1. Cancellation Before Shipment
You can cancel your order anytime before it has been shipped — this means while the order status is "Pending" or "Processing" (but not yet handed to courier).
How to cancel:
- Login to My Account → Orders
- Click the order you wish to cancel
- Click the "Cancel Order" button
- OR email us at support@newasnew.ae with your order number
- OR call us at
Cancellation is free at this stage. There are no charges.
2. Cancellation After Shipment
Once your order has been handed to the courier for delivery, it cannot be cancelled directly. However, you have two options:
- Refuse Delivery: When the delivery agent arrives, simply refuse to accept the package. The agent will return it to us, and we'll process your refund.
- Wait & Return: Accept the delivery, then initiate a return as per our Returns Policy within 14 days.
3. Refund Timeline
Once your cancellation is approved, refunds are processed as follows:
- Online card payments: Refunded to original payment source within 5–7 business days
- Cash on delivery:
- If cancelled before delivery: nothing was paid, nothing to refund
- If cancelled after delivery: Bank transfer refund within 5–7 days from date of return acceptance
4. Cancellation by NewAsNew
We reserve the right to cancel orders in the following circumstances:
- Product becomes unavailable or out of stock unexpectedly
- Pricing or product information errors
- Inability to verify customer identity or address
- Suspected fraudulent activity
- Delivery to non-serviceable Areas
- Quality control failure during pre-shipment inspection
If we cancel your order, you will receive a 100% refund within 3–5 business days, plus an apology email explaining the reason.
5. Undeliverable Orders
If a cash-on-delivery order cannot be delivered after two attempts and we cannot reach you within 48 hours, the order will be cancelled. You can place a fresh order anytime.
6. Modifications to Orders
If you need to modify an order (change quantity, swap items, change address) instead of cancelling, please contact us within 12 hours of placing the order:
- Email: support@newasnew.ae
- Phone/WhatsApp:
We'll do our best to accommodate changes if the order has not yet been packed.
7. Refund Methods
Refunds are processed back to the original payment method whenever possible:
- Card → Same card
- bank transfer → Same bank account
- Cash on delivery → Refund split appropriately
Bank charges, if any, are borne by NewAsNew. You receive 100% of your paid amount.
8. Disputed Cancellations
If you believe a cancellation was processed incorrectly, please reach out to our Grievance Officer. We resolve all complaints within 15 business days as per IT Rules 2021.
9. Contact for Cancellations
For any cancellation queries:
📧 Email: support@newasnew.ae
📞 Phone: (10 AM – 7 PM, Mon–Sat)
🏢 Address: SPC Free Zone, Sharjah, United Arab Emirates