Neowach (“we”, “us”, or “our”) operates the website https://www.neowach.com. By placing an order through our store, you agree to the terms outlined below. These terms help set expectations and protect both you (the customer) and us during the shipping and delivery process.

 

1. General

We do our best to maintain accurate stock levels, but occasionally a product might be out of stock after you place your order. If this happens, we’ll contact you to offer either a refund or the option to wait for restock.
Custom-made or personalized products are non-refundable unless they are defective. Please order consciously. If you’re unsure, feel free to contact us in advance — we’ll do our best to guide you at hello@neowach.com.

 

2. Shipping Costs & Transit Times

Shipping fees are calculated based on your location and shown at checkout. All orders are shipped with tracking.

Please note: Transit times are estimates only and are not guaranteed, as final delivery is handled by external couriers and may vary based on destination, customs delays, or peak periods.

 

3. Returns

3.1 Change of Mind

We accept returns for unused, undamaged items in original packaging within 14 days of receiving your order. Return shipping is at the customer’s expense.
Please note: Custom-made items are not eligible for returns unless defective.

To return an item, please contact us at hello@neowach.com with your order details. We’ll provide the return address and instructions.

We recommend using a tracked shipping service for your return to ensure safe delivery and proof of return.

Once we receive and inspect the returned item, we’ll issue store credit or a refund for the item (excluding original shipping fees).

3.2 Warranty Claims

Warranty claims can be submitted within 24 months of receipt for items with legitimate defects, in accordance with §365 BGB (Germany).
Return shipping for warranty items must be pre-paid by the customer. If the claim is valid, we’ll reimburse your return shipping cost and offer:

• A refund via original payment method

• Store credit

• A replacement item (if available)

 

4. Delivery Terms

4.1 Dispatch Time

Orders are usually dispatched within 1–3 business days after payment confirmation. We ship Monday to Friday, excluding holidays.
Please note: Transit times are estimates only and not guaranteed, as final delivery is handled by external couriers and may vary based on destination, customs delays, or peak periods.

4.2 Address Changes

If you need to change your delivery address, email hello@neowach.com before your order is dispatched.

4.3 Out of Stock Items

If part of your order is out of stock, we will hold the full order until the missing item is available. We’ll contact you with options if delays occur.

4.4 Delays

If your delivery exceeds the estimated timeframe, please contact hello@neowach.com so we can investigate with the shipping provider.

 

5. Tracking

Once your order is dispatched, you’ll receive a tracking link to follow your parcel in real time.

 

6. Damaged Packages

If your parcel arrives damaged, please reject it at delivery if possible and contact us at hello@neowach.com.
If it was left at your door, send us clear photos and we’ll advise next steps.

 

7. Duties & Taxes

7.1 Sales Tax

All prices include applicable sales tax within the EU.

7.2 Import Duties (Non-EU Orders)

For international shipments outside the EU, import duties or taxes may apply upon arrival. These charges are the responsibility of the customer.
If you refuse to pay these duties and the package is returned, you will be refunded the item cost minus the return shipping and initial shipping fees.

 

8. Cancellations

You may cancel your order before it has been dispatched. If your order has already shipped, please refer to our return policy.
For cancellations, email hello@neowach.com as soon as possible.

 

9. Customer Service

For any questions, returns, or concerns, email us at: hello@neowach.com
We’ll get back to you as soon as possible.