When New Darkness Comes Returns Policy
'I have made an order and need to cancel before dispatch'
If you make an order in error and fully complete it on site including payment, then need to cancel before dispatch please email us as soon as possible on wndc@newdarkness.com including your order number (found on your order confirmation emailed to you by us on completion of order). If your order has not been dispatched we will be able to refund the total paid by yourself including delivery costs, please allow up to 14 days for refund to show back in your account, although this is normally much faster. If it is too late to cancel your item (i.e. because it has already been dispatched) then you will need to return your item to us at your own cost.
'I want to return an item to '
Items can be returned providing they are in their original condition and with original packaging, within 14 days of receiving your order. Your return will not be accepted if it arrives at our workshop later than this. Customers are liable for any return shipping costs. Please include your original packing note or a printed copy of your order confirmation email in with the parcel.
Returned items will be checked upon their return and must be in a resalable condition in order for the refund or exchange to be applied. For this reason we ask that you take great care when packaging the items for return, should the items be damaged in transit back to us we will not be able to raise a refund or exchange the items. Should you not have the original packaging that the order was sent in please use other appropriate protective packaging. We strongly advise that you ship returning parcels using a tracked courier service.
'I would like to return an item for something else'
Should you wish to return an item and exchange for a different item the returning item must be received back to us within 7 days of receipt. The returned item must be in original condition in order for re-sale. If packaging is removed or tampered with we will not be able to exchange. Should the original item cost be greater than the new (requested) item cost you will be liable to pay the difference. The buyer is responsible for paying for the returning of the goods to When New Darkness Comes. The buyer is advised to send the return package using a tracked/signed for courier service; The Blackened Teeth are not liable for the returned parcel should it be lost or damaged in transit (package all items up well). The buyer will be sent an invoice for the shipping of the new item; the shipment will be sent upon receipt of payment.
We will aim to process your return within 5 working days of receipt. You will receive an e-mail to confirm your return has been processed and your exchange shipped. The length of time for the new product to be dispatched will depend on what item it is, and how long this takes for us to hand-make.
Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
'I have received a faulty item'
If you receive a faulty item, please accept our sincere apologies for any inconvenience it may cause. Please inform us within 7 days from receipt of the faulty item of its unsuitability. We will refund or exchange any faulty items within 14 days from the date you receive it. We will refund the original postage costs for all faulty items.
'I have received an incorrect item'
If the item you received is not what you originally ordered, please accept our sincere apologies for the inconvenience. We will then advise on how to proceed. Please inform us within 7 days from receipt of the incorrect item that the item is not correct. We will refund or exchange any incorrect items within 30 days from the date you receive it. We will refund the original postage costs for all incorrect items.
Contact Us:
wndc@newdarkness.com
or use the WhatsApp icon on the right for questions.
