Terms of sale
Version dated 28 October 2026
Preamble — Seller identification
These Terms and Conditions of Sale (hereinafter the “Terms”) are provided by:
NEIWA, a French limited liability company (SARL) with a share capital of €70,020, registered with the Toulouse Trade and Companies Register under number 507 442 762.
Registered office: 7 rue Sainte-Ursule, 31000 Toulouse, France.
SIRET number: 507 442 762 00039
EU VAT identification number: FR16507442762
Telephone: +33 (0)5 62 88 36 62
Email: contact@neiwa.fr
Website: https://www.neiwa.fr
Article 1 — Purpose and scope
These Terms govern sales of products made through www.neiwa.fr between NEIWA and any individual acting as a consumer for purposes unrelated to their professional activity.
They specify, in particular, the conditions governing orders, payment, delivery, withdrawal, returns and applicable guarantees.
The applicable Terms are those in force when the order is confirmed.
Placing an order constitutes acceptance of these Terms, which the customer must have had the opportunity to read before entering into the contract.
Article 2 — Products
NEIWA offers clothing, footwear and fashion accessories for sale.
The essential characteristics of the products, including their descriptions, sizes, colours, composition where specified, and prices, are provided on the relevant product pages.
NEIWA takes care to present its products as accurately as possible.
Slight variations in colour appearance may occur depending on the screen used. Such variations do not deprive consumers of their rights if the product delivered does not match the characteristics agreed under the contract.
Product offers remain valid while displayed on the website, subject to stock availability.
Article 3 — Prices
Prices are displayed in euros, inclusive of all taxes, for orders delivered to France, unless clearly stated otherwise.
Any delivery charges are specified before the customer gives final confirmation of their order.
For international deliveries, any applicable taxes, customs duties and import charges are displayed or brought to the customer’s attention in accordance with the arrangements applicable to the destination.
NEIWA reserves the right to change its prices at any time. Products are invoiced at the prices displayed and accepted when the order is placed.
Article 4 — Orders
The customer selects the desired products and adds them to their basket.
Before confirming the order, the customer can check the products, quantities, prices, delivery charges and delivery details, and correct any errors.
The order is confirmed by clicking a confirmation button that explicitly indicates an obligation to pay.
The customer then receives an email summarising their order.
NEIWA may contact the customer in the event of an exceptional lack of availability, an obvious error or an objective difficulty preventing fulfilment of the order.
Any cancellation or amendment will be handled in accordance with the consumer’s statutory rights.
Article 5 — Product availability
Products are offered subject to stock availability.
Despite the stock monitoring systems in place, a product may exceptionally become unavailable after an order has been confirmed.
In this situation, NEIWA will inform the customer as soon as possible and offer an appropriate solution depending on the circumstances, including a refund for the unavailable product.
No replacement product will be imposed on the customer without their agreement.
Where a refund is due, the corresponding amounts will be reimbursed without undue delay, in accordance with applicable regulations.
Article 6 — Payment
Payment is made using one of the payment methods offered at checkout.
Depending on the methods enabled on the website, these may include bank cards or electronic payment services such as PayPal.
The total order amount is displayed before payment is confirmed.
Payments are processed by NEIWA’s payment service providers using their security systems.
Payment for the order is due in accordance with the arrangements displayed at checkout.
NEIWA retains ownership of the products sold until their price has been paid in full, without prejudice to the statutory rules governing the transfer of risk.
Article 7 — Delivery
7.1 Delivery areas and methods
NEIWA offers delivery within France and internationally, depending on the destinations available when the order is placed.
Carriers, delivery methods, charges and any free delivery thresholds are displayed during the ordering process.
The information displayed before payment forms part of the specific terms applicable to the order.
7.2 Preparation and delivery times
NEIWA aims to prepare and dispatch orders within an indicative period of three working days, subject to product availability and any particular circumstances.
The applicable delivery date or timeframe is communicated to the customer before the order is confirmed.
If no delivery date or timeframe has been specified or agreed, the statutory provisions requiring delivery within a maximum of thirty days apply.
In the event of a delivery delay, the customer retains the rights provided under the French Consumer Code, particularly regarding termination of the contract and reimbursement under the conditions prescribed by law.
7.3 In-store collection
Where this option is offered, the customer may select in-store collection.
The customer will be notified when their order is ready.
The collection address and arrangements are specified during the ordering process or in the collection notification.
7.4 Receipt and transport
The customer is encouraged to check the apparent condition of the parcel and products upon receipt and promptly report any issues to NEIWA.
Failing to report damage or other issues to the carrier upon delivery does not deprive the customer of their statutory rights.
Where the carrier was offered by NEIWA, the risk of loss or damage passes to the customer when they, or a third party designated by them other than the carrier, take physical possession of the goods.
If the customer independently chooses a carrier other than those offered by NEIWA, the specific statutory rules governing the transfer of risk apply.
Article 8 — Statutory right of withdrawal
8.1 Withdrawal period
In accordance with Articles L.221-18 et seq. of the French Consumer Code, customers acting as consumers have 14 days to exercise their right of withdrawal without having to give a reason.
This period begins when the product is received by the customer or a third party designated by them other than the carrier.
For an order containing several products delivered separately, the period begins upon receipt of the last product.
8.2 Exercising the right of withdrawal
To exercise the right of withdrawal, the customer must notify NEIWA of their decision by means of an unequivocal statement, including by email to contact@neiwa.fr, by post or using the model withdrawal form provided in the appendix.
The notification must be sent before the statutory withdrawal period expires.
The customer is not required to give a reason for their decision.
8.3 Returning products
After notifying NEIWA of their withdrawal, the customer has 14 days to send back the products concerned.
Products must be returned to the following address, subject to confirmation of the current returns address:
NEIWA — Returns Department
7 rue Sainte-Ursule
31000 Toulouse — France
The customer is responsible for the direct costs of returning products when exercising the right of withdrawal, unless otherwise stated or required by a specific legal obligation.
The customer may handle and try on the items to the extent necessary to establish their nature, characteristics and proper functioning, as they could reasonably do in a shop.
The customer may only be held liable for any diminished value resulting from handling beyond what is necessary for this assessment.
The absence of the original packaging or a label does not, in itself, remove the statutory right of withdrawal.
8.4 Refunds
Where the right of withdrawal has been validly exercised, NEIWA will refund the amounts received for the products concerned and, where required by applicable regulations, the corresponding standard delivery charges.
Any additional charges resulting from the customer’s choice of a delivery method more expensive than the standard method offered will not be refunded.
The refund will be issued no later than 14 days after NEIWA is informed of the customer’s decision to withdraw.
NEIWA may withhold the refund until it has received the goods or the customer has provided evidence that they have been sent back, whichever occurs first.
The refund will be issued using the same payment method used for the order, unless the customer expressly agrees to another method, without incurring additional charges.
8.5 Exceptions
The right of withdrawal does not apply to products covered by the exceptions set out in Article L.221-28 of the French Consumer Code, where the relevant statutory conditions are met.
These may include certain goods made to the consumer’s specifications or clearly personalised, as well as certain sealed goods that are unsuitable for return for health protection or hygiene reasons and have been unsealed after delivery.
These exceptions are interpreted strictly in accordance with the law.
Article 9 — Commercial returns and exchange policy
In addition to the statutory right of withdrawal, NEIWA offers, subject to confirmation of this commercial policy, the possibility of requesting a return or exchange within 15 days of receiving the order.
This additional commercial benefit applies to products that are unused, unwashed, undamaged and suitable for resale, with their accessories and labels where supplied.
For requests falling solely within this additional commercial benefit, the direct costs of returning products remain the customer’s responsibility, unless NEIWA agrees otherwise.
Exchanges are subject to product availability.
This commercial policy does not in any way limit the statutory 14-day right of withdrawal or the applicable statutory guarantees.
Article 10 — Statutory guarantees
Products sold by NEIWA benefit from the statutory guarantees provided under French law.
10.1 Statutory guarantee of conformity
In accordance with Articles L.217-3 et seq. of the French Consumer Code, NEIWA is liable for any lack of conformity of the goods sold, under the conditions prescribed by law.
Consumers have two years from delivery of the goods to invoke the statutory guarantee of conformity.
For new goods, any lack of conformity appearing during this period is presumed to have existed at the time of delivery, subject to statutory exceptions.
Consumers may request repair or replacement of the product under the conditions prescribed by law.
The goods must be brought into conformity free of charge to the consumer and within the statutory maximum period of 30 days following their request, subject to the applicable provisions.
In the circumstances provided by law, consumers may obtain a price reduction or termination of the contract.
The statutory guarantee of conformity applies independently of any commercial guarantee that may have been granted.
10.2 Guarantee against hidden defects
Consumers also benefit from the statutory guarantee against hidden defects provided under Articles 1641 et seq. of the French Civil Code.
Where the conditions for this guarantee are met, consumers may choose between cancellation of the sale and a price reduction, in accordance with Article 1644 of the French Civil Code.
Any claim must be brought under the conditions and within the time limits prescribed by law, including within two years of discovering the defect.
10.3 Claims procedure
For any request concerning a defective product, the customer may contact:
The customer is encouraged to provide their order number and a description of the problem, together with photographs where possible, to help us process the request.
Returns and refunds covered by statutory guarantees are handled in accordance with applicable regulations.
Article 11 — Customer service
For any questions regarding an order, delivery, return or complaint, the customer may contact NEIWA:
Email: contact@neiwa.fr
Address: 7 rue Sainte-Ursule, 31000 Toulouse, France
Telephone: +33 (0)5 62 88 36 62
NEIWA aims to respond to requests as promptly as possible.
Article 12 — Personal data
NEIWA processes the personal data necessary to manage orders, payments, deliveries, after-sales service and customer relations.
This processing is carried out in accordance with the GDPR and applicable French regulations.
Details of the processing, individuals’ rights and data recipients are set out in the Privacy Policy available on www.neiwa.fr.
For any requests concerning personal data, the customer may email contact@neiwa.fr.
Article 13 — Consumer mediation
If a problem arises, the customer is encouraged to first submit a written complaint to NEIWA at contact@neiwa.fr.
In accordance with Articles L.612-1 et seq. of the French Consumer Code, consumers may use a consumer mediation service free of charge to seek an amicable resolution to the dispute, under the conditions prescribed by applicable regulations.
Article 14 — Force majeure
NEIWA shall not be held liable for failure to perform, or delay in performing, its obligations where this results from an event constituting force majeure within the meaning of Article 1218 of the French Civil Code.
The consequences of such an event for the contract are governed by the applicable statutory provisions, without prejudice to consumers’ mandatory rights.
Article 15 — Applicable law and dispute resolution
These Terms are governed by French law, subject to any mandatory consumer protection provisions applicable to consumers residing in other countries.
In the event of a dispute, the parties may seek an amicable resolution.
If no resolution is reached, consumers retain the right to bring proceedings before the competent courts in accordance with applicable law.
Article 16 — Amendments to these Terms
NEIWA may amend these Terms to reflect, in particular, legislative, regulatory or commercial developments.
Amendments do not apply retrospectively to orders already concluded.
The Terms applicable to an order are those in force when it is confirmed.
Appendix — Model withdrawal form
Complete and submit this form only if you wish to withdraw from the contract.
To:
NEIWA
7 rue Sainte-Ursule
31000 Toulouse — France
Email: contact@neiwa.fr
I hereby give notice that I withdraw from the contract for the sale of the following goods:
Product(s) concerned:
....................................................
Order number:
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Ordered on:
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Received on:
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Consumer’s name:
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Consumer’s address:
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Date:
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Signature (only if this form is submitted on paper):
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