neorealm Return & Refund Policy

Last Updated: July 16, 2026

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Overview

At neorealm, your satisfaction guides everything we do. We take pride in the quality of our grocery selections and the reliability of our kitchenware, and we want you to shop with complete confidence. Should a purchase fall short of your expectations, our team is committed to resolving the matter through a straightforward, transparent, and equitable return and refund process.

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Return Window

• Non-Perishable Grocery & Kitchenware: These items may be returned within 30 days of the delivery date. To qualify, merchandise must be unused, unopened, and in its original resalable condition, with all original tags attached and the original packaging fully intact.
• Perishable Items: For reasons of food safety, quality assurance, and health regulation, perishable goods (including fresh produce, dairy, frozen items, prepared foods, and short-shelf-life products) cannot be sent back to us. However, if a perishable item reaches you damaged, spoiled, past its expiration date, or otherwise compromised in transit, you qualify for a full refund or a free replacement without delay (valid photo evidence required within 48 hours of delivery).

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Non-Returnable Items

The following merchandise cannot be returned under any circumstances:

• Final sale items (clearly labeled "Final Sale" at checkout);
• Goods that have been opened, used, or partially consumed (unless they arrived defective or spoiled);
• Digital download codes, e-gift cards, and physical gift cards;
• Items harmed by improper customer storage, mishandling, or failure to follow the product's care instructions;
• Return requests submitted after the 30-day window without prior written authorization from neorealm.

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Return Shipping Costs & Deductions

Return Reason	Return Shipping Cost	Processing / Restocking Fee
Merchant Error (Damaged, Defective, Spoiled, Incorrect Item Sent)	100% Free (Prepaid shipping label provided by us)	None ($0)
Customer Preference (Changed mind, wrong size, no longer needed)	Customer Responsible (Or opt for a $7.95 prepaid label fee deducted from refund)	None ($0)

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How to Initiate a Return

1. Submit a Request: Send an email to our customer support team at support@neorealm.quest including your Order Number, the specific item(s) you want to return, and the reason for the return. For damaged or spoiled products, please attach clear photographs of the issue and its packaging.
2. Receive RMA & Instructions: Our team will review your submission and provide a Return Merchandise Authorization (RMA) number together with return shipping instructions within 1 business day.
3. Pack Securely: Carefully pack the item(s) in protective packaging. Mark your RMA number legibly on the outside of the shipping box (never write directly on the original product packaging).
4. Ship Back: Hand the package to a carrier using a trackable shipping method, addressed to the return address included in your RMA email.

Note: Packages sent without a valid, pre-approved RMA number may face significant processing delays or be rejected upon arrival.

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Refund Processing & Timelines

• Inspection & Processing: After your return reaches our facility, it will be inspected within 1–2 business days.
• Refund Credit: Once approved, your refund will be issued to your original payment method within 3–5 business days.
• Posting Time: Your bank or credit card issuer may require an additional 3–10 business days to reflect the refunded amount on your statement.
• Shipping Cost Refunds: Original shipping charges are not refundable unless the return results from a neorealm error (for example, a damaged or incorrect item was sent).

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Damaged, Defective, or Incorrect Items

If your order arrives damaged, incomplete, incorrect, or with spoiled perishables, please let us know right away:

• Perishable Items: Reach out within 48 hours of delivery.
• Non-Perishable Items: Reach out within 7 days of delivery.

Kindly include clear photographs of the affected items and the shipping package. We will promptly provide a full refund or a free replacement at no additional cost to you.

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Contact Us & Merchant Details

If you have questions about a return, the status of a refund, or our return process, please contact our support team directly:

• Official Business Name: neorealm
• Customer Support Email: support@neorealm.quest
• Customer Support Phone: 14243351671
• Physical Business & Return Address: 501 S SPRING ST APT 761, LOS ANGELES, CA 90013, United States
• Support Operating Hours: Monday – Friday: 8:00 AM – 8:00 PM EST | Saturday: 9:00 AM – 5:00 PM EST