Refunds, Returns and Exchanges

PLEASE NOTE THAT WE ARE CURRENTLY DELIVERING THE FESTIVE CHRISTMAS DOLLHOUSE FAMILY WITHIN A GUARANTEED 15 DAYS!

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Your satisfaction is our utmost priority. We not only aim to provide excellent products and great service, but also wish to offer hassle-free refunds, returns and exchanges where necessary. For any enquiries about refunds, returns, and exchanges beyond the information outlined below, you can get in touch any time and we’ll gladly assist.

Order Cancellations

Shortly after orders are placed, they are processed by our store. If you have placed an order, but need to change or cancel it, you must contact us within 24 hours at the very most. This is based on the fact that once the packaging and shipping process has started, an order can no longer be cancelled.

Refunds, Returns & Exchanges

You will be eligible for a full refund in the following cases:

  • You have not received the item/s within the guaranteed time (45 days, not including 2-5 day processing).
  • You have received the wrong item/s.
  • An item has arrived faulty or damaged. In this case, we will require photographic proof and a written description of the problem in order to process your refund.
  • The item delivered is not as presented or described. A refund will require photographic proof and written description of the issue.

All refund requests must be issued within 14 days after receiving the product, or 14 days after the guaranteed period for delivery (45 days). you can do so by sending an email to hello@newdawnkids.com.

We will not issue a refund in the following cases:

  • Your order does not arrive in time due to factors within your control (e.g. providing the wrong shipping address, not picking up the parcel, etc.).
  • Your order does not arrive due to extenuating circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
  • The reason for the refund request is buyer’s remorse or changed circumstances on your side.

If a refund is approved, then it will be processed and applied to your credit card or original method of payment, within a maximum of 5 business days. The funds may only reflect in your account within an additional number of days (this solely depends on your card issuer’s policies and is out of our control).

Please note that all returned items must be in their original packaging, without being worn, washed, damaged, or with any tags removed. Any item which does not meet these criteria, will not be able to be refunded. Upon returning items, we recommend using a tracked delivery in order to make sure the package arrives.

Shipping Costs for Returns, Refunds & Exchanges

If your refund is approved, you will be responsible for paying your own shipping costs for returning an item, and these fees are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

If you wish to exchange an item, we will cover the costs of shipping the original product back, if this item meets the requirements outlined above.

Additional Points to Remember

  • If you have requested a refund but haven’t received it yet, firstly please check with your credit card company, as it may take some time before your refund reflects in your account. If you’ve taken this step and you still have not received your refund yet, please contact us at hello@newdawnkids.com.
  • We want all our customers to be satisfied and leave with a smile. If you’re not satisfied for any reason, you can reach out and we will help you solve the issue. We have kids of our own, we shop online, and we understand common dilemmas and issues. Feel free to consult with us or ask us for assistance, and we will do our very best to help. That’s a promise!