Delivery, Refund & Returns Policy

Last Updated: January 11, 2026

At NEOM Studio, we believe that premium design deserves premium service. To ensure a seamless experience, we provide Free Standard Shipping on all orders within the European Union. This policy outlines our procedures to ensure your furniture arrives safely and your rights if something isn’t right.

1. DELIVERY AND SHIPPING

  • Carrier Partners: We ship across the European Union and selected non-EU countries using specialized furniture carriers to ensure the highest level of care.
  • Assembly & Packaging (B2C): To ensure structural integrity, all consumer products are delivered fully assembled.
  • Lead Times: Estimated production and delivery times are provided at checkout. These are estimates; NEOM Studio is not liable for delays caused by third-party logistics or customs.

2. SHIPPING ZONES AND “FREE DELIVERY”

  • EU Standard Shipping: We offer Free Standard Shipping to all mainland addresses within the European Union.
  • Non-EU & Islands: For deliveries to non-EU countries (e.g., Norway, Switzerland) or island territories, additional surcharges and customs duties may apply. These will be clearly communicated or calculated before the final confirmation.
  • Flat-Pack Options (B2B): For business partners, alternative logistics arrangements can be made by prior agreement

3. INSPECTION AND DAMAGES (CRITICAL)

Your responsibility begins the moment the carrier arrives. Upon delivery, please inspect the packaging and the product immediately.

  • On-the-Spot Inspection: You must inspect the packaging and the product for visible damage before signing the delivery receipt.
  • Refusal or Reservation: If you see damage, you must note it specifically on the carrier’s document (e.g., “Received Damaged”).
  • Reporting: Contact us at [email protected] within 24 hours with photos of the damaged item and packaging. Failure to object to the carrier at the time of delivery may result in the rejection of your claim.

4. 14-DAY RIGHT OF WITHDRAWAL (B2C ONLY)

As a consumer within the EU, you have the right to withdraw from this contract within 14 days without giving any reason.

  • Period: The 14-day window starts from the day you (or your designated third party) receive physical possession of the goods.
  • Exclusion: This right does not apply to custom-made products or furniture manufactured to your specific instructions (e.g., custom sizes or bespoke pigment finishes).
  • Notification: To exercise this right, you must inform us of your decision via a clear statement sent to [email protected].

5. REFUNDS

  • Return Shipping Cost: While initial delivery is free, the customer is responsible for the direct cost of returning the goods.
  • Significant Costs: Because our furniture is delivered fully assembled, return shipping via specialized carriers can be expensive. Please contact us if you need assistance in getting a quote for return transport.
  • Original Packaging: To prevent damage during the return journey, goods must be returned in their original custom-designed packaging. If the original packaging is missing, you are responsible for providing equivalent protection..

6. RETURN CONDITIONS AND COSTS

  • Return Shipping Cost: While initial delivery is free, the customer is responsible for the direct cost of returning the goods.
  • Significant Costs: Because our furniture is delivered fully assembled, return shipping via specialized carriers can be expensive. Please contact us if you need assistance in getting a quote for return transport.
  • Original Packaging: To prevent damage during the return journey, goods must be returned in their original custom-designed packaging. If the original packaging is missing, you are responsible for providing equivalent protection.

7. EXCLUSIONS

The right of withdrawal and the option for a return or refund do not apply to the following:

  • Custom-Made & Personalized Products: Any furniture manufactured to your specific instructions, including custom dimensions, bespoke CNC modifications, or personalized pigment/finish mixes.
  • B2B Purchases: Orders made by business entities, architects, or designers for professional use (B2B) are not covered by the EU consumer 14-day withdrawal right.
  • Clearance & Floor Models: Items sold as “Ex-Display” or “Floor Models” are sold as-seen and are excluded from the standard return policy.

8. MODEL WITHDRAWAL FORM

(Complete and return this form only if you wish to withdraw from the contract)

To: NEOM Studio d.o.o. Gabrsko 12, 1420 Trbovlje, Slovenia Email: [email protected]

Statement of Withdrawal: I/We () hereby give notice that I/We () withdraw from my/our (*) contract of sale for the following goods:

  • Order Number: ________________________________
  • Ordered on ()/Received on (): ________________________________
  • Name of consumer(s): ________________________________
  • Address of consumer(s): ________________________________

Signature of consumer(s): ________________________________ (only if this form is notified on paper)

Date: ________________________________

() Delete as appropriate.*