Returns Policy

  1. 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.
  1. 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 2 months of the invoice date. Returns will not be accepted beyond 2 months.
  1. 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-despatch, 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.
  1. Errors made by clients when placing their order can be returned if reported within 7 days and products are unopened. Goods must arrive in re-saleable condition. Return freight will be at customer's expense. Returns after 7 days incur a 20% Restocking Fee which covers costs of time and labour involved with returning goods to the warehouse.
  1. 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.