Returns and exchanges
How to request cancellation, return, exchange or after-sales support.
Updated 9 September 2026
Purchases completed with New Express
Requests for products sold and paid for on New Express should be opened through our support channel. We will assess them under this policy and any mandatory consumer guarantees or rights that apply where you live.
Product condition
Except for faults, damage or an incorrect item, returns should have no use beyond reasonable inspection and should include the accessories and components received. Wait for return instructions before sending anything.
Exchange or refund
Once a request is accepted and any required return or evidence is received, the remedy may be an exchange, credit or refund through an available method. The time for funds to appear also depends on the payment provider.
Affiliate products
Where a page sends you to a partner website, the order and payment are completed outside New Express. Cancellations, returns, warranties and refunds are then handled under the terms and support process of the partner you purchased from.
Start a request
Contact the team with your order number, item and reason. Where relevant, include photos that help us understand the issue.
New Express · adm@newexpress.shop