Returns & Refunds | NEW WORLD GUARDIANS Marketplace

Return and Refund Policy

Effective Date: 20.12.2024
Applicable to Transactions on: NEW WORLD GUARDIANS Marketplace

1. Overview

We want you to feel completely confident when shopping with NEW WORLD GUARDIANS.

If something isn’t right, we’re here to help.

This Return and Refund Policy governs returns and refunds for purchases made through the NEW WORLD GUARDIANS Marketplace, operated by NWG-NFT GmbH.

As a multi-brand marketplace, products are sold either by NWG-NFT GmbH or by independent partner brands.
Return conditions, shipping costs, and return procedures may therefore vary depending on the respective vendor.

Brand-specific return periods, free returns, or other special conditions are always indicated on the respective product pages.

This policy is designed to comply with applicable EU consumer protection laws.

2. Consumer Right of Withdrawal

Consumers have the statutory right to withdraw from their purchase within 14 days of receiving the goods, without providing a reason.

The withdrawal period begins on the day the consumer, or a designated third party, receives the goods.

To exercise the right of withdrawal, customers must inform either the respective vendor or NEW WORLD GUARDIANS of their decision to withdraw from the contract.

2.1 Model Withdrawal Form

(You may use this form, but it is not mandatory.)

If you wish to withdraw from your purchase, please complete and return this form.

I hereby withdraw from the contract concluded for the purchase of the following goods:

Order number:
Product(s):

Received on:

Customer name:
Customer address:

Signature (only if submitted on paper):

Date:

3. Conditions for Returns

To be eligible for a return:

Products must be unused, unworn, and in their original condition
Products must be returned in their original packaging
All labels, tags, and protective elements must remain intact
Proof of purchase must be provided (for example order confirmation)

Returns that do not meet these conditions may not be accepted.

4. How to Initiate a Return

Because NEW WORLD GUARDIANS is a multi-brand marketplace, returns are usually processed by the respective vendor.

Customers have two options to initiate a return.

Contact the Vendor

If the product was sold by a third-party vendor, you may contact the vendor directly using the contact details provided on our website.

Contact NEW WORLD GUARDIANS

Customers may also contact NEW WORLD GUARDIANS directly.
Our support team will assist you and provide the necessary return instructions.

To start a return, simply send us a short message via our contact form:

www.newworldguardians.com/en/pages/contact

Alternatively, you may contact us by email:

support@newworldguardians.com

Please include:

your order number
the product name
a short description of your request

You will then receive detailed instructions, including the correct return address.

5. Return Shipping Costs

Return shipping costs are generally the responsibility of the customer unless:

the product is defective
the product was damaged during shipping
the product differs materially from its description

In such cases, the respective vendor is responsible for covering the return shipping costs.

Please note that some brands may offer free returns or subsidised return shipping depending on the region or product category.
These brand-specific conditions are shown on the respective product pages.

6. Refunds

Once the returned product has been received and inspected by the respective vendor, refunds will be processed accordingly.

Refunds are issued:

to the original payment method
within 14 business days after approval of the return

If the return is based on change of mind, original shipping costs may not be refunded.

If the return is due to a defective product or vendor error, the full amount including shipping costs will be refunded.

7. Vendor Responsibilities

Third-party vendors are responsible for resolving issues if products:

arrive damaged
are defective
differ significantly from their description

In such cases, the vendor must provide an appropriate solution such as:

replacement
repair
refund

NEW WORLD GUARDIANS will assist customers in communication with the vendor if needed.

8. Exceptions to the Right of Withdrawal

The statutory right of withdrawal does not apply to:

customised or personalised goods
sealed goods unsuitable for return for health or hygiene reasons once opened
digital content, including NFTs, once delivered
items explicitly marked as non-returnable at the time of purchase

9. Dispute Resolution

If a return-related issue cannot be resolved between the customer and the vendor within a reasonable timeframe, NWG-NFT GmbH reserves the right to review the case and determine an appropriate resolution in accordance with marketplace terms and applicable consumer protection laws.

10. Contact Information

For assistance regarding returns or refunds, please contact:

NEW WORLD GUARDIANS Customer Service