CHF
Refund policy
Contents
In plain English
Each section ends with a plain-English summary in a grey box. The full legal text sits right above it.
This Return & Refund Policy is issued by NEVEROVER SRL (Șoseaua Mihai Bravu nr. 199, 021323 Bucharest, Romania; VAT RO42708372) and applies to everything you buy through neverover.com. Nothing here takes away the statutory rights you have as a consumer in the EU, the UK, or your home country.
1. Your options at a glance
| Return window | 30 days from delivery (on top of any statutory right) |
|---|---|
| Return shipping | Free — we send a prepaid label or arrange pickup |
| Refund choice | Original payment method, or store credit with a bonus |
| Condition | Unworn, unwashed, tags attached |
| Statutory rights | EU/UK 14-day right of withdrawal is always protected |
| Start a return | account.neverover.com |
Basically
You get 30 free days to return most things, and you can choose your money back or store credit with a bonus. EU/UK shoppers always keep their 14-day legal right on top of that.
2. Your 14-day right of withdrawal
If you're in the EU / UK
Under the EU Consumer Rights Directive and the UK Consumer Contracts Regulations, you can cancel your order within 14 days without giving a reason. The period ends 14 days after the day you (or someone you nominate) receive the goods; if your order arrives in several parcels on different days, it runs from the last parcel.
To use this right, just tell us — through account.neverover.com or by emailing support@neverover.com with a clear statement that you're cancelling. When you cancel under this right, we refund everything you paid, including the cost of standard outbound delivery.
Basically
If you're in the EU or UK, the law gives you 14 days to cancel for any reason — no explanation needed.
3. Our 30-day window
Fourteen days isn't always enough to decide whether a piece of performance gear is right for you, so we offer a 30-day voluntary return window to every customer worldwide, including the United States.
This window is in addition to your statutory 14-day right of withdrawal in Section 2 — it never replaces or shortens it. Once your legal 14-day period ends, you still have until day 30 to return your items under this policy.
Basically
We give everyone 30 days — more than double the EU legal minimum — to change their mind.
4. What condition items must be in
To get a full refund, send items back in the same condition you received them:
- Unworn and unwashed — trying it on for fit is fine; a workout or a wash is not.
- Tags and hygiene strips attached — all original hangtags and labels intact.
- Original packaging wherever possible.
- No damage — free of makeup or deodorant marks, perfume or smoke smells, and pet hair.
If an item comes back showing more than a simple try-on, we may refuse it or apply a deduction as described in Section 5.
Basically
Try it on like you would in a shop, but keep the tags on and don't wear or wash it.
5. Trying things on vs. reducing your refund
If you're in the EU / UK
You're entitled to handle and inspect goods to understand their nature, characteristics and how they work — the same way you would in a physical store. If you handle them beyond that (for example, wearing leggings for a session or removing permanent labels), you may be liable for any drop in their value, and we may deduct that amount from your refund. Where an item can no longer be sold, that deduction can equal the full price.
Basically
Handling clothes like you would in a store is fine. If they come back worn or damaged, we may reduce the refund.
6. Items that can't be returned
For health and hygiene reasons, some items can't be returned once their seal is broken or the package is opened:
- Underwear, socks and swimwear once the hygiene seal or strip is removed.
- Personalised or made-to-order items.
- Gift cards (these are never refundable or exchangeable for cash).
- Sealed bottles and shakers once the hygiene seal is broken.
Basically
For hygiene and custom-made reasons, a few things can't come back once opened.
7. Final-sale items
If you're a US resident
Items marked "Final Sale" at checkout — typically deep-discount clearance or warehouse sales — aren't eligible for return or exchange under our 30-day voluntary window.
If you're in the EU / UK
A "Final Sale" label never overrides your statutory rights. You keep your 14-day right of withdrawal (Section 2) and your legal guarantee for faulty goods (Section 12) regardless. The restriction only limits our voluntary 30-day window.
Basically
Some clearance items are final sale in the US. In the EU/UK, "final sale" never cancels your legal rights.
8. How to start a return
We can't process returns sent back without notice. To start:
- Go to account.neverover.com.
- Log in with your order number and the email you used to order.
- Pick the items you're returning and tell us why (it helps us improve the gear).
- Choose your refund method — original payment, or store credit with a bonus.
- Download your prepaid return label.
- Pack the items securely and attach the label to the outside.
Basically
Don't just post it back — start at account.neverover.com to get your free label.
9. Return shipping is on us
You shouldn't have to pay to send back something that isn't right for you, so return shipping is free for every customer. Once you finish the steps in the portal, we provide a prepaid label for drop-off or, depending on your location, arrange a courier pickup. Please use the label we give you so the return stays tracked and insured — we can't take responsibility for returns sent another way.
Basically
We pay for return shipping — a prepaid label or an arranged pickup, at no cost to you.
10. Refunds — how and when
Once your return reaches our warehouse, we check it against the condition requirements. That usually takes 10–14 days from the day we receive it. You choose how you're refunded:
- Original payment method — back to the card or account you paid with. Your bank may take an extra 3–5 business days to show the credit.
- Store credit + bonus — a digital credit for the full return value plus a bonus (shown in the portal), available to use as soon as your return is processed.
If you're in the EU / UK
If you're exercising your statutory 14-day right of withdrawal, we refund within 14 days of getting the items back (or proof you've sent them), including the cost of standard outbound shipping when you return a whole order.
Basically
Refunds land within about 10–14 days. Take store credit instead and you get a bonus.
11. Exchanges
We don't run mail-in even-exchanges, because stock moves quickly. The fastest way to swap a size or colour:
- Return the original through the portal for store credit.
- The credit (with your bonus) is issued as soon as the return is processed.
- Use it to reorder the item you want — before it sells out while a swap is in transit.
Basically
Need another size? Return for store credit and reorder right away — fastest way before it sells out.
12. Faulty or defective items
We stand behind our gear. If something arrives faulty, damaged, or not as described, you're entitled to a repair, replacement, or refund — email support@neverover.com and we'll sort it. This is separate from changing your mind, and we cover return shipping for faulty goods.
If you're in the EU
Under the legal guarantee of conformity, you have a minimum 2-year guarantee at no cost. If a fault appears in that time, contact us and we'll repair, replace, or refund.
If you're in the UK
The Consumer Rights Act 2015 protects you. Faulty goods can be returned for a full refund within 30 days of purchase; after that you're entitled to a repair or replacement.
Basically
If your gear is genuinely faulty, you're covered — a 2-year legal guarantee in the EU, and the Consumer Rights Act in the UK.
13. International returns
We ship and accept returns globally, and the process is identical: start at account.neverover.com. Return shipping is still free. We can't refund import duties or local taxes you paid to your customs office, since those go to your government — you may be able to reclaim them from your local customs authority with proof of the return.
Basically
We accept returns worldwide. The process is the same — but customs duties you paid are refunded by your government, not us.
14. Late or non-compliant returns
Returns arriving after the 30-day voluntary window (and outside the statutory 14-day period) may be declined. If items come back not meeting the condition requirements — dirty, worn, or missing tags — we'll get in touch, and we may:
- Send the items back to you at your cost;
- Issue a partial refund as store credit only; or
- Apply a deduction to a cash refund (Section 5).
Basically
Returns sent back too late or in poor condition may be sent back to you or only partly refunded.
15. If something goes wrong
We always try to fix things directly — email support@neverover.com and we'll make it right.
If you're in the EU / UK
If we can't reach an agreement, you can use Alternative Dispute Resolution (ADR). In Romania, contact the National Authority for Consumer Protection (ANPC), or use a national SAL (Soluționarea Alternativă a Litigiilor) body for mediation.
Basically
Email us first. If we can't settle it, EU/UK shoppers can go to Romania's consumer authority, ANPC.
16. Contact us
We keep support to email so there's always a clear written record of your request and we can help quickly.
- Email — support@neverover.com
- Returns portal — account.neverover.com
- Address — NEVEROVER SRL, Șoseaua Mihai Bravu nr. 199, 021323 Bucharest, Romania
Basically
One inbox for everything returns: support@neverover.com.
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