Refund policy
Note: For clarity, this page contains only an excerpt from our General Terms and Conditions. This excerpt is not complete and does not replace the legally binding GTC. The full and valid provisions can be found in our GTC.
RIGHT OF WITHDRAWAL FOR NEWORN Online Shop
1. For Neworn Purchases
Neworn is committed to offering its customers high-quality baby and children's products while protecting the environment. It is alarming that several billion euros worth of returned items end up in landfill every year. We are determined to break this pattern of unnecessary returns.
Before completing your purchase, we strongly encourage you to carefully review all relevant information to ensure the item meets your requirements. Should you still need to initiate a return, please familiarise yourself with our return policy.
2. Right of Withdrawal & Warranty
The user — provided they are a consumer — has the right to withdraw from the contract for paid listings within fourteen days without giving any reason.
The withdrawal period is fourteen days from the date of conclusion of the contract. It is sufficient to send the notice of withdrawal before the expiry of the withdrawal period in order to meet the deadline.
To exercise your right of withdrawal, you must inform us (Neworn, Spitalgasse 27/13, 1090 Vienna, Tel.: 00436644846256, E-Mail: info@neworn.com) by means of a clear statement (e.g. a letter sent by post, fax or e-mail) of your decision to withdraw from this contract. You may use the model withdrawal form below, although this is not mandatory.
To meet the withdrawal deadline, it is sufficient that you send your notice of exercise of the right of withdrawal before the withdrawal period has expired.
If you withdraw from this contract, we shall reimburse all payments received from you, including delivery costs (with the exception of any additional costs arising from your choice of a delivery method other than the cheapest standard delivery offered by us), without undue delay and no later than fourteen days from the day on which we receive notification of your withdrawal. We will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise; in no event will you be charged any fees as a result of such 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 return the goods to us without undue delay and in any event no later than fourteen days from the day on which you notify us of the withdrawal from this contract, to:
Name: Caroline Schober
Street: Spitalgasse 27/13
Postcode: 1090
City: Vienna
The return deadline is met if you send the goods before the fourteen-day period has expired. You bear the direct cost of returning the goods. You are only liable for any diminished value of the goods if this is due to handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. We do not accept returns of items that have been used, washed or altered from their original condition.
3. MODEL WITHDRAWAL FORM
(If you wish to withdraw from the contract, please complete and return either the electronic form or this form.)
or
– To:
Name: Caroline Schober
Street: Spitalgasse 27/13
Postcode: 1090
City: Vienna
Phone: 00436644846256
E-Mail: info@neworn.com
– I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract for the sale of the following goods (*)
– Ordered on (*) / received on (*)
– Name of consumer(s)
– Address of consumer(s)
– Signature of consumer(s) (only if this form is submitted on paper)
– Date
(*) Delete as appropriate.
Unless expressly agreed otherwise between the customer and us, the right of withdrawal does not apply to the following contracts:
- Contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons, if their seal has been removed after delivery.
4. Right of Withdrawal on the Marketplace Platform
For purchases made via the Neworn platform, the applicable consumer protection provisions under German or Austrian law apply depending on the buyer's place of residence. Neworn acts solely as an intermediary between buyer and seller and does not itself become a party to the purchase contracts concluded via the platform.
Where contracts are concluded between consumers and traders and no statutory right of cancellation exists (e.g. for used, personalised or hygiene-sensitive products), the right of withdrawal pursuant to §§ 355 et seq. of the German Civil Code (BGB) or §§ 3 et seq. of the Austrian Distance and Off-Premises Contracts Act (FAGG) does not apply.
Regardless of the above, statutory warranty rights remain in force:
- In Germany pursuant to §§ 433 et seq. and § 437 BGB,
- in Austria pursuant to §§ 922 et seq. ABGB, in particular § 932 ABGB,
provided the seller has not expressly excluded warranty liability.
These rights cover, for example, defects that already existed at the time of handover and include, depending on the applicable legal system, subsequent performance (repair or replacement), price reduction, rescission (cancellation of contract) or damages.
For contracts between private individuals, neither a statutory right of withdrawal nor mandatory warranty rights apply, provided the latter have been excluded within the limits permitted by law.
5. Special Conditions for Buyer Protection
Our General Terms and Conditions are supplemented by the "Special Conditions for Buyer Protection" in their current version. These govern in particular the process, services and requirements of buyer protection for purchases made via the Neworn platform. In the event of conflicting provisions, the Special Conditions for Buyer Protection take precedence over the provisions of these GTC insofar as buyer protection is concerned.
