Refund Policy

At NEW ECOMMERCE LTD, we aim to provide a clear and fair returns process for our customers. Please review the policy below before placing an order.

By completing a purchase on our website, you agree to the refund and return terms stated in this policy.

1. Return Eligibility

Customers may request a return for eligible products within 30 days of delivery.

To qualify for a return, items must be:

  • Unused
  • In original condition
  • Returned with original packaging where possible
  • Free from damage caused after delivery

We reserve the right to refuse returns that do not meet these conditions.

2. Non-Returnable Items

We may not accept returns for:

  • Used or damaged items
  • Products returned without original components
  • Items damaged due to misuse or improper handling
  • Products returned outside the return window
  • Clearance or final sale items where clearly stated

3. Damaged, Incorrect or Faulty Orders

If your order arrives damaged, faulty or incorrect, please contact us within 7 days of delivery.

To help us review the issue quickly, please provide:

  • Your order number
  • Product name
  • Photos of the item and packaging
  • A brief explanation of the issue

After review, we may offer:

  • A replacement
  • A refund
  • A partial refund
  • Another suitable resolution where appropriate

4. Return Process

To request a return, please contact our support team before sending any items back.

Please include:

  • Full name
  • Order number
  • Product details
  • Reason for return

Return requests should be sent to:

Email: hello@newecommerce.store

If your return is approved, return instructions will be provided by email.

5. Refund Processing

Approved refunds will be issued to the original payment method used at checkout.

Refund Timeline

Once a returned item has been received and approved, refunds are normally processed within 3–7 business days.

Please note:

  • Banks and payment providers may require additional processing time
  • Depending on your payment provider, it may take up to 10 business days for the refunded amount to appear in your account

Customers will receive confirmation by email once the refund has been issued.

6. Shipping Costs

UK Orders

Original shipping charges are non-refundable unless:

  • The item is faulty
  • The wrong item was sent
  • The order was damaged during delivery

International Orders

International shipping fees, customs charges and import taxes are generally non-refundable.

Customers are responsible for:

  • Return shipping costs
  • Customs fees related to returned parcels where applicable

7. Refused Deliveries

If an order is refused by the customer or returned due to:

  • Unpaid customs charges
  • Incorrect address information
  • Failure to collect the parcel

we may deduct:

  • Original shipping costs
  • Return shipping fees
  • Customs or handling charges

from any eligible refund.

8. Cancellations

Orders may only be cancelled before dispatch.

If an order has already been processed or shipped, the standard return procedure will apply instead.

9. Chargebacks & Payment Disputes

Customers are encouraged to contact us directly before opening a payment dispute or chargeback.

We are committed to resolving genuine order issues fairly and efficiently through our customer support team.

False or abusive chargeback claims may be challenged with supporting delivery and order documentation.

10. Contact Information

If you have any questions about returns or refunds, please contact us:

NEW ECOMMERCE LTD
44 Rayleigh Road, Wolverhampton, England, WV3 0AP
Phone: +44 7621055499
Email: hello@newecommerce.store