Returns & Refunds Policy | Unnew
At Unnew, we want you to be completely happy with your purchase. If something isn’t right, we’re here to help make it right.
Quick Summary: You have 30 days from the date of delivery to return most items. Items must be unused, in original packaging, and with tags attached. Refunds are processed to your original payment method within 7–14 business days after we receive and inspect your return.
1. Return Window
You have 30 days from the date your order was delivered to request a return. After 30 days, we cannot accept returns unless the item is defective or damaged.
2. Eligible Items
To be eligible for a return, your item must meet all of the following conditions:
- Unused, unworn, and in the same condition you received it
- Still has all original tags and labels attached
- Returned in the original packaging
- Accompanied by proof of purchase (order number or receipt)
3. Non-Returnable Items
The following items cannot be returned or refunded:
- Sale or clearance items marked as “Final Sale”
- Gift cards and store credit vouchers
- Personalised or custom-made items
- Perishable goods (food, beverages, etc.)
- Items that have been worn, washed, or altered
- Items missing original packaging or tags
4. Damaged or Defective Items
If you receive an item that is damaged, defective, or incorrect, please contact us within 5 days of delivery. We will arrange a free return and full refund or replacement at no extra cost to you.
Please include photos of the damaged item and packaging when you contact us — this helps us process your claim faster.
5. How to Start a Return
Follow these simple steps to return your item:
- Contact us via email or the form below with your order number and the items you wish to return.
- We will review your request and send you a return authorisation and shipping instructions.
- Pack the item securely in its original packaging with all tags attached.
- Ship the package back to us using the provided return label or your preferred courier.
- Once we receive and inspect your return, we will notify you and process your refund.
6. Return Shipping
Customer-changed mind: The customer is responsible for return shipping costs. The cost will be deducted from your refund.
Defective or incorrect item: We cover all return shipping costs. A prepaid return label will be provided.
7. Refunds
Once your return is received and inspected, we will send you an email to confirm whether your refund has been approved or rejected.
If approved, your refund will be processed to your original payment method within 7 to 14 business days. Please note that your bank or credit card provider may take additional time to post the refund to your account.
Original shipping costs are non-refundable unless the return is due to our error (damaged, defective, or incorrect item).
8. Exchanges
We offer exchanges for different sizes or colours, subject to stock availability. To request an exchange, follow the same return process above and specify the replacement item you would like.
If the requested item is out of stock, we will issue a full refund to your original payment method instead.
9. Store Credit
If you prefer, you may choose to receive your refund as store credit instead of a refund to your original payment method. Store credit is issued immediately once your return is approved and never expires.
10. Processing Time
Return inspection: 3–5 business days after we receive your package.
Refund to your account: 7–14 business days after approval (depending on your bank).
Need Help With a Return?
If you have any questions about our returns policy or need assistance with a return, reach out to us. We’re here to help.
