Refund, Return & Exchange Policy

NEWTREATS LTD

At NEWTREATS, we specialize in sneakers, rare and limited-edition footwear, and handcrafted customized New Era caps.

Our business operates through two different models: products immediately available in our inventory and products individually sourced through our supplier network after an order has been placed.

Return and exchange conditions vary depending on the product category. We strongly encourage all customers to read this policy carefully before completing their purchase.

1. IN-STOCK SNEAKERS — BLUE "SHIP 48H" BADGE

Sneakers displaying the blue "Ship 48H" badge next to the selected size are available in our inventory and qualify for dispatch within 48 hours, in accordance with the stated shipping timeframe.

Customers may request a return within 14 calendar days of receiving their order.

Available solutions include:

• Refund: Where the applicable statutory withdrawal conditions are met.

• Size Exchange: Subject to availability.

• Store Credit: Valid for 12 months and redeemable across our online store.

Return shipping costs are the customer's responsibility, unless otherwise required by applicable law.

Returned items must be handled with care and remain in a condition suitable for inspection and assessment.

2. SPECIALLY SOURCED SNEAKERS — WITHOUT THE BLUE "SHIP 48H" BADGE

This section applies to all sneakers where the selected size does not display the blue "Ship 48H" badge.

These products are not immediately available in our inventory.

Once an order has been confirmed, NEWTREATS specifically searches for and purchases the exact model and size requested through our network of professional suppliers and specialized resellers.

Certain models are rare, difficult to obtain, or available in very limited quantities.

Unlike traditional retailers that maintain their entire catalogue in stock, each specially sourced order requires individual research, supplier coordination, and a financial commitment to secure the requested product.

In many cases, our suppliers do not accept returns for these purchases.

Our Commercial Return Solutions

For voluntary returns of specially sourced sneakers, NEWTREATS prioritizes the following options:

Option 1 — Store Credit

Store credit equivalent to the eligible value of the returned product, redeemable across our online store for 12 months.

Option 2 — Size Exchange

An exchange for another size, provided that the requested size can be sourced through our supplier network.

A price difference may apply depending on availability and the sourcing cost of the replacement size. The customer will be informed before confirming the exchange.

For voluntary exchanges, both return shipping and replacement shipping costs are the customer's responsibility.

Important: These are our preferred commercial return solutions. They do not remove any mandatory statutory withdrawal or refund rights that apply to distance purchases.

We strongly recommend checking the selected size, model, and product reference before placing an order.

3. CUSTOMIZED & HANDCRAFTED NEW ERA CAPS

NEWTREATS offers handcrafted New Era caps featuring decorative elements such as rhinestones, crystals, flowers, bows, pearls, embroidery, and other individually applied embellishments.

Each customized cap may require individual manual work according to the design and specifications selected by the customer.

Returns & Cancellations

Caps genuinely made to the customer's specifications or clearly personalized are excluded from the standard change-of-mind withdrawal right, in accordance with applicable consumer protection legislation.

This means customers cannot require a refund simply because they have changed their mind about a cap that qualifies for this legal exception.

Once production has started, cancellations or modifications may no longer be possible.

Size or Model Issues

For customized caps, a voluntary exchange may be considered on a case-by-case basis, depending on the nature of the customization and whether an alternative solution is available.

Exchanges are not guaranteed for products made to the customer's individual specifications.

Defective Products or Order Errors

If a customized cap is defective, damaged, or does not match the order, customers retain their applicable statutory rights.

Please note: A cap being handmade does not automatically exclude it from the right of withdrawal unless it meets the legal requirements for personalized or made-to-specification goods.

4. RETURN REQUESTS & PROCEDURE — ALL COUNTRIES

All return and exchange requests should be submitted to:

contact@newtreats-store.com

For requests under our standard commercial return procedure, customers must contact us within 14 calendar days of receiving their order.

Please include:

• Your order number.

• The product concerned.

• The reason for your request, where applicable.

• Your preferred solution: exchange or store credit.

Our customer service team will provide the return address, shipping instructions, and any required return documentation.

Voluntary returns should be coordinated with our customer service team to ensure the parcel is sent to the correct address.

Where a statutory right of withdrawal applies, customers may exercise it through a clear statement without waiting for prior approval. Goods must then be returned within the applicable legal timeframe.

5. RETURN SHIPPING COSTS — CUSTOMER RESPONSIBILITY

All standard returns, voluntary exchanges, and change-of-mind returns are shipped at the customer's expense, regardless of the delivery country.

NEWTREATS does not provide free return shipping for these situations.

Customers are responsible for arranging and paying for return transportation to the address provided by our customer service team.

We strongly recommend using a tracked shipping service with proof of delivery.

For voluntary exchanges, the cost of shipping the replacement product is also the customer's responsibility.

Where applicable consumer protection laws require NEWTREATS to cover certain return costs, particularly in cases involving defective or non-conforming goods, those legal requirements will take precedence.

6. UNCOLLECTED PARCELS & PICKUP POINT DELIVERIES

Customers must collect their parcels within the collection period specified by the shipping carrier.

Orders may be delivered directly to the customer's address or made available at a designated pickup point, parcel shop, partner location, or collection locker.

A parcel may also be redirected to a pickup point following an unsuccessful delivery attempt.

Customers are responsible for regularly checking their tracking information and collecting their parcel before the carrier's deadline.

What Happens If a Parcel Is Not Collected?

If a parcel is not collected within the specified timeframe, the carrier may automatically return it to the sender.

An uncollected parcel does not automatically qualify for a refund.

NEWTREATS will review the shipment status and any additional costs resulting from the return.

Where permitted by applicable law, additional costs actually incurred due to the customer's failure to collect the parcel may be charged to the customer or deducted from amounts otherwise refundable.

Reshipping an Uncollected Parcel

If a customer wishes to receive their order again after it has been returned to NEWTREATS, new shipping fees will be charged.

The replacement shipment will only be arranged once the applicable reshipping charges have been paid.

These conditions do not override statutory withdrawal or refund rights or permit deductions prohibited by law.

They do not apply to additional costs caused by errors attributable to NEWTREATS or the delivery carrier.

7. RETURN CONDITION & PACKAGING REQUIREMENTS

All returned products must be handled with care.

For sneakers, customers should limit try-ons to what is reasonably necessary to assess the size and fit, preferably on a clean indoor surface.

Where possible, returned products should include their original packaging and all accessories supplied with the order.

The original shoe box must never be used as the sole shipping package.

It should be placed inside a separate, rigid, protective outer shipping box.

Shipping labels, adhesive tape, or other shipping materials must not be attached directly to the original shoe box.

Soft plastic mailing bags and unprotected envelopes are strongly discouraged.

Where a product has suffered a reduction in value due to handling beyond what is reasonably necessary to assess its nature, characteristics, or fit, a proportionate deduction may apply where legally permitted.

Missing original packaging does not automatically invalidate a statutory withdrawal right.

8. STORE CREDIT & EXCHANGES

Store credit issued by NEWTREATS as part of a voluntary return arrangement is valid for 12 months from the date of issue.

It may be used toward eligible purchases across our online store.

Size or model exchanges are subject to availability in our inventory or through our supplier network.

If the replacement product costs more than the original item, the customer must pay the difference before shipment.

Where a customer is legally entitled to a monetary refund, store credit cannot be imposed without the customer's agreement.

9. REFUNDS

Where a refund is due, it will be issued using the original payment method unless the customer expressly agrees to an alternative.

NEWTREATS aims to process eligible refunds within two business days of receiving and inspecting the returned product.

Applicable statutory refund deadlines remain in force, including the right to withhold reimbursement until the returned goods have been received or proof of return shipment has been provided, where permitted by law.

Original shipping charges may remain non-refundable for certain voluntary commercial returns.

For a valid statutory withdrawal covering an entire order, the original standard delivery charges will be refunded where required by law.

10. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

If a customer receives a damaged, defective, or incorrect item, they should contact our customer service team as soon as possible at:

contact@newtreats-store.com

Please include the order number, a description of the issue, and photographs where available.

Each case will be reviewed in accordance with applicable statutory consumer guarantees.

The rules concerning specially sourced sneakers and customized caps do not restrict statutory rights relating to defective or non-conforming products.

11. STATUTORY CONSUMER RIGHTS

For eligible distance purchases, consumers generally have a statutory right to withdraw from their purchase within 14 calendar days of receiving the goods.

Certain product categories, including goods genuinely made to the customer's specifications or clearly personalized, may qualify for a legal exception.

The fact that a standard sneaker is rare, expensive, or purchased specifically from a supplier does not, by itself, remove an applicable statutory right of withdrawal.

All provisions of this policy are subject to mandatory consumer protection laws.

12. CUSTOMER SERVICE

NEWTREATS LTD

Email: contact@newtreats-store.com

Website: www.newtreats-store.com

Our customer support team aims to respond within 24–48 business hours, excluding weekends and public holidays.