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Returns And Exchanges

Returns And Exchanges

Does New Milky Way guarantee its product?

Of course! We're 100% committed to making you happy. Each case is hand checked by a member of Team New Milky Way before it goes out the door to ensure you get the best! While we make every effort to ensure your case arrives in perfect condition, sometimes things could happen. If you discover a fault with the item(s) you have received, please take pictures of the defect and contact us right away. We will work with you to guarantee your satisfaction.

Should you wish to return your item(s), please kindly email us with the reason of return, within 10 days from receiving your order (according to the delivery date on the tracking record, if applicable).

Customized products are your unique creative expressions. Returns on customized item(s) for reasons other than New Milky Way error will be subject to a 50% processing fee on the refund amount (after adjustment of discount/shipping, if required). Shipping fee is non-refundable.

To request further instructions on how to return your order, please email us at support@newmilkyway.net 

Returns without prior communication with us will not be acceptedOnline orders cannot be returned to our retail store(s), and vice versa.

However, if Cash on Delivery is selected as the payment method, only return for exchange or store credits will be allowed.

Returns made will be refunded in your original form of payment. If the payment was made using credit / debit card or bank account, there might be a lead time required by PayPal (our credit card settlement service provider) to set up the credit transaction with your bank.

Please note that customers are responsible for all the fees involved for returning items. Return packages remain the responsibility of the customer until it is received by our team. Therefore, it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package.

Please be advised that shipping fee and express shipping fee are non-refundable. Any discounts that were applied with a minimum purchase requirement may not be applicable after a removal of product(s) in an order. For discounts that are applicable on second/subsequent item, the discount will be revoked on partial return of the order, and the unreturned item will be charged in original price. Shipping fee may also be applied.

All purchases of items from the Archive Collection, Outlet, Sale Collection are final and no refund/return would be granted under any circumstances. Unauthorized returns will be discarded.

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