New2U Refund Policy
At New2U, we’re confident that you’ll love your purchase. However, we understand that sometimes things may not be quite right. Please review our refund policy below.
1. Eligibility for Refunds
- New Products: We accept returns of any new products for any reason (excluding swimwear, underwear, intimates, jewellery, beauty products, gift cards, and mystery bags, which are non-refundable).
- Pre-Loved Items: Refunds for pre-loved items are only available if the item is faulty or has been misrepresented in its description. We provide detailed descriptions and images of each item, highlighting any faults. Items that do not fit or do not suit can only be returned for a credit note.
2. Damages and Issues
- Please inspect your order upon receipt. If an item is defective, damaged, or if you receive the wrong item, contact us immediately at admin@new2u.org.uk so we can evaluate the issue and make it right.
- Refunds or store credit will be issued minus any discounts, offers, or postage costs.
3. Return Process
To initiate a return, follow these steps:
- Request a Return: You have 14 days after receiving your item to request a return. Email us at admin@new2u.org.uk, stating the item(s) you wish to return and the reason. Ensure your order number is marked clearly on the outer package.
- Return the Parcel: You have 14 days from your return request to send the item back to the address we provide. You are responsible for the item until it reaches us, so we recommend using an insured/signed-for service. Return shipping costs are not covered by New2U.
- Processing Your Return: Once we receive, inspect, and process your return, we will email you with details of your credit note or confirmation of your refund if applicable. Credit notes are issued as a voucher code, valid for 6 months, and can be used to purchase anything from New2U.
4. Return Conditions
- New2U reserves the right to refuse refunds for items that have been obviously worn or damaged, or if they are returned outside of the stated return period. Items must be received back within the specified timeframe, along with your unique order number. Failure to comply may result in the return not being processed.
- Items purchased from the Sale section or at a marked-down price are non-returnable.
5. Contact Us
If you have any further questions regarding returns, feel free to contact us at admin@new2u.org.uk. We’re here to help!
Thank you for choosing New2U.
With Thanks and Love,
The New2U Team