Return & refund policy

We are committed to providing high-quality products and customer satisfaction. Please read our returns and refund policy carefully to understand your rights and obligations.

1. Eligibility for Returns
   
   - Time Frame: Returns must be initiated within 30 days from the date of delivery.
   
   - Condition: Products must be unused, undamaged, and in their original packaging. Any seals must be intact.
   
   - Proof of Purchase: A valid proof of purchase, such as a receipt or order confirmation, is required for all returns.

2. Non-Returnable Items
   
   - Products marked as "Final Sale" or "Non-Returnable" on the product page.
   
   - Used or altered products.
   
   - Products without original packaging or with damaged packaging.
   
   - Custom-made or personalised products.

3. Return Process
   
   - Initiate Return: Contact our customer service team at info@newfoundland.io to initiate a return. Provide your order number, reason for return, and any supporting documentation or images.
   
   - Return Authorisation: Once your return request is approved, you will receive instructions on how to return your goods. You will be required to send your item(s) to the following address.
   
   Newfoundland Diagnostics
   Unit 4 - J2 Business Park
   Crowle
   DN17 4DD
   
   Please note that items sent back to us without first requesting a return will not be accepted.
   
   Packaging: Securely pack the item in its original packaging, including all accessories, manuals, and documentation. Please include your name and order number.
   
   

4. Return Shipping Costs
   
   - Customers are responsible for covering the cost of return shipping.
   
   - We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
   
   

5. Inspection and Refund
   
   - Inspection: Upon receiving the returned item, we will inspect it to ensure it meets our return conditions. If the item is not eligible for return, we will notify you and arrange to ship the item back at your expense.
   
   - Refund: If the return is approved, we will process a refund to your original payment method within 7-10 business days. The original shipping cost is non-refundable.
   

6. Damaged or Defective Items
   
   - If you receive a damaged or defective item, please contact our customer service team within 5 days of delivery. Provide your order number, a description of the issue, and any supporting photos or videos.
   
   - We will arrange for a replacement or issue a full refund, including return shipping costs, for damaged or defective items.

7. Exchanges
   
   - We do not offer direct exchanges. If you need a different product, please return the original item for a refund and place a new order.
   
   

8. Address Correction Process:
   
   - If the customer realises the error immediately after placing the order, they should contact our customer service team as soon as possible.
   
   - Shipping fees are non-refundable if an order is returned due to an incorrect address provided by the customer.
   
   

9. Contact Information
   
   For any questions or concerns regarding returns and refunds, please contact our customer service team on info@newfoundland.io
   
   

10. Policy Changes
    

- Newfoundland Diagnostics LTD reserves the right to modify this returns and refund policy at any time. Any changes will be posted on our website, and the revised policy will apply to all purchases made after the effective date of the change.

European Union 14-day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.