Refund policy

At Newlooktrend, we want you to feel confident about your purchase. You may request a return, refund, or exchange in accordance with the terms below.

1. Return Request and Approval

Return requests must be submitted to support@newlooktrend.com within 30 calendar days of the confirmed delivery date.

Please provide:

• Your order number

• The item or items you wish to return

• The reason for the return

• Photos, videos, or other supporting information if requested

All returns must be reviewed and approved in writing by our Customer Support Team before they are shipped.

If approved, we will provide the authorized return address and applicable packaging, shipping, and customs instructions. Submitting a request does not automatically mean the return has been approved.

Please do not return an item to the address shown on the original shipping label, directly to the manufacturer, or to any address not provided by our Customer Support Team.

To remain eligible, an approved return must be handed to the shipping carrier within 30 calendar days of the confirmed delivery date, as shown by the carrier’s first valid acceptance scan. Submitting a return request or receiving return approval within the 30-day period does not extend the return window. The return package does not need to arrive at our facility within 30 calendar days, but it must be shipped within that period. If Newlooktrend delays providing the required return instructions after a timely request, a reasonable written extension may be provided.

2. Return Eligibility and Condition

To qualify for a refund or exchange, the returned item must be:

• Unused and unworn

• In the same condition in which it was received

• Free from marks, stains, odors, scratches, excessive creasing, or other signs of use

• Returned with its original packaging and included accessories

• Securely packaged to prevent damage during return shipping

Shoes should only be tried on indoors on a clean, soft surface.

A return may be refused or found ineligible if it is:

• Requested or handed to the shipping carrier more than 30 calendar days after confirmed delivery, unless Newlooktrend has provided a written extension or applicable law requires otherwise

• Shipped without prior written approval

• Sent to an unauthorized address

• Used, worn, altered, damaged, incomplete, or missing its original packaging

• Different from the item approved for return

• Returned without sufficient identifying information

• Sent using Freight To Collect, cash-on-delivery, or postage-due service

Receiving a return package does not automatically guarantee a refund or exchange. All returned items are subject to inspection.

Discounted or sale items remain eligible under this policy unless they were clearly identified as “Final Sale” before purchase. Gift cards and items clearly identified as Final Sale are not eligible for personal-reason returns, except where the item is incorrect, damaged, defective, or applicable law requires otherwise.

3. Return Address, Shipping, and Tracking

Approved returns must be sent to our authorized fulfillment facility in Shenzhen, China. The complete return address will be provided after approval.

For personal-reason returns, the customer is responsible for arranging and paying for return shipping. Personal reasons include:

• Incorrect size selection

• Fit preference

• Change of mind

• Color or style preference

• No longer needing the item

A trackable shipping service must be used for all customer-arranged returns. After shipping, please send us the carrier name and tracking number.

The customer is responsible for the return shipment until it is successfully delivered to the authorized return facility. Newlooktrend cannot guarantee receipt of packages sent without valid tracking or packages that are lost, damaged, refused, incorrectly addressed, or not successfully delivered.

For higher-value returns, we recommend purchasing shipping insurance.

International returns may require customs documentation. Customers must follow the written customs instructions provided by our Customer Support Team and provide complete and accurate shipment information. Incorrect or incomplete information may result in delays, refusal, additional charges, or the package being returned to the sender.

4. Incorrect, Damaged, Missing, or Defective Items

If you receive an incorrect, damaged, missing, or defective item, please contact us as soon as possible, preferably within 7 calendar days of delivery, so we can review the issue promptly.

Please provide:

• Your order number

• Clear photos or videos showing the issue

• Photos of the packaging

• A photo of the product or size label, where applicable

• A brief description of the issue

Please do not return the item before receiving written instructions.

After the issue has been reviewed and confirmed, the available resolution may include:

• A replacement

• A prepaid return option

• Reimbursement of reasonable return shipping costs approved in advance

• A refund

• Another appropriate resolution

The available resolution will depend on the circumstances, evidence provided, and product availability.

Return shipping costs arranged without prior written approval may not be reimbursed.

5. Inspection and Refunds

After an approved return is delivered to our authorized facility, inspection and processing normally take 3–7 business days.

We will email you after the inspection to confirm whether the return has been accepted and the amount approved for refund.

Approved refunds will be issued to the original payment method. The refund will be based on the amount actually paid for the accepted returned item, including any applicable discount adjustments.

Original shipping charges, return shipping costs, customs charges, and other delivery-related expenses are non-refundable unless the return results from a confirmed Newlooktrend error or applicable law requires otherwise.

After a refund is issued, please allow an additional 3–10 business days for it to appear in your account. The exact posting time depends on your bank or payment provider.

6. Exchanges

Exchange requests must be submitted within 30 calendar days of confirmed delivery and require prior approval.

For exchanges requested for personal reasons, including size, fit, color, style, or preference, the customer is responsible for arranging and paying for return shipping.

An exchange is subject to:

• The returned item passing inspection

• The requested product, size, or color being available when the exchange is processed

Availability may change while the return is in transit. If the requested replacement is no longer available, we will contact you with the available options. We will not substitute another item without your agreement.

7. Partial Returns and Promotions

If an order contains multiple items, you may request to return one or more eligible items without returning the entire order.

Only items approved for return, delivered to our authorized facility, and accepted after inspection will be included in the refund.

If an order-level discount, complimentary gift, minimum-purchase offer, or other promotion was applied, the refund may be recalculated according to the items kept and returned and the applicable promotional terms disclosed at purchase.

8. Order Changes and Cancellations

Order-change and cancellation requests may be accepted before the order has physically been dispatched.

Once physical dispatch or package movement has been confirmed, the order cannot be cancelled or changed while it is in transit.

If an eligible order is cancelled before dispatch, the refund will be issued to the original payment method. Please allow 3–10 business days for the refunded amount to appear, depending on your bank or payment provider.

If the order has already been dispatched, you may request a return after delivery in accordance with this policy.

9. Late or Missing Refunds

If we have confirmed that a refund was issued but it has not appeared in your account:

1. Check your bank or payment account again.

2. Contact your card company or payment provider.

3. Contact your bank, as processing or posting delays may apply.

If you still cannot locate the refund, please contact support@newlooktrend.com.

10. Applicable Consumer Rights

This policy does not exclude or limit any rights or remedies that cannot legally be excluded or limited under applicable consumer-protection law.

If any part of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will take precedence.

For assistance with a return, refund, or exchange, contact:

support@newlooktrend.com