Refund policy
RETURNS
FOR ALL REFUNDS, PLEASE CONTACT OUR SUPPORT TEAM- support@bynewlife.com
ALL RETURNS FOR UNWANTED ORDERS MUST BE APPROVED BY OUR SUPPORT TEAM.
Cancelled orders:-
If you place an order but wish to cancel before it is shipped we have a 6 hour cancellation policy. Please contact our SUPPORT team at support@bynewlife.com and let us know that you wish to cancel.
Your order will be refunded by the customer support staff and you will receive your money into your payment account in the following 3-5 working days. Please note, some payment methods/financial institutions can take longer to process a refund.
If you are concerned, contact customer support and we will send you proof of refund from our shop.
ONCE AN ORDER HAS BEEN SHIPPED, WE REGRET TO INFORM YOU THAT WE CANNOT CANCEL THE PURCHASE. PLEASE ALLOW THE DELIVERY AND THEN CONTACT OUR SUPPORT TEAM.
365 DAY MONEY BACK GUARANTEE:-
We have a 365 day money back guarantee for all products on the Newlife website store. This is because we are confident that our products will provide the customer with pain relief.
Unwanted goods must be returned to our UK warehouse.
Please retain your proof of return posting just incase your parcel gets lost during transit.
Please include your full name, address and order number with your return parcel. Return parcels that cannot be identified upon arrival will be kept for 14 days, after which they will be disposed of and no refund given.
Return shipping costs for unwanted items are non refundable.
If anything isn't clear or you ever need help please reach out to our support team: support@bynewlife.com
Damaged goods/missing items
Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item/size, so that we can evaluate the issue and make it right. Defective goods will not be accepted at our returns warehouse unless defects have been reported prior to return.
Please let us know if you did not receive all of your items ordered. Sometimes, in the case of larger orders, there will be more than 1 parcel. We will check with our warehouse team and also check the weight of the parcel that you have received.
If your item is faulty or damaged we will refund you the amount paid back onto your chosen method of payment.
Please provide clear photographic evidence/video.
Exchanges
The fastest way to get the return you want is to reach out to us support@bynewlife.com and include 'EXCHANGE' in the email title, our team can then advise on stock availability and get a replacement sent out ASAP.
Refunds
We will notify you once we’ve received and inspected your return. When approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund, but usually this is within 3 -5 working days.
Please note, we cannot issue refunds whilst your order is out for delivery. If you would like a refund, please return your order when it arrives by following our return instructions.
Please note, orders that are in the shipping system cannot be cancelled. Please allow the delivery to take place and then return the goods to our returns address. If a customer does not accept the delivery, the parcel will be disposed of by the courier and we will not be able to make a refund. Please contact our support team to initiate a refund.
Parcels that are returned to sender/not picked up by the customer if the courier has been unable to deliver
Due to global increase in shipping charges we are unable to re- deliver parcels in the below situation:-
1. Customer has input the wrong address when making the purchase and the parcel tracks as being "returned to sender"... this parcel is destroyed as the shipping companies will not bear the cost of returning parcels to the UK or China
2. Customer has not been in to receive the order and the courier has left a card requesting that the customer picks up their parcel. This parcel will be taken back to the local collection office and it is the customer's responsibility to go and collect their order. The collection office will only hold a parcel for a grace period. After that, it will track as "returned to sender", but again, the postal system will not bear the cost of shipping back overseas and will destroy.
Stolen/lost parcels are eligible for a maximum gift card of £50.
To make a claim of a stolen/lost parcel, the local post office/last mile courier must confirm that they have not received the parcel tracking number in their system.
Shipping
Please refer to our Shipping Policy for the full Shipping details.
If your parcel has not arrived within 30 working days since being dispatched you are entitled to a full refund.
We offer Priority Processing as an upgrade option to the Standard Processing.
Orders with a Priority are given speedy service to the front of the queue for shipment.
