Return & Refund Policy

Last updated [April 20, 2023]

ThisNew provides warranty and after-sales service for the products we shipped out. Please be aware of the important notice below:

1 Order details

Once you have paid for the order, it will be produced soonest possible. If you want to change certain parameters, Customer addresses, etc., please check whether such an option is available in your account. If you do want to modify or cancel your orders, please contact ThisNew Customer Service, we are not bound to fulfill your request but we will do our best on a case-by-case basis. 

2 Shipping address

Before ordering from us, it is the Customer's responsibility to check and verify the full ability to receive the Products. Correct address and postcode/zip code, telephone number are absolutely necessary to ensure the successful delivery of Products. All information required on the checkout page must be filled in precisely and accurately. ThisNew will not be responsible for failed delivery due to incorrect delivery address or phone number. Should you like to ask for a change in the delivery address or any other special requirements, please change it in your order account or contact ThisNew Customer Service.

3 Print files

ThisNew will try our best to produce the products according to customers’ design. So, it is customers’s responsibility to ensure the designs are qualified for production. When customers use the online design tool, the favor patterns and full-bleed images are necessary. Any space that isn't covered by your design will reflect the original fabric, that’s why patterns and full-bleed images usually turn out the best.

Please be aware that it is the customer’s responsibility to verify the quality of the content (including but not limited to misspelled words, grammatical errors, formatting, design or overall appearance) before ordering a product. This refund policy does not apply to content, only to the physical product. If the poor print quality is caused by the unqualified print files, ThisNew could not provide the after-service.

4 Actual product notice

This size data is measured on a flat tile surface. Due to the different measurement methods, a difference within 1-2cm is normal. And the picture displayed is for reference only, the final product effect is subjected to the actual product itself. Due to objective factors such as different production batches, machinery and equipment, there might be slight color, position and size differences. The above differences are normal.

5 Warranty period

If you received an unqualified product, please contact ThisNew customer service within 2 weeks of receipt. Tell us about the details and provide relevant pictures and proof.

If you received the parcel with missing item(s), please contact ThisNew customer service within 1 week of receipt. Tell us about the details and provide relevant pictures and proof.

ThisNew will provide the after-service according to your submission details.

6 Some After-service examples

If customers receive orders with no quality issues but want to refund because they don't want it, ThisNew reserves the right to reject it.

Note: ThisNew takes no responsibility for the loss, damage of goods, or late delivery, because of force majeure such as pandemic, earthquake, natural disaster, war, and country policy.

Due to pandemics, SHIPPING GUARANTEE POLICY does not suit regional areas, such as Africa, India, the Middle East, remote islands, and so on. 

7 Refund & Return Policy

Once customers requested for the after-service, ThisNew will process them according to the situation (customer’s submission details). Normally we could provide after-service according to description and pictures. Sometimes, we may need you to return the product as a condition for a replacement or other solution options. ThisNew charges no extra fee to issue a return, but you will have to bear the direct cost of returning the product, such as shipping costs including the customs fee. 

Once ThisNew confirmed the issues, we provide the following after-service for customer’s choice

1. Full Refund:

The amount will be paid back to customer's payment method. It might take 3-5 business days to refund orders paid with a credit card. For orders paid with PayPal & ThisNew balance, the processing time will be 1-2 business days.

2. Redelivery of the products:

Please note that the customized items will need to be remade, so the redelivery of an order will take another 3-7 business days before shipping out.

3. Compensation coupons/vouchers

Feel free to check with us if you have any questions: service@thisnew.com.

Office Hours: 9 pm-6 am Sunday - Thursday (EST)

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