete, or different from the product you ordered, please contact us promptly. We will assess the issue and work with you to provide an appropriate resolution.

6. Final Sale Items

Neozoni does not designate products as final sale under this policy.

Our standard 30-day return policy applies to eligible purchases, subject to the conditions described above and any applicable legal requirements.

Nothing in this policy removes your statutory rights in relation to faulty, damaged, misdescribed, or otherwise non-conforming goods.

7. Refunds

Once your returned item has been received or the return has otherwise been verified, we will assess the return and notify you of the refund outcome.

Approved refunds will generally be issued to your original payment method.

The time it takes for the funds to appear in your account may depend on your payment provider, bank, or card issuer.

Where a refund is approved:

• No restocking fee will be charged.

• Return shipping will be free for eligible returns.

• The refund amount and any applicable delivery-cost reimbursement will be determined in accordance with this policy and applicable law.

• Any legally required refund deadline will be respected.

For UK consumers exercising a statutory cancellation right for an online purchase, refunds will be handled in accordance with applicable consumer law, including the rules governing reimbursement of standard outbound delivery costs and the timing of refunds.

We will inform you if we need any additional information to process your refund.

8. Damaged, Defective, or Incorrect Items

We want every order to arrive in the condition you expect.

If your sofa, sofa bed, or other furniture arrives damaged, has a manufacturing defect, is missing components, or does not match your order, please email us at alaebenali567@gmail.com.

Where possible, include:

• Your order number.

• A description of the issue.

• Clear photographs of the damage, defect, incorrect item, or missing components.

• Photographs of the external packaging, if relevant.

Our team will review the information and explain the available options.

Depending on the circumstances and applicable law, the resolution may include a replacement, repair, collection, return, refund, or another appropriate remedy.

You will not be required to pay return shipping costs for a valid faulty or incorrect-item return where those costs must be covered by us under applicable law.

Please contact us before disposing of a damaged item or arranging independent repairs, unless immediate action is reasonably necessary for safety reasons.

Nothing in this section limits your legal rights concerning faulty or non-conforming goods.

9. Order Cancellations

If you wish to cancel an order before it has been dispatched, contact us as soon as possible at alaebenali567@gmail.com.

We will check the order status and let you know whether cancellation can be arranged before dispatch.

If your order has already been dispatched, you may still have the right to cancel or return it under our return policy or applicable consumer protection laws.

For eligible UK online purchases, statutory cancellation rights generally allow consumers to cancel within 14 days after receiving goods, subject to applicable exceptions and legal requirements. For goods delivered in multiple shipments, the relevant period may run from receipt of the final item.

If you exercise a statutory cancellation right, we will explain the appropriate return process and refund arrangements.

Please note that a request to cancel an order is not confirmed until we have communicated the applicable next steps to you.

10. Exchanges and Replacements

If you would prefer a different product, colour, or configuration, please contact our customer support team.

We will advise whether an exchange can be arranged, depending on product availability and the circumstances of your request.

If an item is faulty, damaged, or incorrect, we will explain the replacement or other remedies available to you under applicable law.

Where a direct exchange is unavailable, we may guide you through returning the original item and placing a new order.

11. Returns of Large Furniture Items

Sofas, sectional sofas, and sofa beds can be bulky and may require specialist transportation.

If you need to return a large item, please contact us before arranging a collection or shipping it back.

We will confirm the appropriate return method and provide instructions based on the item's size and your delivery location.

Please keep the product's components together and, where possible, protect the item against damage during handling and transportation.

We will arrange or cover return shipping for eligible returns as described in this policy. For statutory cancellation returns, any applicable legal requirements concerning return costs will also be followed.

12. Delivery Charges and Refund Amounts

Neozoni offers free standard shipping on orders delivered to the United Kingdom, with an estimated delivery time of 3–5 business days, subject to product availability, dispatch timing, and any circumstances outside our reasonable control.

Because standard outbound shipping is free, no standard shipping fee will normally need to be reimbursed on an order that was shipped free of charge.

Where applicable law requires reimbursement of other delivery charges paid by a customer, we will provide the legally required reimbursement.

Refunds will not include unrelated purchases or charges that are not legally refundable.

13. Refund Delays

If you have received confirmation that your refund has been issued but the money has not appeared in your account, we recommend:

1. Checking your original payment method.

2. Contacting your bank or card issuer to ask whether the refund is still being processed.

3. Contacting us at alaebenali567@gmail.com if the refund remains outstanding.

We will review the status of your refund and provide any available information.

These steps are intended to help resolve payment-processing delays and do not extend any statutory refund deadline that applies to Neozoni.

14. Consumer Rights in the United Kingdom

If you purchase from Neozoni as a UK consumer, you may have statutory rights under applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, as applicable.

Depending on your circumstances, these rights may include:

• The right to cancel eligible online purchases within the statutory cancellation period.

• The right to reject certain faulty goods within the applicable short-term period.

• The right to repair or replacement where goods do not conform to the contract.

• The right to a price reduction or final rejection where legally applicable.

• The right to remedies for goods that are not as described or are not of satisfactory quality or fit for their intended purpose.

The precise remedy and applicable deadline depend on the circumstances, the type of goods, and the law that applies to your purchase.

Our voluntary 30-day return policy is intended to provide an additional level of flexibility and does not replace or restrict your statutory rights.

15. International and Cross-Border Orders

Neozoni is based at the business address listed below and currently offers shipping to the United Kingdom.

Because cross-border purchases may involve different consumer protection rules, the applicable legal rights and obligations will depend on the circumstances of the transaction.

We will handle eligible returns and refunds in accordance with this policy and all applicable laws.

If you have questions about a return from your delivery address, please contact our team before arranging transportation.

16. Changes to This Policy

Neozoni reserves the right to update this Return and Refund Policy when necessary to reflect changes in our business practices, services, or legal obligations.

The version published on our online store will apply subject to any mandatory legal requirements and any rights that have already accrued to you.

We encourage customers to review this page before making a purchase.

17. Contact Us

If you have questions about returns, refunds, cancellations, damaged items, or exchanges, please contact us.

Business name: Neozoni

Website: https://neozoni.myshopify.com

Email: alaebenali567@gmail.com

Phone: +33 637 08 23 31

Business address: 192A Rue de Vaugirard, 75015 Paris, France

Shipping destination: United Kingdom

Standard delivery: Free, estimated 3–5 business days

Return window: 30 days

Return shipping: Free for eligible returns

Restocking fees: None

Final sale items: None designated under this policy

Thank you for choosing Neozoni. We appreciate your trust in our store and are committed to providing a straightforward and transparent shopping experience.