Returns and Refunds
Can I return items and get a refund?
We pride ourselves on our high quality products, however if you’re unsatisfied with your purchase we’ll gladly issue a refund within 60 days of purchase for the month of November and December. We’ll even cover the return shipping costs for you!
Eligibility conditions for returns
To be eligible for a return, please make sure your items are returned unused and in the same condition that you received them. This means items must have all New Era tags and stickers still attached and must be in the original packaging. Returns that do not meet our eligibility criteria will not be accepted and will be sent back to your original shipping address. Any sale items are not eligible for return and refund.
When will I get my refund?
When your returned goods arrive to us safely, they are reviewed and approved or declined by our team based on the eligibility conditions above. We’ll confirm that we have received your returned goods and the status of your refund by email. Your order will be refunded within 3-4 business days to the original payment method you used to make your purchase.
How do I return my order?
You can initiate the returns processing by entering your order number and post-code here, or by clicking into the order within your order history and following the steps to create your return.
Just so you know... once you process a return, the return label will only be available to download and print for 24 hours. If you need any support when creating a return label, please contact us. We will notify you once your returned items are received. The details will also be displayed in the 'Return History' area of your 'My Account' section so you can track your return status.
Can I exchange an item?
We can’t guarantee that item you wish to receive will be available. Instead we recommend you simply return the item you wish to exchange, and place a new order for the replacement item on our website to be sure that we have it in stock.
I think my item is faulty
Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or as described. Please note that items which are damaged as a result of normal wear and tear; by accident; or through any misuse will not be considered faulty. If your item is faulty when you receive it, you can return it for a refund within 30 days from the date you received it.
Can I return items that were on sale?
Unfortunately all sale items and promotional stock items can not be returned, refunded or exchanged.
Do you accept returns from your stockists?
We don’t accept returns from our stockists. If you have made a purchase from one of our stockists, please contact them directly to arrange a return.
Can I talk to someone about my return?
Of course. If you have any other questions on the product you are returning and if it is applicable for a refund, please contact our customer support team via email CS.Australia@neweracap.com. We’re available between 9am to 5pm AEST Monday to Friday.