RETURNS & REFUNDS

At New Era Cap Company Ltd, we’re committed to providing premium products and great service. If you’re not completely satisfied with your purchase, you can return any unworn and unlaundered item within 30 days of purchase for a full refund.

All returns must be registered through our official ReBOUND portal. Returns sent outside this process cannot be accepted or refunded.

Start your return with ReBOUND

Your Legal Right to Cancel (14-Day Cooling-Off Period)

When you buy from us online, you have a legal right to cancel your order and receive a full refund within 14 calendar days of the day you (or someone you nominate) receive your products. You don’t need to give us a reason.

How to cancel: Let us know within those 14 calendar days by:

  • emailing us at customer.care@neweracap.com with your name, order number and a clear statement that you wish to cancel;
  • calling us on +44 1908 410435;
  • writing to us at New Era Cap Company Limited, 1st Floor East, Cbx 2, Midsummer Boulevard, Milton Keynes, MK9 2EA; or
  • completing and sending us the Model Cancellation Form in our Terms of Sale (you don’t have to use this form - any clear written notice will do).

Your cancellation takes effect from the date you send your notice to us, not the date we receive it.

Returning your items: Once you’ve told us you want to cancel, you have a further 14 calendar days to return the products to us. Please register your return through our ReBOUND portal (found here: https://new-era-cap.myreturnsportal.com/search-order before sending anything back. Returns sent outside this process cannot be tracked or processed; however, this does not affect your statutory rights. Where possible, please return items in their original packaging. If you’re unable to use the portal for any reason, just contact us at customer.care@neweracap.com and we’ll help you.

Refund: We’ll refund the price you paid for the products, including the standard outbound delivery charge, within 14 calendar days of us receiving your return or, if earlier, the day you provide us with proof that you’ve sent it back (for example, a proof of postage receipt). If you chose a premium or express delivery option, we’ll refund the equivalent standard delivery cost only. We’ll always refund you using the same payment method you used to place your order, unless you’ve agreed otherwise.
We may reduce the refund amount if the products show signs of handling beyond what’s reasonably necessary to check them - similar to how you might inspect them in a shop.

Exceptions: The right to cancel does not apply to -

  • products made to your personal specification or clearly personalised; and
  • sealed products which are not suitable for return due to health protection or hygiene reasons, where they have been unsealed after delivery.


For full details of your cancellation rights, see our Terms of Sale.


Change of Mind Returns (30-Day Goodwill Policy)
On top of your legal cancellation right, we offer a 30-day goodwill returns window. You can return any unworn and unlaundered item within 30 calendar days of the date of delivery for a refund of the product price.

Goodwill returns are subject to the item being in original, saleable condition with tags attached. We reserve the right to refuse a goodwill return where an item has been worn, washed or damaged. Outbound delivery charges are not refunded for goodwill returns (unlike statutory cancellations). We aim to process goodwill return refunds within 28 calendar days of receiving your items back.

To make a goodwill return, please register through our ReBOUND portal, found here: https://new-era-cap.myreturnsportal.com/search-order. The return cost arrangements set out below apply equally to goodwill returns. Returns sent outside the ReBOUND portal cannot be tracked or processed; however, this does not affect your statutory rights set out elsewhere in these terms. If you're unable to use the portal for any reason, contact us at customer.care@neweracap.com.

This goodwill policy is in addition to and does not affect your statutory rights.

Refund Timeframe

Once your return has been received and processed, refunds can take up to 28 days to complete. Most refunds are processed within 14 working days, but please allow up to 28 days during busy periods. Postage charges are refunded only if the item was sent in error or is damaged or defective.

Free Returns Regions

We offer free returns through ReBOUND in the following regions:

  • United Kingdom
  • Germany
  • France
  • Italy 
  • Spain (excluding Balearic & Canary Islands)


If you are located in one of these regions, you can start your free return online via the ReBOUND portal.

Self-Post Returns
For the countries listed below, we currently offer a Self-Post return option only. You must first register your return through the ReBOUND portal (found here: https://new-era-cap.myreturnsportal.com/search-order) to receive a ReBOUND reference - returns sent without one cannot be processed. After registering, follow the Self-Post instructions provided. You’ll be responsible for the postage costs and must keep valid proof of posting and tracking details.
Self-Post only countries: Albania, Andorra, Bosnia-Herzegovina, Cyprus, Gibraltar, Isle of Man, Liechtenstein, Malta, Moldova, Monaco, Montenegro, Norway, San Marino, Serbia, Switzerland.

Other Regions
If your country isn’t listed above, standard return shipping charges will apply. Follow the instructions in the ReBOUND portal (found here: https://new-era-cap.myreturnsportal.com/search-order) to complete your return.

Faulty or incorrect items: We’ll always cover the cost of returning a faulty or incorrect item to us - see below.

Faulty, Damaged or Incorrect Items
We’re legally required to supply products that match their description and are of satisfactory quality. If something isn’t right with your order, your rights depend on how long you've had the item:

  • Within 30 calendar days of delivery: You can return it for a full refund.
  • Within 6 months of delivery: You can ask us to repair or replace it. If we can’t do that within a reasonable time and without significant inconvenience to you, you’re entitled to a price reduction or a full refund.
  • After 6 months of delivery: You may still have rights to a repair, replacement, price reduction or refund, though you may need to demonstrate that the defect existed at the time of delivery.


If you think your item is faulty, damaged or incorrect, please contact our Customer Service Team before returning it. We may ask you to provide photos of the issue so we can review and confirm the fault. Once we’ve done that, we’ll confirm the next steps. We’ll cover the standard delivery costs of returning any faulty or incorrect item to us, and we’ll refund the product price and any outbound delivery charges you paid. Refunds for faulty products will be processed within 14 calendar days of us confirming that a refund is due.

For full details of your legal rights in relation to faulty products, see our Terms of Sale.

Refund Timeframes - Summary

Return type

Refund processed within

Statutory cancellation (14-day right)

14 calendar days of receipt of return or proof of posting

Goodwill return (30-day change of mind)

28 calendar days of receipt of return

Faulty, damaged or incorrect item

14 calendar days of us confirming the refund

 

Can I Exchange an Item?
We currently don’t offer exchanges. Please return your item for a refund and place a new order for the product you’d like instead.

Do I Need the Original Packaging?
Where possible, please return your item in its original packaging to help us process it efficiently.

About Your Refund Tracking
When your tracking shows “delivered”, it means your parcel has reached our returns hub. It will still need to be received, checked and processed before a refund can be issued. Please allow the relevant timeframe above from the date you drop off your parcel. We’re unable to manually issue or speed up refunds before this time.

If You Bought from Another Retailer
If your item was purchased from another retailer, please contact them directly to arrange your return. This policy applies to purchases made directly through our website only.

Need Help?
If you have any questions about your return, please contact our Customer Service Team. We’re available Monday to Friday, 7.30am–4.30pm (UK GMT), and happy to help.

  • Email: customer.care@neweracap.com
  • Telephone: +44 1908 410435
  • Post: New Era Cap Company Limited, 1st Floor East, Cbx 2, Midsummer Boulevard, Milton Keynes, MK9 2EA

 

This Returns Policy was last updated on 09/06/26 and forms part of our Terms of Sale. Nothing in this policy affects your statutory rights as a consumer.