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Withdrawal
Right of Withdrawal
This notice applies to distance contracts and contracts concluded outside business premises between neotes GmbH and consumers, insofar as a statutory right of withdrawal exists.
A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade, business or self-employed professional activity. Entrepreneurs are not entitled to a statutory right of withdrawal.
Which notice applies?
- Section A - Goods: Food supplements, other physical products, product bundles, test or sample collection kits sold separately without laboratory services, as well as regular deliveries of goods.
- Section B - Services: Laboratory and diagnostic services, including a test or sample collection kit provided solely for carrying out the analysis and the individual results report, consultations, coaching services, and service-only memberships.
- Section C - Digital Content: Digital content provided separately for a fee that is not supplied on a tangible medium. A results report forming part of a laboratory service is governed by Section B.
If an offer contains separately identified goods and services, the respective applicable provisions shall apply alongside one another.
A. Contracts for Goods
Right of Withdrawal
You have the right to withdraw from this contract within fourteen days without giving any reason.
The withdrawal period is fourteen days. It begins:
- in the case of a single delivery of goods, on the day on which you, or a third party designated by you who is not the carrier, takes possession of the goods;
- in the case of several goods ordered as part of a single order and delivered separately, on the day on which you, or a third party designated by you who is not the carrier, takes possession of the last goods;
- in the case of goods delivered in several partial shipments or pieces, on the day on which you, or a third party designated by you who is not the carrier, takes possession of the last partial shipment or the last piece;
- in the case of regular deliveries of goods over a specified period, in particular goods subscriptions, on the day on which you, or a third party designated by you who is not the carrier, takes possession of the first goods.
Exercising the Right of Withdrawal
To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by means of a clear declaration, for example by a letter sent by post or by email. You may use the model withdrawal form set out below, although this is not mandatory.
neotes GmbH
Ziegelstraße 7c
40468 Düsseldorf
Germany
Telephone: +49 30 440 39 720
Email: cs@neotes.care
You may also exercise your right of withdrawal online using our electronic withdrawal function:
Withdraw from the Contract Online
If you use this online function, we will promptly provide you with confirmation of receipt on a durable medium, for example by email, including information on the content of your declaration of withdrawal and the date and time it was received.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of your right of withdrawal before the withdrawal period has expired.
Effects of Withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery, without undue delay and no later than fourteen days from the day on which we receive your notification of withdrawal from this contract.
This does not apply to additional costs resulting from your choosing a type of delivery other than the least expensive standard delivery offered by us.
We will carry out such reimbursement using the same means of payment as you used for the original transaction, unless expressly agreed otherwise with you. Under no circumstances will you incur any fees as a result of this reimbursement.
We may withhold reimbursement until we have received the goods back or until you have supplied evidence that you have returned the goods, whichever occurs first.
You must send back or hand over the goods without undue delay and in any event no later than fourteen days from the day on which you notify us of your withdrawal from this contract, to the following address:
neotes GmbH
Ziegelstraße 7c
40468 Düsseldorf
Germany
The deadline is met if you dispatch the goods before the fourteen-day period has expired.
You shall bear the direct costs of returning the goods.
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Exclusion of the Right of Withdrawal for Goods
The right of withdrawal does not exist, where the statutory requirements are met in the individual case, for contracts:
- for the supply of goods that are not prefabricated and for whose manufacture an individual selection or determination by the consumer is decisive, or which are clearly tailored to the personal needs of the consumer;
- for the supply of goods that are liable to deteriorate rapidly or whose expiry date would quickly be exceeded;
- for the supply of sealed goods which are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery; this may apply in particular to appropriately sealed food supplements, test kits and sample collection kits;
- for the supply of goods which, after delivery, have been inseparably mixed with other goods due to their nature.
Note regarding seals: Merely opening the shipping packaging does not extinguish the right of withdrawal. The decisive factor is the removal of a product-specific seal from goods that are no longer suitable for return for reasons of health protection or hygiene after the seal has been removed.
B. Contracts for Services
This section applies in particular to paid laboratory and diagnostic services that include a test or sample collection kit provided for carrying out the analysis and an individual results report, consultations, coaching services, as well as the service components of memberships.
Right of Withdrawal
You have the right to withdraw from this contract within fourteen days without giving any reason.
The withdrawal period is fourteen days from the date the contract is concluded.
Exercising the Right of Withdrawal
To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by means of a clear declaration, for example by a letter sent by post or by email. You may use the model withdrawal form set out below, although this is not mandatory.
neotes GmbH
Ziegelstraße 7c
40468 Düsseldorf
Germany
Telephone: +49 30 440 39 720
Email: cs@neotes.care
You may also exercise your right of withdrawal online using our electronic withdrawal function:
Withdraw from the Contract Online
If you use this online function, we will promptly provide you with confirmation of receipt on a durable medium, for example by email, including information on the content of your declaration of withdrawal and the date and time it was received.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of your right of withdrawal before the withdrawal period has expired.
Effects of Withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including any delivery costs, without undue delay and no later than fourteen days from the day on which we receive your notification of withdrawal from this contract.
This does not apply to additional costs resulting from your choosing a type of delivery other than the least expensive standard delivery offered by us.
We will carry out such reimbursement using the same means of payment as you used for the original transaction, unless expressly agreed otherwise with you. Under no circumstances will you incur any fees as a result of this reimbursement.
If you requested that the services should begin during the withdrawal period, you must pay us an appropriate amount corresponding to the proportion of the services already provided up to the time at which you informed us of the exercise of your right of withdrawal in relation to this contract, compared with the total scope of the services provided for under the contract.
If you received a physical kit in connection with the service, it must be returned without undue delay and in any event no later than fourteen days after withdrawal to neotes GmbH, Ziegelstraße 7c, 40468 Düsseldorf, Germany.
You shall bear the direct costs of returning the goods. Any diminished value shall be governed by the conditions set out in Section A.
Early Expiry of the Right of Withdrawal for Services
In the case of a contract for the provision of paid services, the right of withdrawal expires once the service has been fully performed, provided that before performance began you expressly agreed that we could begin performing the service before the withdrawal period expired, and you confirmed your acknowledgment that your right of withdrawal would expire upon our full performance of the contract.
In the case of a contract concluded outside business premises, this consent must be provided on a durable medium.
Special Provisions for Laboratory and Diagnostic Services
The submission or receipt of a sample and the mere commencement of the analysis do not, by themselves, cause the right of withdrawal relating to the service to expire.
The service is deemed to have been fully performed only once all contractually agreed components, including the results report and any consultation included in the service, have been fully provided. Until then, where early performance has been requested, a proportional payment for services already provided may become due in the event of withdrawal.
C. Contracts for Digital Content
This section applies only to digital content that is provided separately for a fee and is not supplied on a tangible medium. It does not apply to a results report that merely forms part of a laboratory or diagnostic service under Section B.
Right of Withdrawal
You have the right to withdraw from this contract within fourteen days without giving any reason.
The withdrawal period is fourteen days from the date the contract is concluded.
Exercising the Right of Withdrawal
To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by means of a clear declaration, for example by a letter sent by post or by email. You may use the model withdrawal form set out below, although this is not mandatory.
neotes GmbH
Ziegelstraße 7c
40468 Düsseldorf
Germany
Telephone: +49 30 440 39 720
Email: cs@neotes.care
You may also exercise your right of withdrawal online using our electronic withdrawal function:
Withdraw from the Contract Online
If you use this online function, we will promptly provide you with confirmation of receipt on a durable medium, for example by email, including information on the content of your declaration of withdrawal and the date and time it was received.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of your right of withdrawal before the withdrawal period has expired.
Effects of Withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you without undue delay and no later than fourteen days from the day on which we receive your notification of withdrawal from this contract.
We will carry out such reimbursement using the same means of payment as you used for the original transaction, unless expressly agreed otherwise with you. Under no circumstances will you incur any fees as a result of this reimbursement.
You are not required to pay compensation for digital content that has been made available before the withdrawal.
Early Expiry of the Right of Withdrawal for Digital Content
In the case of a contract for the paid supply of digital content not provided on a tangible medium, the right of withdrawal expires prematurely if we have begun performing the contract after:
- you have expressly agreed that we may begin performing the contract before the withdrawal period has expired;
- you have acknowledged that, by giving your consent, you lose your right of withdrawal once performance of the contract has begun; and
- we have provided you with a confirmation of the contract on a durable medium, documenting both your consent and your acknowledgment.
Important: Unless all of the above requirements are fulfilled, the right of withdrawal does not expire merely because digital content has been provided or accessed.
Model Withdrawal Form
If you wish to withdraw from the contract, you may complete and return this form. Use of this form is not mandatory.
To:
neotes GmbH
Ziegelstraße 7c
40468 Düsseldorf
Germany
Email: cs@neotes.care
I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract for the purchase of the following goods (*) / the provision of the following service (*):
Goods / Service:
....................................................................................................
Ordered on / Contract concluded on:
....................................................................................................
Goods received on:
....................................................................................................
Name of Consumer(s):
....................................................................................................
Address of Consumer(s):
....................................................................................................
Email Address (optional):
....................................................................................................
Order Number / Contract Reference (optional):
....................................................................................................
Date:
....................................................................................................
Signature (only if submitted on paper):
....................................................................................................
(*) Delete as appropriate.
Version: July 16, 2026