Returns and Refunds

We offer returns for a refund within 30 days of the original purchase date, subject to the following conditions:

• Full Price & Promotional Items: Eligible for return if they are in original, unworn condition with all New Era tags and stickers attached.
  
• Sale & Outlet Items: Items marked as "Sale" or purchased from our Outlet categories are Final Sale and strictly not eligible for return, exchange, or refund for change of mind.
  
  *Note on Faulty Goods: While we adhere to the Australian Consumer Law for genuinely faulty items, all such returns are subject to a mandatory quality inspection. We do not provide refunds or replacements for items deemed to have been damaged through abnormal use, intentional mistreatment, or improper care.

• Condition & Packaging: Original tags and packaging are mandatory for all returns. Should an item fail our quality inspection due to misuse or intentional damage, eligibility for a refund is immediately forfeited. In these instances, any processed refund will be reclaimed, and the item(s) returned to you.
  
  

We distinguish between temporary marketing events and permanent clearance stock to provide clarity on return eligibility:

• Promotional & Limited Time Offers: Items purchased during a temporary promotion, flash sale, or limited time discount event (e.g., "20% Off Weekend Promo") remain eligible for return under our standard 30-day policy.
• Final Sale (Permanent Markdowns): Any item(s) purchased from our Outlet, Clearance, or "Sale" categories—where the price has been permanently marked down—are strictly not eligible for return, exchange, or refund for change of mind. Please choose carefully before completing your purchase.
• Statutory Rights: In accordance with the Australian Consumer Law, the Final Sale designation does not exclude your right to a remedy if an item(s) is found to be faulty or damaged (subject to the mandatory inspection outlined in Section 6).

To ensure you receive the desired style or size before it sells out, we do not offer direct exchanges. We recommend returning your original item for a refund and placing a new order through our website.

Once your return has been delivered to our warehouse, it will undergo a mandatory quality assessment to ensure it meets our eligibility criteria.

• Inspection Period: Please allow 3–5 business days for our team to inspect your returned item(s) and verify the condition of the packaging and branding.
• Approval Notification: You will be contacted via automated email notification or by our Customer Service team once your return has been processed and either approved or rejected based on the standards outlined in Section 1.
• Fund Settlement: Approved refunds will be issued to the original payment method used at checkout. Depending on your financial institution, please allow an additional 2–5 business days for the funds to appear in your account.
• Provisional Refunds: Note that any provisional credit or automated refund status remains subject to the final physical audit of the item(s). We reserve the right to reverse any refund should the item(s) fail inspection due to misuse or intentional damage.

New Era Australia provides a streamlined returns portal for your convenience.

1. Visit our Returns Portal and enter your order number and email address associated with your order.
2. Alternatively, you can log in online to your account and visit your order history and follow the necessary steps to create your return.
3. Generate and print your return shipping label.
4. Affix the label to your package and drop it off at the designated carrier.
   Note: Return shipping labels are valid for 24 hours after generation. If your label expires, please contact our Customer Service team via the online form.

In accordance with the Australian Consumer Law, goods are classified as faulty only if they are not of satisfactory quality, fit for purpose, or as described.

• Mandatory Physical Audit: Every claim is subject to a rigorous inspection. A remedy will only be issued if our team confirms an inherent manufacturing defect. * Verification of Evidence: To initiate a claim, high-resolution photos must be provided. We reserve the right to reject any claim where AI-generated, digitally altered, or artificially manufactured evidence is detected. Any attempt to use technology to misrepresent the condition of an item(s) will result in the immediate forfeiture of return eligibility.
• Exclusions: Item(s) which are damaged as a result of normal wear and tear; by accident; or through any misuse will not be considered faulty. This includes, but is not limited to: Intentional Damage: Rips or cuts caused by external force or tools. Improper Care: Damage from machine washing, extreme heat, or improper storage.
• Fraudulent Claims: We reserve the right to reject claims where an item(s) was purposely damaged or the defect was artificially manufactured to bypass our Final Sale policy. In such cases, the item(s) will be returned to the sender and no refund will be issued.
• Initial Process: If your item(s) is faulty when you receive it, please contact our Customer Service team with photos of the issue within 30 days of receipt. This preliminary review does not constitute an admission of a fault; final approval is strictly contingent on a physical assessment.

New Era Australia can only process returns for purchases made directly via neweracap.com.au. For items purchased through an authorised retailer, please contact them directly.