Refund & Returns Policy
NewHein sells clothing items and reviews return or refund requests based on the item condition, the issue reported and the order status at the time the request is made.
Before requesting a return
Please contact us at contact@newhein.com before opening a return. Include your order number, the product name, the issue you found and clear photos if the item is damaged, incorrect or not as expected.
Eligible return situations
- You received the wrong item
- The item arrived damaged
- The item has a confirmed defect on arrival
- The order is missing an item that should have been included
Non-returnable or restricted items
If the return is not due to store error, the item should remain unworn, unwashed and in resalable condition with original tags or packaging where applicable. Returns that arrive used, altered or incomplete may not qualify for full approval.
Return condition
Approved returns must be sent back in the condition discussed with support. Items should not be worn, washed, altered, stained, damaged or missing key packaging if the return request is based on arrival condition or incorrect shipment.
Refund handling
Once the returned item is received and inspected, we will confirm whether the refund is approved. If approved, the refund is generally sent back to the original payment method. Processing time can vary depending on the payment provider or issuing bank.
Shipping costs for returns
If the return is caused by our shipping mistake, a confirmed defect on arrival or a verified fulfillment issue, we will review the return shipping responsibility with you. If the return is requested for another reason, return shipping may remain the customer's responsibility.
Order cancellation
If you need to cancel an order, contact us as quickly as possible. Orders that have already been processed, packed or shipped may no longer be cancellable in full and may need to follow the normal return review process instead.
Damaged or incorrect delivery
If your parcel arrives damaged or contains the wrong item, please email contact@newhein.com with:
- Your order number
- The product name or product link
- Clear photos of the item and packaging
- A short description of the issue