- Terms & Conditions
- Privacy & Policy
- Intellectual Property Policy
- Contact Us
- About Us
- Size Guide
- Where can I See the Newest items?
- Where are your products sent from?
- Tracking Order
- Ordering Guidance
- When will my order be shipped?
- Can I make changes to the order I just placed?
- Why I didn’t get an email about my order delivery?
- Can I cancel my order?
- Shipping Info
- Do you ship to my country?
- Why haven’t I received my order?
- Why was my order divided into two or more packages?
- Why did the attempted delivery fail?
- Why hasn't my shipping information been updated?
- Why is my package status showing delivered but not delivered?
- About Shipping Addresses
- Return Policy
- Our Guarantees
- How long does it take to get my refund?
- How do I return or exchange an item?
- What to do if my refund is wrong?
- How can I return items?
- What items cannot be returned?
- Why didn't I get my full refund?
- What kinds of payment are accepted?
- Why my payment was declined?
- Why do I need to verify my payment of my order?
- Will I have to pay any sales tax?
- Can you refund the price difference?
- What should I do if my promotion code isn't working?
14 Days DOA Product Guarantee
We have 14 days DOA product guarantee, which applies to the case that the items customer have received are broken, mis-shipped or not functioning within 14 days.
By following the steps below, you can enjoy the guarantee.
First,contact us to request for a return/refund. You need to provide us with the following information: Order Num. and Item Num., related evidence for the problem (photos or videos), a picture showing the shipping label and original packaging. Please contact our customer center first to inform us and get the specific address to return, if any. Haven't informed in advance, NZWE will refuse to take any obligation.
Second, after confirming the problem, we will approve your request and offer two solutions: either partially refund for the non-working part or send a replacement part. If the above solutions fail to satisfy you, please contact our customer service center for detailed solutions.
Unless agreed otherwise, you are required to return all the components of the items together with its original package. Otherwise, you will have to pay for the missing part.
60 days conditional return
We offer to cover the price of the item minus the shipping costs if you want to return an intact, brand-new item within 60 days after delivery date. The return shipping fees will be covered by the customer.
For broken items, the 14 Days Product Guarantee or the warranty of specific items serve as a reference. We need your cooperation to return the item including all of the accessories.
Please contact our customer center first to inform us and get the specific address to return, if any. Haven't informed in advance, NZWE will refuse to take any obligation.
1.If the order hasn't been paid within 24h, it will be cancelled automatically. Or you may cancel it by clicking Cancel Order on your order page. Please note that orders alrealdy being shipped cannot be cancelled. You may choose to: a. receive the package and keep it; b. receive the package and contact us to return or refund. Please make sure that you have receive the package because the refusal of receiving it will result in its destruction by the logistics company.
2.If the order has been paid, if you want to cancel it or change the information of the item or change the item which has not been processed, please contact us immediately in case it will be processed, because orders being processed cannot be cancelled. You may refer to our 60 days conditional return guarantee for refund or return.
If you have waited for longer than the stated shipping date, you can cancel the order and send a refund request, and the refund will be sent too your payment account within 5 business days.