Refund policy

Return and Refund Policy

Thank you for shopping with New Routes! We want you to be completely satisfied with your purchase. Please review the information below to understand how returns, refunds, and exchanges work.

1. Returns

We are confident that our products offer excellent quality that exceeds expectations. However, if you wish to return a product, we accept returns under the specific conditions outlined below.

You may request a return within 7 days of receiving your order. Requests made after this period may not be accepted.

If you decide to return an item for a refund, return shipping costs will be your responsibility, unless the item arrived damaged or incorrect. Please ensure the product remains unopened, unused, and in its original packaging.

To begin a return, contact us at smartstartkits@gmail.com with your order number and reason for return. We’ll provide detailed instructions on where to deliver or courier your package.

2. Eligibility for Returns

To qualify for a return, the product must be:

  • Unused and in the same condition as when received
  • In its original packaging
  • Unwashed, undamaged, and unstained

3. Hygiene and Non-Returnable Items

For hygiene and health safety reasons, certain items cannot be returned once opened. These include:

  • Fitted sheets
  • Duvet covers
  • Pillow cases
  • Duvet inners
  • Pillow inners
  • Mattress protectors
  • Towels
  • Bath mat

Unopened items in their original packaging may be eligible for return within 7 days of delivery.

4. Refunds

Once your returned item has been received and inspected, we will notify you via email.
If your return is approved, a refund will be processed to your original payment method within 5–10 business days.

Please note:

  • Original shipping fees are non-refundable.
  • Customers are responsible for return shipping costs, unless the item was damaged or incorrect upon arrival.

5. Exchanges

If your item arrived damaged or you received the wrong product, please email us at smartstartkits@gmail.com within 7 days of delivery.
We will arrange a replacement and cover all related shipping costs.

6. Late or Missing Refunds

If you haven’t received your refund yet, please:

1.    Check your bank account again.

2.    Contact your credit card company — it may take a few days before your refund appears.

3.    If you’ve done all this and still haven’t received your refund, please contact us at smartstartkits@gmail.com.

7. Contact Us

If you have any questions about our Refund and Return Policy, please reach out at:  smartstartkits@gmail.com