Refund & Returns Policy

Last updated: 2 July 2026

At NG Organisers, we want you to be completely satisfied with your purchase. If you are not happy with your order, this policy explains your rights and how returns and refunds are handled.

1. Right of Withdrawal (EU Customers)

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 without giving any reason.

The withdrawal period expires 14 days after the day you (or a third party nominated by you, other than the carrier) receive the goods.

To exercise your right of withdrawal, you must notify us before the 14-day period expires by contacting us at:

Email: [Insert your email address]

You may use the EU standard withdrawal form, but this is not mandatory.

2. Returning Your Order

After notifying us of your decision to withdraw, you must return the goods within 14 days.

Returned items must:

• Be unused and in their original condition.
• Be returned with all original packaging where reasonably possible.
• Include all supplied parts and accessories.

You are responsible for the direct cost of returning the goods unless the item is faulty, damaged, or incorrect.

We recommend using a tracked shipping service, as you remain responsible for the goods until they reach us.

3. Refunds

Once we receive and inspect your returned items, we will process your refund without undue delay and no later than 14 days after receiving the returned goods or receiving proof that they have been shipped back to us, whichever comes first.

Refunds will be made using the same payment method used for the original purchase unless otherwise agreed.

Where applicable, we will also refund the original standard delivery charge. Additional delivery costs arising from selecting premium shipping options are not refundable.

4. Damaged, Defective or Incorrect Items

If your order arrives:

• damaged,
• defective,
• or you receive the wrong item,

please contact us within 7 days of delivery and include:

• your order number,
• a description of the issue,
• and photographs where possible.

Where a product is confirmed to be faulty or supplied in error, we will provide an appropriate solution, which may include:

• a replacement,
• repair,
• or a full refund.

We will also reimburse any reasonable return shipping costs for faulty or incorrect items.

5. Custom and Personalised Products

Many NG Organisers products are manufactured specifically to your chosen configuration, dimensions or specifications.

In accordance with Article 16 of the EU Consumer Rights Directive, the 14-day right of withdrawal does not apply to goods that are made to the consumer's specifications or are clearly personalised.

This includes products manufactured specifically according to configurations selected using our online configurator where the resulting product is produced exclusively for your order.

If your custom-made product is faulty or does not conform to your order, your statutory consumer rights remain fully applicable.

6. Non-Returnable Items

The following items cannot be returned unless faulty:

• Custom-made or personalised products.
• Products damaged due to misuse, improper installation or normal wear and tear.
• Items returned in a condition that significantly reduces their value beyond what is necessary to inspect them.

7. Exchanges

We currently do not offer direct exchanges.

If you require a different product, please return the eligible item for a refund (where applicable) and place a new order.

8. Your Statutory Rights

Nothing in this policy limits or excludes any rights you have under applicable consumer protection laws.

9. Contact Us

For any questions regarding returns or refunds, please contact:

NG Organisers

Email: info@ngorganisers.com

Website: https://ngorganisers.com