Refund and Returns Policy

Last updated: June 11, 2025

At Newxeun, we understand that buying clothing online doesn’t always go perfectly. Maybe the fit isn’t right. Maybe the item wasn’t quite what you expected. Whatever the case, we’ve created a simple and fair return policy to support you—whether you’re shopping from the United States or Tanzania. Please read the policy below carefully to understand the return and refund process specific to our products.

Policy Overview

2. General Conditions for Returns

To qualify for a return, the item must meet all of the following conditions:

• The return request must be submitted within 45 calendar days from the day you received the order, based on the tracking confirmation.

• The item must be in new condition, meaning it has not been worn, washed, or damaged in any way.

• All original tags, labels, and packaging must still be attached or included.

• The item must not carry any strong or lingering odors (e.g., perfume, body spray, smoke).

• You must provide a valid order number or proof of purchase to initiate the return process.

If your item shows visible signs of wear—such as deodorant stains, stretched fabric, fading, or damage due to improper handling—it will not be eligible for return, unless the issue was caused by our error or a manufacturing defect. We reserve the right to refuse returns that do not meet the above criteria.

3. Return Eligibility by Reason

A. Returns Due to Our Error (Defective, Damaged, or Incorrect Items)

You may return your item at no cost if any of the following apply:

• The product arrived damaged in transit (e.g., torn fabric, broken zipper, split seams).

• There is a manufacturing defect (e.g., uneven stitching, misalignment, faulty printing).

• You received the wrong item, color, or size than what you ordered.

In such cases:

• We will provide a prepaid return shipping label.

• You may request a replacement (if available), or opt for a full refund including the original shipping fee.

• You must notify us within 3 business days of delivery for damages or incorrect items.

B. Customer-Initiated Returns (Size Issues, Personal Preference)

If you simply changed your mind, ordered the wrong size, or found that the item doesn’t suit your preferences, you may still return it under the following conditions:

• You are responsible for all return shipping costs.

• The original shipping fee you paid at checkout will not be refunded.

• We highly recommend using a tracked courier to ensure safe return delivery.

• The item must arrive back in unused and acceptable condition to be approved for refund.

After we receive and inspect the item, we will refund the item price only, excluding the initial shipping cost.

4. Items That Cannot Be Returned

Certain items are non-returnable, unless they arrive damaged or defective:

• Final Sale items that are clearly marked as such on the product page.

• Gift cards, discount vouchers, or store credit.

• Customized or personalized products, including items with custom prints or embroidery.

We do not accept returns of items that fall into the above categories, unless the issue is due to our error or a production defect.

5. How to Start a Return

If you would like to request a return, please follow these steps:

Step 1 – Contact Us
Send an email to [email protected] within 45 days of receiving your order. Include:

• Your full name and order number.

• The reason for your return.

• If applicable, attach photos of the item showing the defect, damage, or incorrect product.

Step 2 – Receive Return Instructions
Our customer support team will review your request within 1 to 2 business days. If your return is approved:

• We will provide detailed instructions for sending the item back.

• If the return is due to our fault, you will receive a prepaid return label via email.

Step 3 – Pack and Ship the Product
Use secure packaging (preferably the original box) to prevent damage in transit. Include a note with your order number inside the package.
Ship your return to: Newxeun – Returns Department 630 S Pine River St, Ithaca, MI 48847, United States. You are responsible for the item until it reaches us, so please keep a copy of the return tracking number.

6. Refund Timeline & Method

We are committed to processing refunds quickly and transparently. Once we receive your return:

• We will inspect the item and initiate the refund within 10 business days.

• The refund will be issued to the original payment method used at checkout (e.g., PayPal, credit/debit card).

• All refunds are processed in U.S. Dollars (USD), even for international orders.

• You will receive a confirmation email once your refund has been processed on our end.

Please note that your bank or credit card provider may require 3 to 7 additional business days to post the funds to your account. This delay is outside of our control.

7. No Restocking Fees

We do not charge any restocking fees for returned items, regardless of the reason for the return. What you see is what you get—no surprise fees.

8. Processing & Shipping Timelines

We strive to ship orders as quickly and efficiently as possible. Below are the standard timelines:

• Order Processing: 1–2 business days
  (Monday to Friday, excluding U.S. public holidays)

• Shipping Time (United States): 4–6 business days
  via USPS, UPS, or FedEx

• Shipping Time (Tanzania): 9–13 business days
  via DHL, UPS, or FedEx, depending on availability and region

• Order Cut-off Time: 2:00 PM (EST)
  Orders placed before this time will be processed the same business day. Orders placed after will be processed the next business day.

For more detailed shipping terms, see our Shipping Policy.

9. Questions or Support

If you need help with your return, refund, or anything else related to your order, don’t hesitate to contact us:

• Address: 630 S Pine River St, Ithaca, MI 48847, United States

• Email: [email protected]

• Phone: +1 (989) 464-4030

• Form: Contact Us

• Support Hours: Mon–Sun: 8:00 AM-5:00 PM EST