1. General Policy
We strive to ensure our customers are completely satisfied with their purchases. If, for any reason, you are not satisfied, our return and refund policy is designed to be straightforward and fair.
2. Eligibility for Returns
Timeframe: Items may be returned within 30 days from the date of purchase.
Condition: Products must be unused, unwashed, and in their original condition with all tags and packaging intact.
Proof of Purchase: A valid receipt or proof of purchase is required for all returns.
3. Non-Returnable Items
The following items are not eligible for return:
Final Sale Items: Products marked as Final Sale or Clearance
Used or Damaged Items: Products that have been used, altered, or damaged after delivery.
4. Return Process
Initiate Return: Contact our customer service team at newhorizonoutfitters@outlook.com to initiate a return.
Return Authorization: Upon approval, you will receive detailed instructions on how to return your item(s).
Packaging: Securely pack the item(s) in their original packaging.
Shipping: For domestic and international returns, customers are responsible for return shipping costs.
5. Refunds
Processing Time: Once your return is received and inspected, we will notify you of the approval or rejection of your refund within 5-7 business days.
Method of Refund: Approved refunds will be processed to the original method of payment.
Shipping Costs: Original shipping costs are non-refundable, except in cases where the return is due to our error (e.g. incorrect or defective item).
6. Exchanges
Defective or Damaged Items: If you received a defective or damaged product, please contact us within 30 days of receipt for an exchange or refund.
Process: To exchange an item, follow the return process outlined above and specify that you prefer an exchange.
7. International Returns
Return Shipping: International customers are responsible for return shipping costs.
Customs and Duties: We are not responsible for any customs fees, duties, or taxes incurred during the return process.
8. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
9. Contact Us
For any questions regarding returns or refunds, please contact our customer service team:
Email: newhorizonoutfitters@outlook.com
10. Policy Updates
We reserve the right to update or modify this return and refund policy at any time. Any changes will be effective immediately upon posting to our website.
Conclusion
This policy ensures compliance with Australian Consumer Law while accommodating the needs of both local and international customers. By clearly outlining the terms and procedures for returns and refunds, businesses can enhance customer satisfaction and maintain transparency.