Refund policy
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Additional items that cannot be returned:
- Gift cards
To complete your return, we need a receipt or proof of purchase.
Do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
- Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error.
- Any item returned more than 30 days after delivery.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received the returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then, contact your credit card company. It may take some time before your refund is officially posted. After that, contact your bank. Often, there is some processing time before a refund is reflected. If you’ve done all of this and you still have not received your refund, please contact us at info@newcitizenbrand.com.
Items on sale (if applicable)
Only regular-priced items can be refunded. Unfortunately, sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at info@newcitizenbrand.com to find out the shipping address.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once we receive the returned item, a gift certificate will be sent to you by mail.
If the item was not marked as a gift when purchased, or if the person who gave the gift had the order shipped to themselves to then give it to you later, we will send a refund to the person who gave the gift and they will find out about your return.
Shipping
To return your product, please email us for the complete address to send it to: Calle de los Cedros 79, Madrid, Madrid, 28029, Spain.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over 100€, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Additional items that cannot be returned:
- Gift cards
To complete your return, we need a receipt or proof of purchase.
Do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
- Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error.
- Any item returned more than 30 days after delivery.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received the returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then, contact your credit card company. It may take some time before your refund is officially posted. After that, contact your bank. Often, there is some processing time before a refund is reflected. If you’ve done all of this and you still have not received your refund, please contact us at info@newcitizenbrand.com.
Items on sale (if applicable)
Only regular-priced items can be refunded. Unfortunately, sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at info@newcitizenbrand.com to find out the shipping address.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once we receive the returned item, a gift certificate will be sent to you by mail.
If the item was not marked as a gift when purchased, or if the person who gave the gift had the order shipped to themselves to then give it to you later, we will send a refund to the person who gave the gift and they will find out about your return.
Shipping
To return your product, please email us for the complete address to send it to: Calle de los Cedros 79, Madrid, Madrid, 28029, Spain.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over 100€, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.