Refund policy
Last updated: August 2026
At Neubauer Designs, every piece is thoughtfully handcrafted with care and attention to detail. Because each item is handmade, slight variations in colour, texture, pattern and finish are a natural part of the creative process and contribute to the unique character of every product. These natural variations are not considered defects.
Right of Withdrawal
If you are purchasing as a consumer within the European Union, you have the legal right to withdraw from your purchase within 14 calendar days of receiving your order, without providing any reason.
To exercise your right of withdrawal, please notify us by email before returning your item.
Email: neubauerdesigns@outlook.com
Please include:
- your full name;
- your order number;
- the product(s) you wish to return.
Once we have received your request, we will provide you with the return instructions.
Return Conditions
To qualify for a refund, returned products must:
- be returned within 14 days after notifying us of your withdrawal;
- be unused, clean and in their original condition;
- be returned in their original packaging whenever reasonably possible;
- include all accessories supplied with the product.
You may inspect the product as you would in a physical shop. However, if the product has been used beyond what is necessary to establish its nature, characteristics or functionality, we reserve the right to reduce the refund to reflect any loss in value.
Handmade Products
Many of our products are individually handcrafted after an order has been placed.
The legal right of withdrawal does not automatically disappear because a product is handmade. However, products that are made according to the customer's specific requirements or are clearly personalised are exempt from the statutory right of withdrawal in accordance with applicable European consumer legislation.
Damaged or Incorrect Orders
Please inspect your order as soon as it is delivered.
If your order arrives damaged during transport or if you receive the wrong item, please contact us within 48 hours of delivery.
Please include:
- your order number;
- clear photographs of the product;
- photographs of the shipping packaging.
We will review your request promptly and work with you to find an appropriate solution.
Return Shipping
Unless your product is faulty, damaged upon arrival or incorrectly supplied by us, the customer is responsible for arranging and paying the return shipment.
For your own protection, we recommend using a tracked shipping service, as Neubauer Designs cannot be held responsible for returned parcels that are lost or damaged during transit.
Refunds
Once we have received and inspected the returned item, we will notify you of the outcome of your return request.
If your return is approved, your refund will be issued using the original payment method within 14 days after we have received the returned goods or proof that they have been shipped back, whichever occurs first, in accordance with applicable European consumer legislation.
Where required by law, the original standard delivery costs will also be refunded.
Questions
If you have any questions regarding returns or refunds, please contact us at:
Neubauer Designs