Returns & Refunds Policy
RETURNS & REFUNDS POLICY
Last updated: September 26, 2022
Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund only. Please see below for more information on our return policy.
We understand that you may wish to cancel your order for reasons beyond your control. In this regard, we accept order cancellations before product processing. If the order is canceled, you will get a full refund.
Unfortunately, if the product has already been shipped out, we will be unable to cancel the order.
Please request a cancellation within 24 hours of purchase.
FOR DEFECTIVE PRODUCTS
please email [email protected] for better advice. If your item meets any of the conditions below, don't hesitate to contact us as soon as you receive the item.
- We will refund or reship your order for free if the product itself is defective.
- Design errors: design errors compared to the information provided on our website
- The following product information does not match the order: type, size, color…
- We support refunds for defective product(s), but the customer is responsible for the product's shipping cost.
Customers can apply for a return or exchange within 30 days after receiving the product(s). Refunds will be made by the same method you used to pay.
Please note items marked "Final Sale" cannot be returned/exchanged.
We exclude sale and promotional items and remain subject to our standard returns/exchange policy.
Holidays Return Window Extension
Apply to orders on these dates:
Nov 1 - Dec 31, 2022 EST
We understand that you may not be able to schedule a return due to a local holiday. In such cases, NEEWHO will be flexible in accepting late returns: the period in which returns can be requested will be extended to 60 calendar days after receipt of the order.
- All items must be returned in their original selling condition, without having been worn, washed, or altered, and with all their tags still attached.
- All items must be returned with their original boxes.
- All items must be returned in one package.
- Return/Exchange shipments must be made using the same service as the original delivery.
- We can only accept returns/exchanges from the country to which an order was shipped initially; for example, orders delivered to the US must be returned from the US
- Customized items cannot be returned.
- Unfortunately, the return/exchange is not free of charge (import and shipping fees will be charged at your own expense).
- For hygiene reasons, underwear briefs, certain jewelry, make-up, and skincare products cannot be returned. Swimwear briefs and swimsuits can only be returned if the sanitary liner strip is intact.
- Naturally, any faulty items can be returned or exchanged.
If the goods are still in transit and you change your mind. Please comply with all the above conditions before you can return the goods.
We reserve the right not to accept any return/exchange if the product shows signs of wear or has been used or altered from its original condition.
You will be informed if we propose to reject your refund/exchange, you may choose to have the product sent back to you at your own expense.
HOW TO RETURN AN ITEM OR AN ENTIRE ORDER?
Step 1: Please get in touch with our Customer service team to start the return process with the following information:
- Order number
- Proof of purchase
- Video or photo of the faulty product
Step 2: Insert your receipt and the items into the original packaging.
Step 3: Fill out all three copies of the Returns Pro-Forma Invoice Form. Insert all copies in the transparent envelope and attach them to the package without closing. These documents are required for customs, so please complete all three copies.
Step 4: Turn the package over to the courier; after the courier has checked the return shipment, please close the package securely.
In case of a return, your refund will be credited to the original payment method. Neewho will not refund shipping costs in case of returns.
Once your package reaches us, please allow 7 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you at your own expense. When your return has been accepted, your refund will be issued, and you will receive a confirmation email.
Note: We do not charge any restocking fees.
- Stolen when the carrier confirms delivered
- If 30 days have passed once your order has been delivered, unfortunately, we can't offer you a replacement or refund.
- Orders are delayed due to weather and disease.
- Customized items cannot be returned.
- If the customers order the wrong size, style, or option, they will not be supported for exchange or refund after 24 hours from placing the order. Don't hesitate to contact us via email to get the best support.
- We do not offer refunds or exchanges on products purchased during a sale or promotion.
Please keep in mind that purchasing means accepting all the terms mentioned above.
Please contact us before the refund process, and we will proceed according to the situation. Our customer service will provide the return address. Any return or exchange will be processed once our customer service center has received it.
We’re available to support you via
Email: [email protected]
We strive to respond to your questions within 12 hours.
Customer service chat hours:
Monday - Friday: 9:30am - 20:30pm EST