Refund policy
Refund & Returns Policy
30-Day Returns
We want you to shop with confidence. If you're not completely satisfied with your purchase, you may request a return within 30 days of receiving your order.
Eligibility for Returns
To be eligible for a return, your item must:
- Be returned within 30 days of delivery
- Be unused and in its original condition
- Include all original packaging, accessories and documentation
- Be accompanied by proof of purchase
Please take reasonable care of the product while it is in your possession. Returns may be refused or subject to a deduction if the item has been used beyond what is reasonably necessary to inspect it.
How to Request a Return
To request a return, please contact our customer support team before sending your item back.
Email: support@newbimove.co.uk
Please include:
- Your order number
- Your name
- The reason for the return
- Photographs if the item is damaged or faulty
We'll review your request and provide full return instructions.
Return Shipping Costs
Non-Faulty Returns
If you change your mind or no longer require the product, you are responsible for the cost of returning it.
Return shipping costs vary depending on the size of the product and your location. We'll advise you of the expected return cost before the return is arranged.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, develops a manufacturing fault within the applicable warranty period, or you receive the wrong item, Newbi Move will arrange or reimburse the reasonable return shipping costs, provided the issue is confirmed.
Please contact us before returning the item so we can arrange the appropriate solution.
Refunds
Once your returned item has been received and inspected, we'll notify you of the outcome.
If your return is approved, your refund will be issued to your original payment method within 14 days.
Depending on your payment provider, it may take a few additional working days for the funds to appear in your account.
Deductions
If a returned item shows signs of use beyond what is reasonably necessary to inspect it, we may make a deduction from your refund to reflect any loss in value, in accordance with UK consumer legislation.
Non-Returnable Items
The following items cannot normally be returned unless they are faulty:
- Custom-made or personalised products
- Hygiene-sensitive items once opened or used
- Batteries that have been used, activated or damaged through misuse
This does not affect your statutory rights where goods are faulty or not as described.
Damaged, Faulty or Incorrect Orders
Please inspect your order as soon as it arrives.
If your item is:
- Damaged during delivery
- Faulty
- Missing parts
- Incorrect
Please contact us as soon as possible so we can resolve the issue quickly.
Where possible, please include photographs to help us assess the problem.
Contact Newbi Move
If you have any questions regarding returns or refunds, our team is here to help.
Newbi Move
Operated by Newbi Ltd
Company Number: 12523387
📧 support@newbimove.co.uk
📞 +44 7990 162 768
This Refund & Returns Policy is provided in addition to your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.