Refund policy

REFUND POLICY

Last updated: October 16, 2025

Operator: New Castanets Shop

Contact for returns: info@newcastanets.com

Return address: Tomáš Valášek, Ohradní 30/903, 140 00 Prague 4, Czech Republic

 

1) What is covered by this policy

Our store offers:

  • Physical products – handcrafted castanets.
  • Digital products – the online course and monthly membership (access to the members’ area).

 

2) Voluntary 30-day return period

In addition to your statutory rights, we offer a voluntary 30-day period to return unused physical goods after delivery.

Conditions: the item must be unused, in its original packaging, complete (including all accessories), and accompanied by proof of purchase.

Note: This voluntary return period does not affect your legal rights under EU consumer protection laws (see section 4).

 

3) How to start a return

  1. Send us an email at info@newcastanets.com including your order number and the reason for return.
  2. Once the return is approved, we will send you instructions (and, if applicable, a return shipping label).
  3. Do not ship items back without prior agreement – we cannot accept such packages.

 

Return shipping costs:

  • If you return an item by your own decision, you cover the shipping cost.
  • If the return is due to our error (defective/damaged/incorrect item), we will cover the return shipping cost.

 

4) 14-day legal right of withdrawal (EU)

Customers within the European Union have the right to withdraw from the purchase within 14 days of receiving physical goods, without giving any reason.

Conditions: the product must be in a resalable condition (trying it as you would in a store is fine; excessive wear may reduce the refund amount).

Please follow the return process described in section 3.


Exceptions:

Withdrawal is not possible for custom-made or personalized products.

For our castanets, this exception applies only if they were made according to your individual specifications (color, engraving, etc.).

Standard “made-to-order” pairs without personalization can be returned.

 

5) Digital products (course, monthly membership)

  • Once access to the digital content is activated at your explicit request, you lose the 14-day withdrawal right (per Article 16 m of the EU Consumer Rights Directive / § 1837 l of the Czech Civil Code).
  • If you encounter a technical issue with access, please contact info@newcastanets.com – we will restore or repair your access.
  • We always strive to find a fair solution in individual cases.

 

6) Damage, defects, or incorrect delivery

Please inspect your package immediately upon delivery.

If it arrives damaged, defective, or incorrect:

  • Contact us within 48 hours at info@newcastanets.com,
  • Include photos of the packaging and product, and your order number.

Depending on the issue, we will offer a replacement, repair, missing part, or refund.

All castanets come with a 24-month legal warranty covering manufacturing defects.

 

7) Exchanges

If you wish to receive a different version quickly, we recommend returning the original item as described in section 3 and placing a new order.

 

8) Items that cannot be returned

  • Gift cards and vouchers
  • Digital content after access activation (see section 5)
  • Custom-made or personalized products (see section 4 – exceptions)

 

9) Refunds – when to expect them

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

Approved refunds are issued to your original payment method within 10 business days.

Banks or card issuers may require additional processing time.

If more than 15 days have passed since our confirmation and you have not received your refund, please contact info@newcastanets.com.

 

10) Questions

If you have any questions, please write to info@newcastanets.com – we’re happy to help with returns, exchanges, or product issues.