Refund policy

RETURN AND REFUND POLICY

Last updated: 12 August 2026

This Return and Refund Policy applies to purchases made through the De Nieuwe Markt online store. De Nieuwe Markt is operated by De Ploeg Retail B.V.

RIGHT OF WITHDRAWAL

You have the right to withdraw from your online purchase without giving a reason.

To exercise this right, you must notify us within 14 days after the day on which you, or a person designated by you, received the order. If an order is delivered in multiple shipments, the 14-day period starts on the day you receive the final item or shipment.

You can notify us by emailing info@denieuwemarkt.com. Please include your name, order number and the item or items you wish to return. You may also use the model withdrawal form included at the bottom of this policy, but this is not required.

After notifying us, you have a further 14 days to return the item.

RETURN ADDRESS

Returns must be sent to:

De Nieuwe Markt
Oude Kijk in ’t Jatstraat 43
9712 EC Groningen
The Netherlands

Please do not return an item before notifying us. This allows us to identify and process your return correctly.

RETURN CONDITIONS

You may inspect and try an item in the same way as you would in a physical store. The item must not have been used or handled beyond what is necessary to establish its nature, characteristics and functioning.

Whenever reasonably possible, please return the item:

  • clean and in the condition in which you received it;

  • with its original tags and labels;

  • with any included accessories or components; and

  • in its original packaging or other suitable protective packaging.

The absence of original packaging or a removed tag does not automatically cancel your right of withdrawal. However, you may be responsible for any reduction in value caused by handling or use beyond what was necessary to inspect the item.

For pre-loved and vintage items, signs of wear that were clearly described or photographed before purchase are part of the item’s condition and are not considered defects. Any additional damage or wear caused after delivery may result in a reduction of the refund.

Please package returns carefully. We recommend using a tracked shipping service and keeping your proof of shipment until the return has been processed.

RETURN SHIPPING COSTS

The direct cost of returning an item because you have changed your mind is your responsibility. We do not provide a prepaid return label for standard returns.

If an item is defective, damaged in transit or incorrectly supplied, De Nieuwe Markt will cover the reasonable cost of returning it. Please contact us before sending the item back so that we can provide the appropriate instructions.

For oversized items that cannot normally be returned by regular post, the estimated direct return cost will be communicated before purchase or stated on the relevant product page.

SALE, VINTAGE, ART AND CONSIGNMENT ITEMS

Sale items, pre-loved or vintage items, artworks, handmade products, consignment items and one-of-a-kind pieces are covered by the same statutory right of withdrawal when purchased online, unless a specific legal exception applies.

The fact that an item is unique, handmade, sold on consignment or discounted does not by itself make it non-returnable.

EXCEPTIONS

The right of withdrawal does not apply to:

  • products made to your specifications or clearly personalised for you;

  • sealed products that are unsuitable for return for health protection or hygiene reasons after the seal has been broken;

  • products that deteriorate or expire rapidly;

  • individual newspapers, periodicals or magazines, except subscriptions; and

  • other products that are legally excluded from the right of withdrawal.

A handmade or one-of-a-kind product is not automatically considered personalised. The exception only applies when it was made or modified specifically according to your individual instructions.

If you are unsure whether an exception applies to your purchase, contact us at info@denieuwemarkt.com.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order after delivery. If an item is damaged, defective, incomplete or different from what you ordered, contact us as soon as reasonably possible at info@denieuwemarkt.com.

Please include your order number, a description of the issue and, where helpful, clear photographs. We will assess the issue and provide an appropriate solution.

This policy does not limit your statutory rights when a product is faulty or does not conform to what was agreed.

CANCELLING AN ORDER BEFORE SHIPMENT

If your order has not yet been fulfilled or shipped, you may request cancellation by contacting info@denieuwemarkt.com as soon as possible.

If the order has already been shipped, it can no longer be cancelled before delivery. You may still use your right of withdrawal after receiving it.

EXCHANGES

We do not process direct online exchanges.

The quickest way to obtain another size or product is to return the original item and place a new order. The new order is subject to current availability and pricing.

REFUNDS

We will notify you when we have received and inspected your return.

We will refund all payments due within 14 days after receiving your notice of withdrawal. However, we may withhold the refund until we have received the returned goods or until you have provided sufficient evidence that the goods were sent back, whichever occurs first.

Refunds are made using the same payment method used for the original order, unless you expressly agree to another method. We do not charge a fee for issuing the refund.

If you return your complete order, we will also refund the cost of the least expensive standard delivery method offered when you placed the order. Any additional cost resulting from your choice of a more expensive delivery method will not be refunded.

If you return only part of an order and keep one or more items, the original delivery costs will not normally be refunded.

Your bank or payment provider may require additional processing time before the refund appears in your account.

PURCHASES MADE IN OUR PHYSICAL STORE

The statutory 14-day cooling-off period applies to purchases concluded online. It also applies when an online order is collected from our store, provided the purchase agreement was concluded online.

Purchases made entirely in our physical store are not automatically covered by the statutory cooling-off period. Please contact us if you have a question about returning an in-store purchase. Your statutory rights concerning defective or non-conforming products always remain applicable.

CONTACT

For returns or questions about this policy, contact:

De Nieuwe Markt
Operated by De Ploeg Retail B.V.
Oude Kijk in ’t Jatstraat 43
9712 EC Groningen
The Netherlands
Email: info@denieuwemarkt.com

MODEL WITHDRAWAL FORM

Complete and return this form only if you wish to withdraw from your online purchase. You may send it by email to info@denieuwemarkt.com.

To:

De Ploeg Retail B.V., trading as De Nieuwe Markt
Oude Kijk in ’t Jatstraat 43
9712 EC Groningen
The Netherlands
Email: info@denieuwemarkt.com

I hereby give notice that I withdraw from my contract for the purchase of the following goods:

Product(s):

Order number:

Ordered on:

Received on:

Customer name:

Customer address:

Date:

Signature, only when submitting this form on paper.