Refund policy

Return and Refund Policy

Last Updated: November 10, 2026

At Newera, customer satisfaction is important to us. We want you to feel confident when shopping with us. Please review our Return and Refund Policy below before making a purchase.

1. Return Eligibility Period

We accept eligible return requests within 30 days of the delivery date.

To qualify for a return, you must contact us within this 30-day period. Returns requested after this period may not be accepted unless required by applicable consumer protection laws.

2. Return Conditions

To be eligible for a return, the purchased item must:

  • Be in good condition and in the same condition as received.

  • Be unused, unworn and undamaged.

  • Have all original tags, labels and accessories attached, where applicable.

  • Be returned in its original packaging, where possible.

Items showing signs of use, damage, alteration or excessive handling may not qualify for a refund and disposed at the warehouse and in case you need that item back there will be shipping vharges for that which customer must pay.

3. How to Start a Return

To initiate a return:

  1. Contact us at newera_official@outlook.com within 30 days of receiving your order.

  2. Provide your order number and the reason for the return.

  3. Our team will review your request and provide return instructions.

  4. Once your return is approved, carefully package the item and ship it according to the instructions provided.

Please do not send any items back without contacting us and receiving return instructions first.

4. Return Shipping Responsibility

Customers are responsible for the return shipping costs.

If an item is defective, damaged, incorrect or not as described, please contact us. We will review the issue and provide an appropriate resolution in accordance with applicable consumer protection laws.

Original shipping charges are generally non-refundable for change-of-mind returns, except where required by law.

5. Damaged, Defective or Incorrect Items

Please inspect your order immediately upon delivery.

If you receive a damaged, defective or incorrect item, contact us as soon as possible at newera_official@outlook.com.

Please include:

  • Your order number.

  • A description of the issue.

  • Clear photographs of the damaged, defective or incorrect item, where applicable.

We will review your concern and work towards an appropriate solution, which may include a replacement, exchange or refund, depending on the circumstances and applicable laws.

6. Non-Refundable and Non-Returnable Items

Certain products may not be eligible for return or refund, including:

  • Personal care, beauty and skincare products that have been opened or used, for hygiene and safety reasons.

  • Items marked as final sale or non-returnable at the time of purchase.

  • Gift cards and digital products, where applicable.

  • Products that have been used, damaged or altered after delivery by the customer.

Any non-returnable restrictions will be communicated on the relevant product listing or at the time of purchase.

These exclusions do not affect your statutory rights, including your rights regarding defective or incorrectly supplied products.

7. Exchanges

If you wish to exchange an item, please contact us before sending it back.

Exchanges are subject to product availability and approval. If an exchange is unavailable, we may offer another appropriate resolution in accordance with applicable law.

8. Refund Processing Time

Once we receive your returned item, it will be inspected to determine whether it meets our return conditions.

We will notify you by email regarding the approval or rejection of your refund.

If approved:

  • Refunds will be issued to your original payment method unless otherwise agreed.

  • Please allow approximately 5–10 business days for the refund to be processed by us after approval.

  • Your bank, credit card provider or payment processor may require additional time for the refund to appear in your account.

If you have not received your refund within a reasonable period after approval, please contact us.

9. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Cancellation requests can only be accommodated before the order has been processed or shipped. Once an order has been shipped, you may request a return in accordance with this policy and applicable law

11. Contact Us

If you have questions about returns, refunds, exchanges, damaged products or order cancellations, please contact us:

Email: newera_official@outlook.com

We appreciate your trust in Newera and thank you for shopping with us!