Refund policy

Refund, Resend and Returns Policy

New Era offers a quicker dispute solution and will appreciate it a lot if you provide:

a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.

b. Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).

c. The products need to be returned to New Era if our Dispute Team asks for a return in Disputes.

Except for the important interpretation, New Era will make a refund, resend, or accept the return for any of the following cases:

 

1. Orders Delayed.

Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from the warehouse. Following countries and shipping methods may be different:

a. For orders shipped to the USA, it will be counted 45 days after orders departed from the warehouse.

b. For Brazil, it is after 110 days counting from the date that order departed from the warehouse due to the strict customs clearance at Brazil.

c. For some special shipping methods, New Era cannot deal with your disputes. (See the following important interpretation)

Notes:

Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.

 

2. Orders not Received.

New Era will not deal with the refund or resend if the tracking information shows the order is delivered.

a. If clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.

b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:

a) Incorrect/insufficient address.

b) No such number.

c) Unknown recipient.

d) Refused.

e) Do not pick up in time.

f) No safe delivery location.

g) Uncleared customs.

h) Others.

Notes:

The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, the clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, New Era takes no responsibility if products have been lost.

 

3. Products Damaged.

New Era offers a full refund or a replacement if packages arrived are badly damaged.

New Era offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).

Notes:

a. For fragile products, a refund is highly recommended.

b. For damaged packing boxes, New Era cannot offer any refunds or other after-sale services due to the long-distant international delivery.

c. For ordinary, electronic products, clients shall complain or open a dispute to you within 30 days after packages are delivered.

 

4. Incorrect or Missing Products.

New Era will deal with incorrect or missing products as follows:

a. For incorrect products, New Era offers a full refund or replacement.

b. For products with wrong color, size which doesn't affect product function, etc., New Era offers a refund or resend if you provide a screenshot of your clients' complaint including name, content and date.

c. For parts missing which doesn’t affect product function, New Era may refund partially or resend the missing part; for parts missing which affect product function, New Era will resend the product only.

d. For accessories, New Era will resend the accessories.

5. Orders Cancellation.

For orders cancellation, New Era offers a full refund before products are processed by warehouses.