Returns, exchanges and refunds
This policy explains how to cancel a direct purchase, use a cooling-off right and request a remedy for an incorrect, damaged, faulty or misdescribed product.
Updated 29 October 2026
1. New Express supports you
For products sold and paid for on New Express, send cancellation, exchange, return and refund requests directly to us. Even if an external supplier dispatched the item, you will not be required to negotiate the remedy with them.
Affiliate offers are different: when the order and payment take place on a partner website, its returns process applies, without limiting any mandatory rights you have against that seller.
2. Cancellation before dispatch
If you want to cancel, contact us as soon as possible. If the order has not been dispatched, we will request that it be stopped and fully refunded to the original payment method.
If dispatch has already occurred, cancellation will normally be handled as a return or cooling-off request after delivery, unless the law or carrier allows another safe solution.
3. Cooling off or changing your mind
For direct purchases, New Express offers 14 calendar days from receipt to tell us that you wish to return an item without giving a reason. This voluntary window covers the seven-day statutory period for Brazilian online purchases and the general 14-day distance-selling period in the European Union and United Kingdom.
If the law where you live gives you a longer period or a more favourable remedy, the more protective rule applies. Statutory exceptions for particular goods remain valid where relevant and disclosed before purchase.
4. Incorrect, damaged, faulty or misdescribed items
If an item is incorrect, incomplete, damaged, faulty or materially different from its description, tell us as soon as reasonably possible. Prompt notice helps preserve evidence but does not reduce any mandatory guarantee or limitation period.
We may ask for photographs, a short video, shipping label, packaging or a simple test appropriate to the product. We will not ask for unnecessary evidence or make contacting the supplier a condition of support.
5. Condition of a returned item
For a change-of-mind return, you may inspect and try the product as you would in a shop, but should avoid use beyond what is needed to establish its nature, characteristics and operation. Where reasonably possible, include accessories, manuals, gifts and packaging.
Excessive use or damage caused after delivery may justify a proportionate reduction only where the law permits. This does not apply to a fault, transit damage, incorrect item or another problem for which the seller is responsible.
6. Exceptions allowed by law
Depending on local law, a no-reason return may not cover clearly personalised or perishable goods, or sealed health or hygiene goods once unsealed, among other statutory exceptions. Any relevant exception will be shown before payment.
An exception to the cooling-off right does not remove remedies for faults, damage, lack of conformity or goods that differ from their description.
7. Return instructions and address
After receiving your request, we will send instructions and, where needed, an authorisation or label. The return address may differ from the address printed on the parcel. Do not send the item directly to a supplier, carrier or any other address without our confirmation.
Depending on the item and location, we may use a drop-off point, a stated return address, collection, a refund without return for a low-value item or another lawful process. Keep proof of posting until the case is closed.
8. Return costs
New Express will cover a reasonable return method for an incorrect, damaged, faulty or misdescribed product and whenever the law requires us to do so. We will not reimburse an expensive service booked without approval where a suitable option was available.
For a simple change of mind, direct return costs may be the customer's responsibility only where local law allows and this condition was disclosed. Statutory Brazilian cooling-off rights will include the required full refund, including original delivery charges.
9. Remedy, exchange and refund
Depending on the circumstances and applicable law, the remedy may be repair, replacement shipment, exchange, price reduction or refund. An exchange is subject to stock; if it is unavailable or would cause unreasonable delay, we will offer the appropriate alternative.
Refunds are issued to the original payment method. Store credit or a voucher replaces money only if you expressly choose it. Where lawful, we may wait for the returned item or proof of posting; once issued, the time to appear depends on PayPal, your bank, card issuer or other provider.
10. Original delivery and partial refunds
Where a statutory withdrawal requires the standard original delivery charge to be refunded, it will be included. An additional amount chosen for express or premium delivery may be excluded beyond the cost of standard delivery where the law permits.
We do not charge a restocking fee for a statutory withdrawal or a product problem. Any partial refund will be explained and used only with your agreement or where it is an expressly permitted proportionate remedy.
How to start a request
Email us below with the order number, item and reason. For damage, faults or discrepancies, photographs of the parcel, label and product can help us resolve the matter faster. Wait for our instructions before returning anything.
New Express · admnew@newexpress.shop