Returns and Refunds

Last updated: October 2025

We take pride in the quality of our acoustic panels and want you to feel confident in your purchase. If something’s not quite right, we’re here to help.

What can be returned

You may return items if:

They’re in unused, undamaged condition
All original packaging is intact (including shipping protection)
The return request is made within 7 days of delivery.
If the return request is due to in-transit damage, the return request needs to be submitted imeadiately on receiving the goods as per the couriers terms and conditions.

We don’t accept returns on:

Items that have been installed, drilled, or visibly altered
Custom orders (non-standard sizes, finishes, etc.)
Items damaged due to mishandling after delivery
Only regular priced items may be refunded. Sale items cannot be returned or refunded.

Exchanges

Ordered the wrong size or finish? As long as the item is eligible for return, we’re happy to help you swap it out.

You’ll just need to:

Cover return shipping for the original item
Pay any difference in product cost (if applicable)
Cover shipping for the replacement item

Email hello@nieuw.co to begin the process.

Installation disclaimer

Our panels and inserts are designed for straightforward installation, with no special tools or professional help required.

That said:

Damage caused during installation (e.g. overtightening, incorrect wall fixings, or dropped panels) is not covered under our returns policy

If you’re unsure about mounting or installing, please contact us before installation – we’re happy to offer guidance.

How to request a return

Please complete the Return Request Form

We’ll respond within 4 business days with next steps.

Refunds

Once your return is received and inspected, we’ll confirm eligibility and issue a refund to your original payment method within 5-7 working days.

We’ll notify you via email once the refund has been processed.

Return shipping

If the item arrived damaged and we agree that the damage was caused by the courier, or there was an error on our part, we’ll cover return shipping
If you’ve changed your mind, you’re responsible for return shipping

Please use a tracked, insured courier – we can’t refund items lost or damaged in transit.

Exchanges

We only replace items if they are defective. If you need to exchange it for the same item, send us an email at hello@nieuw.co.

Shipping returns

To return your product, you should send your product to our physical address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?