Refund policy

RETURN AND REFUND POLICY

All products are sold with a 14-day satisfaction guarantee. Customers may inform us of the reason for their dissatisfaction and return the purchased order within 14 days of receipt, provided the product is unused and in its original packaging. Upon receipt, Neuhorst will refund the full value of the product or send a replacement product, depending on the customer’s preference. The replacement order is subject to availability. The refund will be made using the same payment method used for the purchase transaction, unless the customer has expressly stated otherwise. In any case, no additional fee will be charged for the refund.

The following criteria must be met before you can return the product and be eligible for a full refund:

  • The customer must inform Neuhorst in writing – i.e., by email – of any dissatisfaction with the product within 14 days of receipt.
    Please email us at info@neuhorst.com. We will issue you a return authorization.

  • Shipping fees are refunded only if the product is faulty, damaged on arrival, or if delivery was unreasonably delayed. For all other returns (such as change-of-mind cases), original shipping costs are non-refundable, and the customer is responsible for return shipping.

NOTE:
Neuhorst does not cover shipping and packaging costs for returned goods unless the product is defective. Neuhorst cannot be held liable for packaged goods prior to receipt. We therefore recommend that customers ship with a receipt/insurance.

If the customer receives a damaged or incorrect product, it is the customer's responsibility to notify Neuhorst immediately upon receipt by email to info@neuhorst.com.

Neuhorst reserves the right to withhold a refund until the goods have been received or until the customer has provided proof that the goods have been dispatched, whichever occurs first. Neuhorst also reserves the right to assess product impairments once the product has been used.

Refunds (if applicable)
Once your return is received and inspected, we will notify you by email. You will also be informed of the approval or rejection of your refund.
If approved, your refund will be processed and a credit will automatically be applied to your original payment method within two to three banking days.

Delayed or Missing Refunds (if applicable)
If you have not yet received a refund, please check your bank account again. Then contact your credit card company, as it may take time for the refund to be posted. Next, contact your bank. If you have done all of this and still have not received your refund, please contact us at info@neuhorst.com.

Exchange (if applicable)
We only replace items if they are defective or damaged. If you would like to exchange an item for the same item, please email info@neuhorst.com for a return authorization.
Any claim for faulty or damaged items must be submitted within 48 hours of delivery.

COMPLAINTS
All products purchased from Neuhorst are covered by a 2-year warranty under the German Purchase Act, meaning the customer can claim product defects for up to 2 years after the date of purchase. The warranty is void if the product has been used improperly or due to lack of maintenance.