Returns Policy

Returns Policy main image Returns Policy image

We don't have any strict 'no refund' policies or things like that at Newcastle Store. We try to be as fair as possible when arranging returns, repairs or replacements for our valued customers. The policy below will guide our decision making when you contact us for a repair, return, replacement or refund. 

What can be returned

Any product can be returned to us but there are conditions.

Are returns accepted for change of mind or incorrect purchases?

We aren't required to accept returns for a change of mind or in situations where the product doesn't fit or suit your if you made the wrong decision. In these circumstances, we will allow you to return the product to us provided it is in resaleable condition.

Returns to Newcastle Store

You will be charged a restocking fee equal to 15% of the total price of the product plus the shipping cost we paid to get the goods to you. You'll be responsible for shipping the products back to us at your cost.

Returns to our suppliers

Our suppliers charge a higher restocking fee to us and for that reason, we always recommend sending the goods to us. If it is more convenient or affordable to return products to our supplier it would be best to contact us first to determine your costs. 

Faulty Products

You may request a repair, return or replacement in circumstances where a product has a major fault. This is when the item;

  • has a problem that would have stopped someone from buying the item if they had known about it,
  • is unsafe,
  • is significantly different from the sample or description,
  • doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

Alternatively, you can choose to keep the item and we will compensate you for any drop in value.

If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.

Please keep your proof of purchase —e.g. your receipt.

Missing Parts/Components

If your item is missing parts or components that it is meant to come with as listed on the box contents of the items or the inclusions list on the product description or manufacturer's product booklet then we will send those items to you. Nice and simple. 

Return for Credit or Refund

If you need to return a product to us for a refund or credit then we will credit you using the same method you paid us. 

Do I need to return the goods in their original packaging?

Yes, items need to be in a resaleable condition. This means they need to be packed in their original packaging and they need to be packed the same way they were when you received them. The box and any other packaging have to in the same condition it was when you received it. If it's not, contact us and we may be able to work something out. 

Returns freight Costs

All costs for returns shipping and retuns re-shipping replacement of repaired or replacement goods back to the customer are at the customers expense.