Refund and Return Policy
Last updated: August 13, 2026
This Policy governs returns, refunds, replacements and withdrawal rights for purchases made through the official Neural Odyssey shop.
Most products available through our shop are manufactured through print on demand services and are produced only after an order has been placed.
Neural Odyssey may occasionally offer directly produced products or merchandise in very limited quantities in connection with special events, such as an album release, anniversary, celebration or other special initiative. Direct sales of these limited editions are available only within the European market.
As our print on demand products may be shipped to customers worldwide, consumer rights may vary depending on the customer’s country or region. Nothing in this Policy is intended to exclude or restrict any mandatory consumer rights provided by applicable law.
Right of withdrawal for European customers
Consumers located in the European Union or European Economic Area have the right, where applicable, to withdraw from a distance purchase within 14 days of receiving the goods without providing a reason, in accordance with applicable consumer protection legislation, including Directive 2011/83/EU on consumer rights and the corresponding national legislation implementing it.
Where applicable, similar statutory cancellation rights may apply in other jurisdictions, including the United Kingdom under the Consumer Contracts Regulations 2013.
To exercise the right of withdrawal, the customer must clearly communicate the decision within the applicable period by using the contact details provided in the How to request assistance section.
After receiving the request, we will provide the necessary return instructions.
Products must not be returned directly to Printful, another manufacturer, an address shown on the packaging or any other production or fulfilment partner unless specifically instructed by us.
Customers outside Europe
For customers located outside the European Union, European Economic Area or United Kingdom, return, refund and cancellation rights may vary according to the mandatory consumer protection laws applicable in the customer’s country or region.
Where local law grants mandatory rights that differ from the provisions of this Policy, those mandatory rights will apply.
Nothing in this Policy is intended to waive, exclude or restrict consumer rights that cannot legally be waived, excluded or restricted.
Returning a product
After communicating the decision to exercise an applicable right of withdrawal, the product must be returned according to the instructions provided and within the time limits established by applicable law.
Customers may inspect and try a product only to the extent reasonably necessary to establish its nature, characteristics, size and functionality.
The customer may be responsible for any diminished value resulting from handling the product beyond what is reasonably necessary for such inspection.
Clothing may therefore be tried on but should not be worn for extended use, washed, altered or damaged.
Return shipping costs
When a return is made because the customer has changed their mind and a statutory right of withdrawal applies, the direct cost of returning the product is borne by the customer unless otherwise stated at the time of purchase or required by applicable law.
If a product is defective, damaged, incorrect or otherwise not in conformity with the order, necessary return costs will not be charged to the consumer where applicable law requires the seller to bear such costs.
Before shipping any product, customers must contact us as described in the How to request assistance section.
Refunds following withdrawal
When a statutory right of withdrawal is validly exercised, payments received for the products concerned will be refunded in accordance with applicable law.
Where required by applicable consumer protection legislation, this refund will also include the cost of the standard delivery method originally offered by the shop.
Additional delivery costs resulting from the customer’s choice of a delivery method more expensive than the standard delivery option offered by the shop are not refundable where permitted by applicable law.
Refunds will normally be issued using the same payment method used for the original purchase unless otherwise agreed with the customer.
Refunds will be processed within the time limits established by applicable law.
Where permitted by law, we may withhold the refund until we have received the returned goods or until the customer provides evidence that the goods have been returned, whichever occurs first.
Print on demand products
Most products available through the Neural Odyssey shop are manufactured using a print on demand system. This means that the product is normally manufactured after the order has been placed rather than being taken from an existing stock of finished products.
The use of print on demand production does not, by itself, remove or restrict mandatory consumer rights that may apply to a purchase.
The operational policies of our production and fulfilment partners do not limit any mandatory rights that customers may exercise against our shop under applicable consumer protection law.
Customers experiencing a problem with an order must therefore contact Neural Odyssey using the procedure described in the How to request assistance section rather than contacting the production partner directly.
Size, colour and product variant
Before placing an order, customers should carefully review the size guide and product specifications and verify the selected size, colour and other available variants.
Selecting the wrong size, colour or variant does not constitute a defect or lack of conformity when the product supplied corresponds to the option selected by the customer at the time of purchase.
This does not affect any statutory right of withdrawal or other mandatory consumer right that may apply.
## Defective, damaged, incorrect or non conforming products
If you receive a product that is defective, damaged, misprinted, different from the product ordered or otherwise not in conformity with your order, please contact us as soon as possible using the procedure described in the How to request assistance section.
Photographic documentation is required to allow us to identify and assess the reported issue.
The photographs must clearly show the product received and the defect, damage, printing error or other reported non conformity.
Where necessary, we may request additional photographs showing the entire product, the affected area, labels, packaging, size information or other details reasonably necessary to identify the product and assess the reported issue.
The request should also include the order number, where available, and a description of the problem.
Photographic documentation is requested for the purpose of verifying the reported issue and, for print on demand products, to allow us to submit the necessary claim to the relevant production or fulfilment partner.
After the issue has been assessed, we will provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include replacement, reproduction of the item, price reduction or refund.
For print on demand products, it may not be necessary to physically return a defective, damaged, incorrect or non conforming product.
Do not return any product before receiving our instructions.
Limited editions and special events
Neural Odyssey may occasionally produce and sell small quantities of merchandise or other products in connection with particular events or initiatives.
These may include, for example, album releases, anniversaries, celebrations, band related events or other special initiatives.
The characteristics and contents of these editions are determined exclusively by Neural Odyssey and are not created, modified or personalised according to individual customer requests.
A particular edition may include additional items such as cards, prints, inserts, gadgets, promotional materials, signed cards or other content connected with the initiative.
The inclusion of such items and the limited, numbered, commemorative or promotional nature of an edition does not remove or restrict any mandatory consumer rights provided by applicable law.
Direct sales of these limited editions are available only within the European market.
Availability of limited editions
Limited editions are available only while the quantity produced for the relevant initiative remains in stock.
If a limited edition product is defective, damaged, incorrect or non conforming, the photographic documentation described in this Policy is required to assess the issue.
Once the issue has been verified, we will make reasonable efforts to replace the affected item with another unit of the same product where replacement is an appropriate remedy.
Due to the limited nature of these editions, replacement may not be possible if all available units have been sold or distributed.
In such cases, another remedy will be provided where required by applicable law, which may include a refund.
Sale and promotional items
Purchasing a product at a discounted or promotional price does not remove or restrict mandatory consumer rights.
Any applicable right of withdrawal and statutory rights relating to defective or non conforming goods therefore continue to apply to products purchased during promotions, special offers or sales.
Complimentary gift vouchers and promotional credits
Neural Odyssey may occasionally provide complimentary gift vouchers, promotional vouchers, credits or promotional codes as part of marketing campaigns, prizes, contests, special initiatives or activities involving our community.
Gift vouchers and promotional credits provided free of charge by Neural Odyssey do not represent money paid by the customer and have no monetary value outside the Neural Odyssey shop.
Unless otherwise stated in the terms of the relevant promotion, complimentary vouchers and promotional credits cannot be exchanged for cash, redeemed for cash or refunded.
If an order paid wholly or partly using a complimentary voucher or promotional credit is refunded, any monetary refund will not exceed the amount actually paid by the customer using a monetary payment method.
The promotional value applied to the order may be restored, reissued or considered used according to the terms of the relevant promotion and applicable law.
This section applies exclusively to vouchers, credits and promotional benefits provided free of charge by Neural Odyssey and does not apply to gift cards purchased by customers for monetary value.
Statutory guarantee and conformity rights
Consumers may be entitled to statutory rights relating to defective or non conforming goods under the consumer protection laws applicable in their country or region.
For consumers in the European Union, these rights include those established under applicable EU consumer protection legislation and the corresponding national laws, including Directive (EU) 2019/771 on certain aspects concerning contracts for the sale of goods.
If a product is defective, does not correspond to its description, is different from the product ordered or otherwise fails to conform to the sales contract, the consumer may be entitled to the remedies provided by applicable law.
Photographic documentation may be required to identify the product and assess the reported defect or lack of conformity.
Statutory conformity rights are separate from the right of withdrawal.
The conditions applicable to returns resulting from a change of mind do not restrict statutory rights relating to defective or non conforming goods.
Orders not delivered
If an order has not been delivered within the expected timeframe or appears to have been lost in transit, please contact us using the procedure described in the How to request assistance section.
We will investigate the shipment with the carrier or the relevant production and fulfilment partner and provide an appropriate solution according to the circumstances and applicable law.
Delivery estimates provided by the shop, carrier or fulfilment partner are estimates unless expressly stated otherwise.
Incorrect delivery address
The customer is responsible for providing a complete and accurate delivery address when placing an order.
If you discover that you have provided an incorrect or incomplete address, please contact us as soon as possible using the procedure described in the How to request assistance section.
If production or shipment has not yet begun, we will make reasonable efforts to correct the address.
We cannot guarantee that an address can be changed after production or shipment has started.
Additional costs resulting from an incorrect or incomplete address provided by the customer may be charged to the customer where permitted by applicable law.
Unclaimed packages and packages returned to sender
If a package is returned to the sender because it was not collected, could not be delivered due to circumstances attributable to the recipient or because the delivery information provided was incorrect or incomplete, please contact us using the procedure described in the How to request assistance section.
We will assess whether the order can be shipped again.
Additional shipping costs for resending the order may be charged to the customer where permitted by applicable law.
Customs duties and import charges
Print on demand products may be manufactured and shipped from different production facilities around the world.
Depending on the destination country, the location from which an order is fulfilled and applicable customs regulations, an international shipment may be subject to customs duties, import taxes, handling fees or other charges imposed by local authorities or carriers.
Where such charges are not collected directly at checkout, they may be payable by the recipient upon import or delivery.
Any applicable customs duties, import taxes and similar charges will be handled in accordance with the laws and disclosure requirements applicable to the sale and destination country.
Refund processing times
Once a refund has been issued, the time required for the funds to appear in the customer’s account may depend on the payment method, bank or payment service provider.
If you have received confirmation that a refund has been issued but the funds have not yet appeared, we recommend first checking with the provider of the payment method used for the purchase.
If the issue persists, please contact us using the procedure described in the How to request assistance section.
How to request assistance
To exercise an applicable right of withdrawal or for any request concerning returns, refunds, replacements, defective, damaged, incorrect or non conforming products, delivery issues or other problems relating to an order, please contact us with Contact Form or by replying to one of the emails you received regarding your order.
Where available, please include your order number and the email address used to place the order.
For defective, damaged, incorrect or non conforming products, photographic documentation clearly showing the product and the reported issue is required. We may request additional photographs if the documentation initially provided is not sufficient to assess the issue.
Please wait for our instructions before returning any product.
Do not send products directly to Printful, another production or fulfilment partner or an address appearing on the packaging unless we specifically instruct you to do so.
Applicable consumer rights
Nothing in this Policy is intended to exclude, waive or restrict any mandatory consumer rights provided by applicable law.
For consumers in the European Union, this includes rights arising under Directive 2011/83/EU on consumer rights, Directive (EU) 2019/771 on contracts for the sale of goods and the national legislation implementing those Directives.
For consumers in the United Kingdom, applicable statutory consumer rights, including those arising under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, remain unaffected.
For customers in other countries, any mandatory consumer protection rights provided by the laws applicable to the transaction remain unaffected.
If any provision of this Policy conflicts with a mandatory provision of applicable consumer law, the mandatory provision will prevail.