Any discrepancies must be reported within 7 days of receiving your order. It is important to note the name of your Sales Consultant who has dealt with your return. Any discrepancies with your order will be logged in our system for quick reference so that we can better manage your account. No returns or exchange will be allowed after 7 days from receipt of your order.
Any problems reported after 7 days which are not the fault of New Directions will incur a 20% re-stocking fee. If a return or refund is necessary, this must fall within 60 days of the invoice date. Returns will not be accepted beyond 60 days.
It may be necessary for clients to return goods by Australia Post, in which case, reimbursement of return freight costs will be included in refund/credit (only if the error is on New Directions behalf). International returns can also be accepted for being faulty, damaged, or exchanged. Please ensure full tracking details (airway bill or tracking number) are provided in order to monitor the speed of the parcel being sent back.
If an error has been made by New Directions with regards to a written order, either invoicing or packing, we will gladly pay for return shipment. If customer requires urgent re-dispatch, it will be necessary to pay for goods at the time the re-order is lodged, which will then be credited/refunded when we receive the returned goods.
Errors made by clients when placing their order can be returned if reported within 7 days and products are unopened. This will incur the 20% restocking fee. This includes change of mind returns also. Goods must arrive in re-saleable condition. Return freight will be at customer's expense. 20% Restocking Fee covers costs of time and labour involved with returning goods to the warehouse.
Goods must be re-packed carefully for return and the package must include a letter identifying your invoice number, name, contact information as well as why the goods are being returned. Whether you require a credit or a replacement, it is extremely important to provide as much detail as possible about what you are returning so that the return can be processed accurately & promptly.
All goods/products must be unused when returned to New Directions in order to qualify for a credit or refund.
We do not accept cancellations and returns for change of mind on indent items.