Refund policy

Last updated: 14 March 2026

At Never Been, we want you to be satisfied with your purchase. This policy explains when and how returns and refunds are accepted.

1. Right of withdrawal

In accordance with the EU Consumer Rights Directive (2011/83/EU), you have the right to return your order within 14 days of delivery, without providing a reason.

To request a return, please contact us at:

info@neverbeenshop.com

within the 14-day period.

Returned items must be:

unworn and unused
in original condition
with all tags, labels, and packaging intact

Items that show signs of wear, washing, damage, or alteration may not be accepted.

Unless the item is faulty or incorrect, return shipping costs are the responsibility of the customer.

2. Refunds

Once we receive and inspect your return, we will notify you of the approval status.

If approved, your refund will be issued to the original payment method within 14 days of receiving the returned item.

Original shipping costs are non-refundable.

3. Faulty or incorrect items

If you receive an item that is faulty, damaged, defective, or incorrect, please contact us as soon as possible at:

info@neverbeenshop.com

We will offer a replacement or a full refund and cover the return shipping costs.

Faulty items include:

items damaged during delivery with photographic proof provided within 48 hours of delivery
manufacturing defects (for example: broken zip, stitching issues, misprint)
incorrect items sent

Faulty items do not include damage caused by normal wear and tear, improper use, or incorrect washing.