Return policy
NewLana Returns, Exchanges, and Refunds Policy
At NewLana, we strive to offer the best shopping experience and high-quality products. However, if you’re not completely satisfied with your purchase, we’re here to help. Please review our policy carefully before initiating a return, exchange, or refund request.
Returns
We offer a 30-day return policy, meaning you have 30 days after receiving your order to request a return. To be eligible:
✔ Your item must be in original condition – unworn, unused, with tags, and in its original packaging.
✔ You must provide the receipt or proof of purchase.
How to start a return:
- Contact us at infonewlana@gmail.com to request a return.
- If approved, we will provide return instructions.
- Customers are responsible for return shipping costs and any applicable clearance fees.
📌 Important: Items sent back without prior approval will not be accepted.
Exchanges
If you need a different size, color, or product, the fastest way is to:
- Request a return for your original item.
- Place a new order separately for the item you want.
Once we receive and approve your returned item, you’ll be refunded according to our policy.
European Union 14-Day Cooling-Off Period
If your order is shipped within the EU, you have the right to cancel or return your order within 14 days for any reason, without justification.
📌 Conditions:
✔ The item must be unworn, unused, with tags, and in its original packaging.
✔ You must provide proof of purchase.
✔ Return shipping costs and clearance fees are the customer’s responsibility.
To exercise this right, email us at infonewlana@gmail.com.
Damages and Issues
We take product quality seriously! Please inspect your order upon delivery and contact us immediately if:
❌ The item is defective or damaged.
❌ You received the wrong item.
We will assess the issue and provide a solution as quickly as possible.
Non-Returnable Items
Some items cannot be returned, including:
🚫 Final Sale Items & Gift Cards
🚫 Custom or Personalized Products
🚫 Hygiene & Personal Care Items
🚫 Hazardous Materials & Flammable Products
If you're unsure about an item’s return eligibility, reach out to us before purchasing.
Refunds
Once we receive and inspect your return, we will notify you about the status of your refund. If approved:
✔ Refunds will be issued to your original payment method within 10 business days.
✔ Any clearance fees and return shipping costs are non-refundable.
📌 Processing Time:
💳 Banks and credit card companies may take additional time to process refunds.
📅 If it has been more than 15 business days since your refund was approved, contact us at infonewlana@gmail.com.
At NewLana, we are committed to a fair and transparent return process. If you have any further questions, feel free to reach out – we’re happy to help!
