Customer Code of Conduct and Support PolicyUpdated an hour ago

Customer Code of Conduct & Support Policy

At New Era Cap Australia & New Zealand, we are dedicated to providing prompt, helpful, and respectful support to our community. In return, we expect all communications with our customer service team to remain civil and professional. We maintain a strict zero-tolerance policy toward any form of abusive, offensive, threatening, or profane language directed at our staff.

• Code of Conduct Breaches: If correspondence violates these standards, our team reserves the right to immediately terminate the support interaction, close the ticket without resolution, and permanently restrict the account from placing future orders.

• Closure of Support Channels: Once an account is restricted due to a policy breach, all direct human customer service channels (email and chat) are permanently closed, and our team will not engage in further discussion regarding closed matters.

• Standard Returns: Account restrictions do not block your ability to process standard self-service returns through our automated online returns portal within our active 30-day policy window. Direct staff assistance is not provided for restricted accounts.

• Statutory Fault Claims & Final Determinations: In accordance with Australian Consumer Law, account restrictions do not override statutory guarantees for genuine manufacturing defects. However, once a formal product assessment has been completed and a final determination has been issued by our management team, that decision is final, and the matter will not be reopened or re-litigated through further customer service correspondence.