Return Policy

Return Policy

We have a 5-day return policy, which means you have 5 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at cs.support.apac@neweracap.com. If your return is accepted, our customer support team will share the instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

We ONLY accept returns from online purchased on neweracap.hk. In-store purchased are not included. If you have made a purchase from other channels, please contact them directly to arrange a return.
Please note that orders shipping to addresses in Macau are not eligible for partial returns, all products on the order must be returned or exchanged.

 

Frequently Asked Questions

How do I return my order?

You can send email or click the message icon on the bottom right of the screen to contact our customer service team with your with your order number, contact details, reason for return and an image of the corresponding product. Order number can be found under ' My Account ' and ‘View Order History' / Confirmation sent to your registered email. Our customer support will contact you as soon as possible.

Please make sure your items are returned unused and in the same condition that you have 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. 

As soon as we receive the returned items, they are going to be reviewed, 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. An admin cost of 50HKD will be charged.

When will I get my refund after I have returned my order?

After your order has been reviewed and approved, it will be refunded within 30 business days to the original payment method you used to make your purchase.

Do you accept returns from other channels?

We only accept returns from online purchase on neweracap.hk. Items purchased at a retail store are not included. If you have made a purchase from other channels, please contact them directly to arrange a return.  

 

Under what condition can a product be refund?

Unconditional 5 Days Refund Given...:

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; the surface of the product has no scratches, damage and unwashed. Returns that do not meet our eligibility criteria will not be accepted and will be sent back to your original shipping address. A standard 50HKD admin cost will be charged.

As soon as we receive the returned items, they are going to be reviewed, 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. Shipping cost will be borne by the customer.

Defective Items (Within 7 Days):

As soon as we receive the returned items, they are going to be reviewed, 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. Shipping cost will be borne by the customer.

Refund Exclusions: 

All products not sold through the website - newercap.hk, underwear, face cover, socks, swimwear and products that are bought during specific offers, promotional events, and or orders that exceed the return period cannot be refund.

Exchanges

How do I exchange an item?

We can’t guarantee that the 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.

 

New Era Cap Asia Pacific Ltd. reserve the rights of the final decision in case of any disputes.