Refund policy
Return & Refund Policy – The New One
At The New One, we stand behind the quality of our products and want you to feel confident every time you shop with us.
Returns
We accept returns within 7 days of receiving your order.
To be eligible for a return:
- The item must be unused, unworn, and in its original condition
- All original packaging must be intact
- Proof of purchase (order confirmation or receipt) is required
Items that do not meet these conditions may not be accepted.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned:
- Personal care products
- Opened or used items
- Final sale or discounted items
Damaged or Wrong Items
If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery.
Please include:
- Your order number
- Clear photos/videos of the issue
We will review and offer a replacement or full refund at no extra cost.
Refunds
Once your return is received and inspected, we will notify you of the approval status.
If approved:
- Refunds are processed within 3–7 business days
- Funds will be returned to your original payment method
Shipping Costs
- Customers are responsible for return shipping fees
- Original shipping fees are non-refundable
Order Cancellations
Orders can only be canceled within 12 hours of placing them.
After this, processing begins and cancellation may not be possible.
Late or Missing Refunds
If you haven’t received your refund:
- Check your bank account again
- Contact your bank or payment provider
If the issue persists, reach out to us and we’ll assist you.
Contact Us
For any return or refund inquiries, contact our support team: