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Withdrawal
Right of Withdrawal Information
This information 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 neither attributable to their commercial nor their independent professional activity. Entrepreneurs are not entitled to a statutory right of withdrawal.
Which information applies?
- Section A - Goods: food supplements, other physical products, goods bundles, test or sample collection kits sold separately without laboratory services, as well as regular goods deliveries.
- Section B - Services: laboratory and diagnostics services including a kit provided solely for conducting the analysis and the individual result report, consultations, coaching, and pure service memberships.
- Section C - digital content: digital content made available separately for payment that is not supplied on a tangible medium. A result report as part of a laboratory service falls under Section B.
If an offer contains separately listed goods and services, the respective applicable provisions 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 named by you, other than the carrier, took 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 named by you, other than the carrier, took possession of the last good;
- in the case of a good delivered in several partial shipments or pieces, on the day on which you or a third party named by you, other than the carrier, took 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 named by you, other than the carrier, took possession of the first good.
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 statement, for example by a letter sent by post or an email. You may use the model withdrawal form set out below, but this is not mandatory.
neotes GmbH
Ziegelstraße 7c
40468 Düsseldorf
Germany
Phone: +49 30 440 39 720
Email: cs@neotes.care
You can also exercise your right of withdrawal online via our electronic withdrawal function:
If you use this online function, we will immediately send you an acknowledgement of receipt on a durable medium, for example by email, including information on the content of the withdrawal declaration as well as the date and time of receipt.
To meet the withdrawal deadline, it is sufficient that you send the notice of exercising the right of withdrawal before the withdrawal period expires.
Consequences of withdrawal
If you withdraw from this contract, we shall reimburse you for all payments received from you, including delivery costs, without undue delay and at the latest within fourteen days from the day on which we received notification of your withdrawal from this contract.
This does not apply to additional costs arising from the fact that you chose a different type of delivery than the least expensive standard delivery offered by us.
For this reimbursement we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you. In no case will you be charged fees for this reimbursement.
We may withhold reimbursement until we have received the goods back or until you have provided evidence that you have returned the goods, whichever is the earlier.
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 inform us of the withdrawal from this contract, to the following address:
neotes GmbH
Ziegelstraße 7c
40468 Düsseldorf
Germany
The deadline is met if you send off the goods before the fourteen-day period has expired.
You bear the direct costs of returning the goods.
You only have to pay for any loss in value of the goods if this loss in value is due to handling of the goods that was not necessary for checking their condition, characteristics and functioning.
Exclusion of the right of withdrawal for goods
The right of withdrawal does not apply, insofar as the statutory requirements are met in the specific case, to contracts:
- for the supply of goods that are not prefabricated and for whose production an individual choice 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 can spoil quickly or whose expiration date would soon be exceeded;
- for the supply of sealed goods which are not suitable for return for reasons of health protection or hygiene if their seal was removed after delivery; this may in particular be the case for appropriately sealed food supplements, test kits and sample collection kits;
- for the supply of goods if, after delivery, they have been inseparably mixed with other goods due to their nature.
Note on sealing: Merely opening the shipping packaging does not eliminate the right of withdrawal. What matters is the removal of product-specific sealing in the case of a good that is then not suitable for return for reasons of health protection or hygiene.
B. Contracts for Services
This section applies in particular to paid laboratory and diagnostics services with a test or sample collection kit provided for carrying out the analysis and an individual result report, consultations, coaching, and 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 day 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 statement, for example by a letter sent by post or an email. You may use the model withdrawal form set out below, but this is not mandatory.
neotes GmbH
Ziegelstraße 7c
40468 Düsseldorf
Germany
Phone: +49 30 440 39 720
Email: cs@neotes.care
You can also exercise your right of withdrawal online via our electronic withdrawal function:
If you use this online function, we will immediately send you an acknowledgement of receipt on a durable medium, for example by email, including information on the content of the withdrawal declaration as well as the date and time of receipt.
To meet the withdrawal deadline, it is sufficient that you send the notice of exercising the right of withdrawal before the withdrawal period expires.
Consequences of withdrawal
If you withdraw from this contract, we shall reimburse you for all payments received from you, including any delivery costs, without undue delay and at the latest within fourteen days from the day on which we received notification of your withdrawal from this contract.
This does not apply to additional costs arising from the fact that you chose a different type of delivery than the least expensive standard delivery offered by us.
For this reimbursement we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you. In no case will you be charged fees for this reimbursement.
If you requested that the services should begin during the withdrawal period, you must pay us a reasonable amount corresponding to the proportion of the services already provided up to the time you inform us of the exercise of the right of withdrawal with regard to this contract compared with the total scope of the services provided for in the contract.
If you received a tangible kit in connection with the service, it must be returned without undue delay and in any event no later than fourteen days to neotes GmbH, Ziegelstraße 7c, 40468 Düsseldorf, Germany, in the event of withdrawal.
You bear the direct costs of return shipping. For loss in value, the conditions set out in Section A apply.
Early expiry for services
In the case of a contract for a paid service, the right of withdrawal expires once the service has been fully performed, if you have expressly agreed before performance begins that we may begin performance before the withdrawal period expires, and you have confirmed your knowledge that your right of withdrawal expires upon full performance of the contract by us.
In the case of a contract concluded outside business premises, the consent must be transmitted on a durable medium.
Special provision for laboratory and diagnostics services
The sending or receipt of a sample and the mere beginning of the analysis do not in themselves cause the right of withdrawal for the service to expire.
The service is only fully performed once all contractually owed components, including the result report and any included consultation, have been fully provided. Until then, if early performance was requested, compensation for value may apply in the event of withdrawal.
C. Contracts for Digital Content
This section applies only to digital content made available separately for payment that is not supplied on a tangible medium. It does not apply to a result report that is merely part of a laboratory or diagnostics 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 day 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 statement, for example by a letter sent by post or an email. You may use the model withdrawal form set out below, but this is not mandatory.
neotes GmbH
Ziegelstraße 7c
40468 Düsseldorf
Germany
Phone: +49 30 440 39 720
Email: cs@neotes.care
You can also exercise your right of withdrawal online via our electronic withdrawal function:
If you use this online function, we will immediately send you an acknowledgement of receipt on a durable medium, for example by email, including information on the content of the withdrawal declaration as well as the date and time of receipt.
To meet the withdrawal deadline, it is sufficient that you send the notice of exercising the right of withdrawal before the withdrawal period expires.
Consequences of withdrawal
If you withdraw from this contract, we shall reimburse you for all payments received from you without undue delay and at the latest within fourteen days from the day on which we received notification of your withdrawal from this contract.
For this reimbursement we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you. In no case will you be charged fees for this reimbursement.
You do not owe any compensation for digital content made available up to the time of withdrawal.
Early expiry for digital content
In the case of a contract for the paid provision of digital content not supplied on a tangible medium, the right of withdrawal expires early if we have begun performing the contract after:
- you have expressly agreed that we may begin performance of the contract before the withdrawal period expires;
- you have confirmed your knowledge that, by giving your consent, you lose your right of withdrawal once performance of the contract begins; and
- we have provided you with a contract confirmation on a durable medium recording your consent and your confirmation of knowledge.
Important: Without all of the above conditions being met, the right of withdrawal does not expire merely because digital content has been made available or accessed.
Model Withdrawal Form
If you wish to withdraw from the contract, you may fill out this form and send it back. Use of the form is not mandatory.
To:
neotes GmbH
Ziegelstraße 7c
40468 Düsseldorf
Germany
Email: cs@neotes.care
I/We (*) hereby withdraw from the contract concluded by me/us (*) for the purchase of the following goods (*) / the provision of the following service (*):
Goods / Service:
....................................................................................................
Ordered / 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 for paper notification:
....................................................................................................
(*) Delete as applicable.
As of: 16 July 2026