Refund Policy

Order Cancellation, Return & Refund Policy

At our store, we value transparency and fairness. Please review the following policy carefully before placing an order.

1. Order Changes & Cancellation

  • Orders may only be canceled before shipment is initiated.

  • Any cancellation or modification request must be submitted within 12 hours after payment confirmation.

  • Once an order has entered fulfillment or shipping, it can no longer be canceled.

  • Approved cancellations may incur a processing deduction of 6.9% + $1 to cover transaction and administrative fees.

2. Return Eligibility

  • Return requests must be submitted within 30 days of purchase or 14 days after delivery, whichever occurs later.

  • Returned items must be unused, in resalable condition, and include all original packaging and accessories.

  • Return shipping costs are the customer’s responsibility unless the return results from a defect, damage, or fulfillment error.

Return authorization must be obtained by contacting:
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3. Refund Conditions

Refunds may be approved under the following circumstances:

  • Items received are damaged, defective, or incorrect

  • Orders fail to arrive within the promised delivery timeframe

Supporting evidence (such as photos, videos, and order details) may be required.
Refunds are issued only after returned items pass inspection.

4. Replacements & Exchanges

  • Items confirmed lost or undelivered due to carrier error will be replaced at no extra charge.

  • Replacements caused by customer-provided address errors will be at the customer’s expense.

5. Non-Returnable Situations

Refunds or returns will not be accepted for:

  • Orders delayed due to customer error or unresponsiveness

  • Products currently in transit

  • Pre-order or customized items (unless faulty)

  • Unauthorized returns

  • Packages confirmed delivered but later lost or stolen

  • Issues caused by customs clearance, natural disasters, or force majeure

6. Failed Deliveries

If delivery fails, we will attempt to contact you using the information provided at checkout.
Unclaimed or returned shipments due to inaccurate contact details are not eligible for compensation.

7. International Orders

International shipments may be subject to import taxes or customs fees based on local regulations.
Orders will not be canceled or refunded due to customs charges or refusal of delivery.

8. Support

For all policy-related inquiries, please contact our support team via:
service@newessentialsusa.shop