Refund policy

Changed your mind? You can return any purchase within 14 days, for any reason. This applies to orders delivered in the European Union, the United Kingdom, the United States and Canada. The 14 days start on the day after you (or someone you named) receive the product, or the last product of your order.

How to return

  1. Email support@newthingslab.com or use our contact form with your order number and the product you want to return. We reply with the return address and instructions.
  2. Send the product back within 14 days after telling us.
  3. We refund you as described below.

Condition of the product

You are welcome to unpack and try the product, just as you would in a shop. For a full refund, please send it back complete, with all accessories, and in its original, undamaged retail packaging. If a product comes back incomplete, damaged, or without its undamaged retail packaging, we deduct the loss in value from the refund.

Return shipping

Within the Netherlands, we pay for the return shipment. From anywhere else, the cost of the return shipment is yours. We recommend a tracked shipment, as the parcel is your responsibility until it reaches us.

Refunds

We refund the purchase price and the standard delivery costs within 14 days after you tell us you are returning the product. We may wait until we have received the product, or proof that you sent it, whichever comes first. The refund goes to the payment method you used, free of charge. If you chose a more expensive delivery option than our standard one, the extra cost is not refunded.

Pre-orders

You can cancel a pre-order at any time before it ships, for a full refund.

Faulty or damaged on arrival

Something wrong with your product, or damaged in transit? Contact us with your order number and a photo, and we will sort out a repair, replacement or refund with you. This comes on top of the 14-day return: your statutory rights for products that are not as agreed always apply.

Import charges

If a parcel outside the European Union is refused, not collected or returned to us because import charges were not paid, we may deduct the return shipping costs and any charges from the refund. If the goods do not come back to us, we cannot refund them.

These rules follow our Terms of Sale (articles 4 to 7 and 11). Questions? Email support@newthingslab.com.