Refund policy

At New Hey Dude, we want every purchase to feel simple and worry-free. If your order isn’t quite right, our return and exchange process is designed to make your next step clear.

Important: Returns are accepted within 30 days of delivery. Please review the requirements below before sending an item back.

1. Return Eligibility

You may request a return within 30 days of receiving your order.

To be eligible for a return, items should:

Be returned within the 30-day return period.
Be unused and in their original condition.
Include the original packaging and product accessories, when applicable.
Be suitable for resale and free from damage caused after delivery.

For footwear, we recommend trying shoes indoors on a clean surface to confirm the size and fit before wearing them outside.

2. How to Start a Return

Please follow these steps:

Step 1 — Contact Customer Service
Email service@newheydude.shop with your order number and the reason for your return or exchange.

Step 2 — Receive Return Instructions
Our customer service team will review your request and provide the return instructions.

Step 3 — Prepare Your Package
Pack the item securely, preferably using the original packaging, to help prevent damage during transit.

Step 4 — Send the Item Back
Ship the package according to the return instructions provided by our customer service team.

Step 5 — Return Processing
Once we receive your returned item, it will be inspected and processed within 4–7 days.

3. Refunds

Once your return has been received and approved, your refund will be issued to the original payment method.

We accept:

Visa
MasterCard

Please allow 2–3 weeks for the refund to appear in your account after processing. The exact timing depends on your card issuer and financial institution.

Refund Timing: Return processing takes 4–7 days, followed by 2–3 weeks for the refund to reach your account.

4. Exchanges

If you need a different size, style, or eligible replacement, please contact us at service@newheydude.shop within 30 days of delivery.

Exchange requests are subject to product availability.

After we receive the returned item, exchanges will be processed within 4–7 days. If the requested replacement is unavailable, we may issue a refund to your original payment method instead.

5. Return Shipping Costs

Unless otherwise agreed by our customer service team, return shipping costs are the customer's responsibility.

We recommend using a trackable shipping service and keeping your shipping receipt until the return has been completed.

Original shipping charges are generally non-refundable unless the return is related to an error on our part or another issue approved by customer service.

6. Damaged, Incorrect, or Defective Items

We understand that receiving an incorrect or damaged item can be frustrating.

If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible at service@newheydude.shop with:

Your order number
A description of the issue
Clear photos of the item and packaging, if applicable

Our team will review the situation and provide the appropriate next steps.

7. Non-Returnable Items & Exceptions

Returns may not be accepted when:

The item is returned after the 30-day return period.
The item has been substantially worn, damaged, altered, or used improperly.
The item is missing essential original packaging or accessories where these are required for return.
The product has damage caused by misuse, accidents, or normal wear and tear.
The return does not meet the applicable eligibility requirements.

Certain products may have additional return conditions. If you are unsure whether your item qualifies, please contact us before shipping it back.

8. Order Processing & Shipping

Orders are generally processed within 4–7 days.

We currently offer the following shipping options:

Shipping Method	Delivery Time	Shipping Fee
DHL / FedEx Standard	7–14 days	$12.95
EMS Free Shipping	12–24 days	Free on orders over $50

Delivery times are estimates and may vary depending on the destination, carrier conditions, customs processing, or other circumstances beyond our control.

9. Shipping Coverage

We ship internationally to global destinations excluding Asia and remote areas.

Some destinations may have additional delivery restrictions. If you are unsure whether we can deliver to your location, please contact our customer service team before placing your order.