Returns & Refunds
We want you to be genuinely happy with what you buy. If something is not right, this page tells you exactly what happens — no fine print, no conditions hidden three clicks away.
Your 14-day right to change your mind
You may return any item within 14 days of delivery for a full refund, provided it is:
- Unused and in the same condition you received it
- In its original packaging with all accessories, cables and documentation included
- Not damaged after delivery
To start a return, contact us on WhatsApp at +971 56 377 7421 or email support@newasnew.ae with your order number. We will confirm the return address and arrange collection. Return pickup is free.
If your item is faulty or not as described
This is different, and your rights are stronger.
If an item has a defect, stops working within its warranty period, or does not match the description and specifications shown on our website, you are entitled to a repair, replacement, or refund. This right applies regardless of the 14-day window and cannot be signed away.
Under UAE Federal Law No. 15 of 2020 on Consumer Protection, no shop policy can remove your right to a remedy for faulty or non-conforming goods. Any wording anywhere on this website that appears to limit that right has no effect.
Return shipping for faulty items is paid by us.
How refunds work
- We receive and inspect your return — 1 to 2 working days
- Refund approved and issued — within 7 working days of approval
- Money appears in your account — 5 to 10 working days, depending on your bank
Refunds go back to the original payment method. If you paid secure online payment, we will arrange a bank transfer and ask you for account details.
We refund the full price you paid. Delivery charges are refunded when the return is due to a fault, an error on our side, or an item not matching its description.
What we cannot accept back
- Items damaged after delivery through accident, misuse, or unauthorised repair
- Items returned without their original packaging and accessories
- Software, digital licences, or activation codes once redeemed
- Consumable accessories where the hygiene seal has been broken
If we cannot accept a return, we will tell you why, in writing, and return the item to you at no charge.
Something not covered here?
Message us. We would rather solve it directly than have you reading a policy page.
WhatsApp: +971 56 377 7421
Email: support@newasnew.ae
Phone: +971 56 377 7421
How your refund is paid, and when
Refunds are always credited to the original mode of payment. We cannot refund to a different card or account.
Once a refund is approved, it is processed within 10 to 45 days, depending on your credit card issuing bank. We release it promptly at our end; how quickly it then appears on your statement is determined by your bank rather than by us.
When you are entitled to a refund
You are entitled to a refund in each of the following cases:
- the wrong product was sent by us;
- the product is defective;
- the product was damaged in shipping;
- the product has been tampered with.
These sit alongside your 14-day right to change your mind, set out above.
Cancelling or replacing an order
You may cancel an order at any time before it is dispatched, at no cost, by contacting us. Once an order has been dispatched, the return process above applies instead.
Where an item is faulty, damaged in transit or not as described, you may ask for a replacement rather than a refund, subject to availability. We will not pass your debit or credit card details to any third party at any point in this process.