Refund policy
RETURN & REFUND POLICY — NEWTREATS
At NEWTREATS LTD, we specialise in limited-edition sneakers, exclusive footwear, streetwear and handcrafted customised products.
Due to the nature of our business, products are offered under two distinct availability categories. Customers are required to review the availability status, product details and selected size before completing their purchase.
1. PRODUCT AVAILABILITY & ORDER CLASSIFICATION
Blue Indicator — Ready to Ship
Products or sizes displaying a blue availability indicator are available in our inventory and are generally dispatched within 48 hours.
These products are eligible for our standard return procedure, subject to the conditions outlined in this policy.
No Blue Indicator — Special Sourcing Orders
Products or sizes without a blue availability indicator are classified as Special Sourcing Orders.
These products are not held in our immediately available inventory. Following order confirmation, NEWTREATS initiates an individual sourcing process to obtain the exact model, colour and manufacturer-labelled size selected by the customer.
Sourcing may involve purchases from independent suppliers, specialist retailers and resale platforms, as well as authentication, transportation and processing costs.
NEWTREATS does not accept voluntary cancellations, returns or refunds for Special Sourcing Orders once sourcing has begun.
Customers are responsible for carefully reviewing their order details before confirming their purchase.
This commercial restriction is subject to mandatory consumer rights under applicable law.
2. SPECIAL SOURCING ORDERS — CANCELLATIONS & EXCHANGES
Once a Special Sourcing Order has entered the sourcing process, NEWTREATS does not provide voluntary cancellation or change-of-mind refunds.
Requests to change the selected model, colour or size are assessed individually.
NEWTREATS may, at its sole commercial discretion, offer:
A size exchange, subject to availability.
An alternative product.
Store credit valid for 12 months.
These solutions are optional and must be expressly accepted by the customer.
No additional commercial return entitlement is provided for Special Sourcing Orders.
Mandatory statutory rights remain unaffected.
3. RETURNS — READY-TO-SHIP PRODUCTS
Products displaying the blue availability indicator may be returned in accordance with the applicable return procedure.
Customers must contact:
The return request must identify the order number and the product concerned.
Products must be securely packaged and returned to the address communicated by NEWTREATS.
Ireland
For eligible returns delivered within Ireland, NEWTREATS provides free return shipping.
European Union
For eligible returns delivered elsewhere in the European Union, direct return shipping costs are borne by the customer where permitted by law and disclosed before purchase.
International Orders
For destinations outside the European Union, returns are handled in accordance with the applicable mandatory consumer protection rules and any additional commercial return conditions expressly offered by NEWTREATS.
4. SIZE SELECTION & FIT
Customers must verify the manufacturer-labelled size before placing an order.
NEWTREATS fulfils orders according to the model, colour and size selected at checkout.
Where the exact manufacturer-labelled size ordered has been supplied, a personal fit preference does not constitute an incorrect item or fulfilment error.
Claims that footwear feels too small, too large or uncomfortable are not automatically treated as product defects.
NEWTREATS may offer an exchange or store credit at its commercial discretion.
This provision does not restrict applicable statutory withdrawal or consumer guarantee rights.
5. DEFECTIVE, DAMAGED OR INCORRECT ITEMS
Customers are requested to report visible damage, apparent defects or incorrectly supplied items within 7 days of delivery, where reasonably possible.
Claims should be submitted to:
Please include:
The order number.
A description of the issue.
Clear photographs of the product.
Photographs of the original packaging.
A photograph of the size label where relevant.
NEWTREATS reserves the right to request additional information reasonably necessary to assess the claim.
Where a defect, damage or non-conformity is established, NEWTREATS will provide the remedies required by applicable consumer protection law.
The recommended 7-day reporting period does not limit mandatory statutory guarantee rights.
6. PRODUCT CONDITION & RETURN INSPECTION
All returned products are subject to inspection.
Customers may inspect and try on products to the extent necessary to establish their nature, characteristics and fit.
For footwear, this normally means trying the shoes on indoors, on a clean surface.
Where products have been handled beyond what is necessary for inspection, NEWTREATS may apply a deduction corresponding to their actual diminished value, where legally permitted.
Relevant signs may include:
Worn or visibly dirty outsoles.
Significant creasing caused by use.
Stains, odours or physical damage.
Missing accessories or product components.
Damage to the original packaging affecting resale value.
NEWTREATS may photograph and document returned products during inspection.
Any deduction must reflect the actual diminished value and applicable law.
7. RETURN PACKAGING REQUIREMENTS
Footwear should be returned in its original shoe box, protected inside a rigid outer shipping carton.
Customers must not attach shipping labels or adhesive tape directly to the original shoe box.
Returns should not be shipped in unprotected plastic bags or soft envelopes.
Where inadequate packaging causes actual damage or loss of value, this may be taken into account where legally permitted.
8. PERSONALISED PRODUCTS — EXCLUSION FROM WITHDRAWAL
In accordance with Article 16(c) of Directive 2011/83/EU, the statutory right of withdrawal does not apply to goods manufactured to the consumer's specifications or clearly personalised, where the legal conditions for this exception are satisfied.
This includes eligible products such as:
Individually customised New Era caps.
Products manufactured according to the customer's individual specifications.
Products materially modified or personalised at the customer's request.
For products legally covered by this exception, cancellation and refund for a change of mind are excluded.
This exclusion does not affect statutory rights relating to defective or non-conforming goods.
9. STATUTORY RIGHT OF WITHDRAWAL
For eligible standard, non-personalised products purchased online, consumers in the European Union generally have 14 calendar days after delivery to exercise their statutory right of withdrawal without giving a reason.
This legal right also applies to standard products sourced specifically after an order is placed, where no statutory exemption applies.
To exercise this right, customers must communicate an unambiguous withdrawal request within the applicable period to:
The goods must be returned within 14 days after communicating the withdrawal.
Where the customer was informed before purchase, direct return shipping costs may be borne by the customer in accordance with applicable law.
10. REFUNDS
Where a refund is legally due, NEWTREATS will reimburse the applicable amount using the original payment method unless otherwise agreed.
For a valid statutory withdrawal, the refund includes standard outbound delivery charges where required by law.
Additional charges for an upgraded delivery service selected by the customer may be excluded where permitted.
Where legally permitted, reimbursement may be withheld until the goods are received or the customer provides evidence of dispatch, whichever occurs first.
Refunds are processed without undue delay and within the applicable legal deadline.
Our operational target is to process eligible refunds within 24–48 business hours once the necessary return verification has been completed.
11. REFUSED, UNCOLLECTED OR UNDELIVERABLE SHIPMENTS
Customers must provide accurate shipping information and cooperate with reasonable delivery arrangements.
Where a parcel is refused, left uncollected or returned because of incorrect delivery details, NEWTREATS may arrange reshipment and charge reasonable additional costs where permitted by law.
Failure to collect a parcel does not automatically constitute a valid notice of withdrawal.
Mandatory consumer rights remain unaffected.
12. ORDER RECORDS & DISPUTES
NEWTREATS may retain relevant order confirmations, customer correspondence, shipping records, supplier documentation and return inspection records for legitimate customer service and dispute resolution purposes, in accordance with applicable data protection law.
For assistance, please contact:
Our customer service team aims to respond within 24–48 business hours, excluding weekends and public holidays.
13. APPLICABLE LAW & CONSUMER RIGHTS
NEWTREATS LTD is registered in Ireland.
This policy is governed by applicable Irish and European consumer protection legislation, including Directive 2011/83/EU and relevant national implementing provisions.
Nothing in this policy excludes or limits mandatory consumer rights applicable in the customer's country of habitual residence.
Where any provision conflicts with mandatory consumer protection legislation, the applicable statutory rules prevail.
NEWTREATS LTD — Ireland