Return Policy & Refund Policy
Last updated [November 1, 2019]
RETURNING DAMAGED / DEFECTIVE ITEMS
In cases of damage or defect, the return process can often be expedited by providing a digital image of the damage or defect (along with a clear description of the problem) in an email to our customer support team. In many cases, action (in the form of replacement or refund) can be taken as soon as substantiation of the claim has been provided by the customer.
If the damage / defect cannot be verified over the phone or via email contact, the item may be required to return to ThisNew for inspection before a determination can be made as to the state of the product.
WHO COVERS THE RETURN SHIPPING COST
ThisNew will provide a prepaid return shipping label in cases where items have arrived in damaged condition or are confirmed by a ThisNew representative to be defective.
For all other cases, return shipping costs are the responsibility of the customer.
Under no circumstance does ThisNew reimburse for return shipping costs incurred by the customer. If a product is damaged or defective, the recipient must make arrangements with ThisNew support as to how the return should be handled prior to placing the items back in transit to ThisNew.
HOW TO RETURN AN ITEM
- You can contact customer service team to request a refund or exchange within 30 business days after you receive the products.
- Be sure to specify the reason for the return request in your message and indicate any preference for replacement (whether exchanging for an identical product or selecting an alternate style, size or color) or a refund.
- Once the topic is selected, you will be asked to select the product that you want to return.
WHAT THE RETURN PROCESS USUALLY ENTAILS
If you have requested a refund, be advised that returning funds usually take 7-21 days to appear in the account used to make the purchase (depending on the processing speed of the bank that issued the funds).
If you have requested an exchange in a different size or style, an email will be sent letting you know once the reprint has been initiated.
- Returning dark apparel items may only be swapped for a different dark apparel style of equal or lesser value.
- Returning light apparel items may only be swapped for a different light apparel style of equal or lesser value.
- Returning non-apparel items may only be swapped for a similar non-apparel item of equal or lesser value.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
If you have questions or comments about this Return Policy & Refund Policy, please contact us at: