What is your return and refund policy?Updated 2 months ago

Standard Return Policy

Items purchased at full price - including during full-price promotions (such as "Buy 2 Get 10% Off" full-priced items) - are eligible to be returned for a refund to the original payment method within 30 days of delivery, with no return fees.

Please note that any items purchased from the Sale or Outlet sections, or acquired during a markdown offer (such as an extra percentage off already-discounted items), are classified as Final Sale and are strictly ineligible for return.

How to Explicitly Identify Final Sale Items:

An item is automatically classified as a non-refundable sale item if it displays any of the following visual indicators on the collection page or individual product page:

A "SALE" text badge, label, tag, or icon displayed anywhere on the collection page grid or individual product page.

These visual elements serve as final notification at the point of sale that the item is non-returnable for change of mind or incorrect sizing.

Limited Edition Items: Please note that limited edition items cannot be returned or refunded for change of mind (including incorrect size, style, or colour selection). To be eligible for a return, the item must have a legitimate fault or defect.

Sale & Outlet (Final Sale): Items purchased from the Sale section, Outlet, or during standard or further markdown promotional offers are considered final sale. These items are strictly ineligible to be returned, exchanged, or refunded due to a change of mind, style preference, or incorrect size selection, unless the product fails to meet consumer guarantees under the Australian Consumer Law (ACL).

All returned items will be inspected for quality and must be returned in their original, unused condition to be eligible for a refund. We kindly ask that you consider this before committing to a purchase.

In the unfortunate event of a fault or defect, please email us at [email protected] within 48 hours of receiving your purchase, with images and a description of the fault. All items will be subject to a physical inspection where the final determination of a fault will be made at the sole discretion of New Era Cap.

Any items that do not meet these criteria will not be valid for any return. Any items returned to New Era Cap without approval will be returned at the customer’s expense.

We monitor the number of returns made by customers and continued returns in breach of our terms and conditions will be flagged and may, at our discretion, lead to future orders and returns being refused and cancelled.

Bulk Purchase Return Policy

1. Definition of a Bulk Purchase

For the purposes of this Policy, a "Bulk Purchase" is defined as any single order, or series of related orders, comprising fifty (50) or more items.

2. Strict No Change-of-Mind Policy

All Bulk Purchases are considered final sales. New Era Australia does not accept returns, exchanges, or provide refunds for Bulk Purchases due to:

Change of mind, style, colour, or silhouette preferences.
Overstocking, forecasting errors, or end-consumer cancellation.
Sizing selections (unless the physical items delivered deviate from the sizing specifications ordered).

3. Faulty Goods & Australian Consumer Law (ACL)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Under these guarantees, you are entitled to a replacement or refund for items confirmed by us to have a major manufacturing fault, or where the delivery constitutes a major fulfillment error. All claims are subject to our inspection and confirmation upon receipt of the goods back to our warehouse.

4. Mandatory Inspection and Confirmation Process

In the event that you believe items within a Bulk Purchase are faulty, defective, or incorrectly supplied, the following strict process must be followed before any remedy is issued:

Notification Window: You must notify our customer care or account management team in writing within 48 hours of receiving the delivery, detailing the specific items and the nature of the alleged fault.
Digital and Physical Inspection: No returns will be processed without an initial assessment. We may require clear photographic/video evidence of the fault, or require that the stock be returned to our warehouse for physical inspection.
Warehouse Confirmation: Returned goods must be shipped back in their original, un-embellished, unwashed, and unaltered condition with all original packaging, and stickers and tags intact. Our quality assurance team will inspect the items to confirm the existence and cause of the fault.
Exclusions: Remedies will not be provided for items that show signs of misuse, neglect, accidental damage caused by the customer, or unauthorised third-party modifications/embellishment after delivery.

5. Resolution

If, following our internal inspection, the goods are confirmed by us to be faulty or non-compliant under ACL, we will, at our discretion and in accordance with consumer guarantees, offer to:

Replace the faulty items (subject to stock availability);
Repair the items; or
Issue a refund or credit note for the exact value of the faulty goods.

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