Refund policy
Thank you for shopping at Newtown Records. Please review our return and refund policy below.
Returns & Exchanges
Returns and exchanges are accepted within 30 days of receiving your order.
The following policy applies to customers residing in the European Union (EU) only. Returns and exchanges are accepted unconditionally within 14 days of receiving your order.
Eligible for Return
- The item has a manufacturing defect or was damaged during shipping
- You received an item different from what you ordered
This policy does not apply to customers residing in the European Union (EU).
Not Eligible for Return
- Returns due to customer preference (e.g., item did not meet expectations, ordered by mistake)
- Opened or used items
- Items returned more than 31 days after delivery
- Damage or soiling caused by customer mishandling
The following policy applies to customers residing in the European Union (EU) only.
- Items returned more than 15 days after delivery
Return Process
- Contact us at moto_n@new-town.tokyo with the subject line "Return Request"
- Please provide your order number, reason for return, and photos (if damaged)
- We will provide instructions on how to return the item and the shipping address
- Refunds will be processed within 5–10 business days after we receive and inspect the returned item
Return Shipping Costs
- If the return is due to our error (defect or wrong item sent): We will cover the shipping cost
- If the return is due to customer preference: The customer is responsible for shipping costs
Refund Method
Refunds will be issued to your original payment method. Please note that credit card refunds may take 1–2 months to be reflected on your statement.