OUR RETURNS POLICY

(1) Introduction

We understand that from time to time you may wish to return a product to us.

We have created this 30-day returns policy to enable you to return products to us in appropriate circumstances.

This returns policy applies to customers irrespective of your geographical location.

This policy does not affect any statutory rights you may have (such as consumer rights under the Consumer Protection (Distance Selling) Regulations 2000).

(2) Returns

When you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us where:

(a) we receive the returned product within 30 days following the date of purchase of the product;

(b) the returned product is unused, in its original unopened packaging (with seals intact), and otherwise in a condition enabling us to sell the product as new;

(c) you comply with the returns procedure set out below; and

(d) none of the exclusions set out below apply.

(3) Returns procedure

In order to take advantage of your rights under this returns policy, you must:

(a) For goods ordered through your NewGen Xtra & Aurra Organics Distributor, please contact your Distributor with full details of the order you wish to return;

(b) For all orders placed with us directly, please call or email our customer service department to request a Return Merchandise Authorisation (RMA) number tel 0333 8000412 (international +44 333 8000412) or email cs@newgenxtra.com;

(c) include with the returned order a copy of the original invoice;

(d) safely package the product in a sealed outer box to prevent the product from being damaged in any way;

Products purchased with us, must be returned directly to us under this policy, sent by recorded delivery to. First, please contact us and we will provide you with a Return Merchant Authorisation  number and we will provide you with our returns address which is closest to your geographical region.

You will be responsible for paying postage costs associated with returns under this policy. For products purchased from a Distributor, please contact your Distributor directly for their returns address.

(4) Exclusions

The following kinds of products may not be returned under this policy:

(a) any literature or merchandise made to your specification, for example branded clothing;

(b) any literature or merchandise made to order;

(c) any literature or merchandise personalised or adapted for you;

(d) gift vouchers, party plan credits, hostess gifts.

(e) products not in a resalable condition

(f) products purchased more than 30 days ago

(5) Refunds

We will give you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy (excluding the original delivery charges and excluding the costs of returning the product to us).

We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we received your returned product.

(6) Improper returns

Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):

(a) we will not refund or exchange the product;

(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

(7) Contact details

Our customer service department to request a Return Merchandise Authorisation (RMA) number is tel 0333 8000412 (international +44 333 8000412), our email address is cs@newgenxtra.com