NH GLOBAL SHIPPING, RETURN & REFUND POLICY

Shipping 

We ship our packages through our designated logistics partners. The price of shipment differs based on the country of shipment and is calculated individually in the checkout stage of purchase.

The approximate time of shipment will be provided to you at the checkout stage of the purchase, however, NH Global does not guarantee that the products will always be delivered in the predicted time, due to the fact that there are multiple factors that have to be accounted for and are out of NH Global’s control. NH Global is not liable for any damages or other penalties for the potential delay in delivery.

In case one of the ordered products is out of stock, we will split the order into multiple shipments. The products in stock will be shipped immediately, while others will follow after they are available.

The shipment may be accepted by yourself or a person with your permission. In case you are not available at the time of shipment, the courier will send you instructions on where you may pick up your package.

The receipt for your order will be delivered to your designated email within 24 hours after placing the order. The receipt has to be paid in full in order for NH Global to ship the ordered products. If the receipt is not paid in full by the designated deadline, marked on the receipt, we will cancel the order and inform you of the cancellation.

NH Global d.o.o. reserves the right to cancel any orders due to products being out of stock regardless of the reason.

After placing an order, changing the terms of the delivery or delivery information is no longer available, unless otherwise agreed upon with the courier.

Please check with your customs office to see if you can import the items ordered and if any additional licenses or permits are needed. NH Global is exempt from any fees and/or charges related to importing of ordered goods. The client is solely responsible to ensure that the products are permitted in the country of delivery.

You may have to pay import taxes, customs duties, or a brokerage (handling) fee for your order. These charges are separate from your shipping fee, and you will be billed directly from the carrier of your package. For information regarding any taxes, customs duties, or fees, please refer to the carrier or contact us at support@newhopeglobal.com. 

Unclaimed Shipping Orders

In case the order has been shipped to the address, which you have provided. and you fail to arrange for the pick-up of the order in the time period provided by the delivery service (courier) the order shall be deemed Unclaimed. 

In such an event, you may be charged with an Unclaimed Shipping Order surcharge equal to the amount of the return shipping costs. You hereby consent to this surcharge and give your consent to charge such surcharges via the payment method which you have provided in the order process.

Returns 

You have the right to withdraw from this contract and return the ordered goods within 30 days from receipt of the ordered goods without providing any reason. The withdrawal period will expire after 30 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

You may exercise your right to withdraw by sending us an email to support@newhopeglobal.com, informing us of your withdrawal and the reason for withdrawal.

If you withdraw from this contract, we shall reimburse you the payments for the ordered products for which you wish to withdraw from the contract. We will reimburse the payment without undue delay and in any event not later than 14 days from the day on which we receive the returned items and declare that the item is eligible for return (is unopened, unused, and undamaged). We will carry out such reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise.

You shall send back the goods or hand them over to us or to our logistics service provider, without undue delay and in any event not later than 5 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 5 days has expired.

The costs of return shipment are borne by yourself and shall not be reimbursed by NH Global unless otherwise agreed between the parties in written form. 

You are liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

The right of withdrawal is excluded for contracts on the supply of goods (i) that are made to the consumer’s specifications or are clearly personalized or (ii) which are liable to deteriorate or expire rapidly or (iii) which are sealed on delivery and are not suitable for return due to health protection or hygiene reasons, provided they were unsealed after delivery. Unfortunately, we cannot accept returns on sale items or gift cards.

NH Global reserves the right to decline any orders which are deemed illicit behavior or abuse of one’s Consumer rights and rights under NH Global’s Terms and Conditions as well as this Shopping, Return and Refund Policy. Specifically, NH Global reserves the right to decline orders and/or delivery to a specific user after this user has previously abused his right to withdraw from the contract. NH Global furthermore reserves the right to suspend and/or terminate the account of users who partake in any illicit behavior (i.e. repeatedly ordering and returning items) under NH Global’s Terms and Conditions.

Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and settle the dispute amicably.  

You shall inspect the received items within 14 days after receiving the shipment at the latest. NH Global is not responsible for any damages or claims after the expiration of the 14-day time limit.

Exchanges 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

The last revision of this policy was made on 14th September 2022.