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Policy, NEW SPA Skin Care Collection





Policies

We at NEW SPA are very thankful to you for considering to purchase our product. We would like to make sure that you enjoy your new skin care device and will have great results as many other of our customers who have purchased this product in the past.

Please, review our policies prior to placing your order.  In case you have any questions, please do not hesitate to contact us at (850) 273-6141. Our office hours are Monday - Friday from 9:00a.m. to 5:00p.m. Eastern Time. Our Customer Service executive will be there at your service.

We will always make sure you have a positive shopping experience and will serve you at our best.

POLICIES AND RETURNS
INDEX

1) Shipping, tracking the package and signature confirmation
2) Unclaimed packages and returns due to the incorrect address
3) International customers using "forwarder's" services
4) International shipping customs duties and taxes for international orders
5) Limitations for International orders
6) NEW SPA collection tax information
7) Defective items return policy
8) Returns of damaged goods policy
9) Wrong item shipped
10) No longer needed/wanted items
11) Exchanges
12) Customer satisfaction returns
13) Warranty
14) Refunds

 

1. SHIPPING, TRACKING THE PACKAGE AND SIGNATURE CONFIRMATION

Our handling time is 4 working days unless the stated in the item description, but we would do our best to ship your order to you as soon as possible.

By the time the package is being shipped you will receive a shipping notification with a tracking number and a notice in case your package was shipped with a signature confirmation service.
 
Our shipping is by USPS Parcel Post service through the Post Office. Delivery time varies from 2-10 days depending on your location. For an additional cost we can ship your item by whatever means you prefer. All our items are shipped with delivery confirmation slip which allows us and you to track your item easily.

Please, track your package by its number at USPS web site, rather than Amazon system, as it reflect the package progress more accurate.

In case you did not receive your package in the estimated timeframe, please contact our Customer Service right away. We will investigate the shipping issue ASAP and will assist you with the package receipt.

Due to high instances of package's loss, some areas require a mandatory signature for USPS package delivery (apartment complexes, business complexes, large cities as NY, Chicago, Miami, etc.). In this case you will receive a note that your order was shipped with a signature confirmation.

If you request that your package be left without a signature then you also agree to release NEW SPA from any and all liability if your package is lost or stolen. In this case it is important to note that the customer assumes all responsibility for the package once scanned "delivered" by the United States Postal Service. We cannot be held responsible for any lost or theft of a package after it has been scanned "delivered" by the USPS.  

In case you will choose this option, please contact our Customer Service and indicate this option. Without your release, the package will be shipped as stated above.
We appreciate your understanding in this matter. The signature confirmation option will protect you from a hassle to deal with the Post Office in case the package would "disappear" from your mail box.

2. UNCLAIMED PACKAGES AND RETURNS DUE TO THE INCORRECT ADDRESS

Please be sure the shipping address entered is correct. Packages returned to us by USPS and marked "unclaimed", or "undeliverable" due to customer error or failure to claim the package will not be re-shipped. In these cases the original purchase price, less any shipping charges, will be promptly refunded.  

In this case you will receive a notification that states the reason for a return and refund notice.

3. INTERNATIONAL CUSTOMERS USING "FORWARDER'S" SERVICES

Using a freight forwarder to ship items internationally may result in complications not covered by our policy.

If a freight forwarder is used, the following terms will apply:

NEW SPA won't be responsible for damage or loss that occurs to goods after they're delivered to the freight forwarder. This means that NEW SPA isn't able to provide a replacement of, or refund for, any goods delivered to a freight forwarder. You should instruct freight forwarders to refuse goods that arrive damaged, and goods lost after being received by the freight forwarder will be your responsibility.
You (or the freight forwarder if you so designate) become the exporter of the goods and are solely responsible for compliance with all export and import regulations, including all U.S. export regulations and the import regulations of the destination country.

Products exported by you through a freight forwarder may be returned to NEW SPA, provided that you are responsible for all the costs associated with returning the goods to the U.S.

4. INTERNATIONAL SHIPPING CUSTOMS DUTIES AND TAXES


The recipient of the package (you) is the importer of record and must comply with all laws and regulations of the destination country. Orders shipped outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and can't predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.


5. LIMITATIONS FOR INTERNATIONAL ORDERS


For products shipped internationally, please note that any manufacturer warranty may not be valid; manufacturer service options may not be available; product manuals, instructions and safety warnings may not be in destination country languages; the products (and accompanying materials) may not be designed in accordance with destination country standards, specifications, and labeling requirements; and the products may not conform to destination country voltage and other electrical standards (requiring use of an adapter or converter if appropriate). You are responsible for assuring that the product can be lawfully imported to the destination country.

6. NEW SPA COLLECTION TAX INFORMATION


Sales tax is not separately calculated and collected in connection with items ordered from NEW SPA unless explicitly indicated as such in the ordering process. Items may be subject to tax in certain states, based on the state to which the order is shipped. If an item is subject to sales tax, in accordance with state tax laws, the tax is generally calculated on the total selling price of each individual item, excluding shipping and handling charges, less any applicable discounts. If tax is separately calculated and collected in connection with items ordered, the tax amounts that appear during the ordering process are estimated - the actual taxes that will be charged to your credit card will be calculated at the time your order is processed and will appear in your order confirmation notification.

 RETURNS

7. DEFECTIVE ITEM POLICY

A defective item means that the manufacturer is at fault.  We make it our priority to take care of any and all defective items when it is determined to be a manufacturer’s defect.  We will replace the product at no additional cost to the customer in an expeditious manner.

Please note: 
  As part of our return process, upon receipt of an authorized return, should the returned item be found to be in proper working condition a 25% restocking fee will be applied in case of a refund or it will be shipped back to you “as is”.

If you believe your device is defective please contact our Customer Service representatives and they will be happy to assist you.   If it is determined that your device needs repair or replacement, our customer service representatives will provide you with the necessary information regarding the warranty replacement or repair process.

In such cases where you may not be sure if the device is actually working due to its specifics (micro-current and galvanic current have no visible signs of operation) you can request a return for your item to be tested.   We would also be happy to explain to you how you may, on your own, test and verify the operation of the device.  We would be happy to provide you the test results so you can use your skin care device with confidence.

Our warranty department is equipped with all necessary electronic measuring equipment that allows us to verify voltage, current, temperature, oscillation rate, etc.

Please contact our Customer Service if you have any questions about the devices or their use. We would be happy to help.

Who pays original and return shipping for defective item?


If a return is needed as a result of an item having manufacturer's defect we will pay all shipping charges - both to have your item sent back to us, and to send you a replacement item.  In many cases we will ship a factory-fresh product in advance to so you can start to use your skin care device without any delays! 

8. RETURNS OF DAMAGED GOODS POLICY

A damaged item means that it may have been damaged either during shipping or while stored in a warehouse.  This includes any internal or external damage that may have occurred due to mishandling.

While the majority of our packages are marked “Fragile” rough handling by shipping clerks once the item has left our warehouse in not uncommon.   Please contact our customer service within 24 hours after receipt, if possible, should your device has any visible signs of damage or does not operate.   We will make it our priority not only to send you a return shipping label but a replacement as quickly as possible.

Refuse shipment
– If the package arrives damaged, wet, opened, bearing any USPS “damage” tape or any other visible signs of mishandling we ask that you refuse the package and request the postal clerk to return the package to the sender.  By doing this there will be an electronic notification that will allow us to file a claim easily with the carrier and at the same time allow for a replacement to be shipped to the customer.  Please contact our Customer Service and let us know that the package was refused and for what reason.

Who pays original and return shipping for damaged item?

If a return is needed as a result of being damaged we will pay all shipping charges - both to have your item sent back to us, and to send you a replacement item.  In many cases we will ship a factory-fresh product in advance to so you can start to use your skin care device without any delays! 

9. WRONG ITEM SHIPPED

Even the best of companies make mistakes.   Should you receive an item you did not order, please contact us right away and we will immediately ship you the correct item together with a prepaid return shipping label.   If the enclosed invoice is not yours as well we would appreciate, at the time of contact, if you to supply us with the order number that is on this invoice so that we may contact that person and inform them of the mistake as well.

10.  NO LONGER NEEDED/WANTED ITEMS


We understand that circumstances might change and by the time of package arrival you may not need it any more. In this case we have no problems to accept the item for a full refund.

Unopened and unused items are accepted for a refund during 45 days starting from the item’s acceptance.

Who pays original and return shipping?


In the case of an outright return for refund, we refund the full purchase price of the product, but you are responsible for return shipping on the product you are returning and we do not credit the original shipping charges toward your order.

11. EXCHANGES

Sometimes the item you received is not what you expected or you ordered a wrong item variation by mistake. Should you find yourself in either one of these situations, please contact our Customer Service right away and we will make every effort to exchange the item you received for the item you wish.  We only ask that you do not use the item you are wanting to exchange.

Who pays return and replacement shipping?

Customers who are returning an unused item for exchange will be responsible for all return shipping expenses.  We will ship, at our expense, the replacement item.

12. CUSTOMER SATISFACTION RETURNS

In case you test the item and you are not satisfied with it for any reason other than the items found to be defective you may return the item for a refund.

Unopened and unused items are accepted for a full refund during 45 days.

Some items can’t be returned after using them, for example opened cosmetics or items that come in direct contact with the body and cannot be shared due to hygiene standards – personal use items. Please refer to the list of the items not accepted for returns below. Please contact us to discuss the conditions of your return as in most cases we will do our best to accommodate all requests.

As a courtesy to our customers we still accept eligible items the returns if the item was used. In most cases 25% restocking fee is applied to such returns. Please understand that many of our products are considered  "personal use"  items and not resalable by law. Those items are being sent back to the factory to be used as spare parts. All parts that come in contact with a person’s skin are disposed.

In case the item did not work for you, the return window for such returns is 10 business days.

NOTE: We make every effort to ensure that we accurately represent the product and its potential to improve skin conditions. The treatment protocol described in our manuals is based on scientific evidence and estimates of what we think you can possibly achieve.  No refund requests will be entertained for treatment failures as no skin care specialist can guarantee that a particular treatment will work for you. Not all skin conditions respond to all treatments. If for any reason you are not satisfied with the treatment results, please contact us to request a follow up consultation with our skin care professional.

Please, keep in mind, that testimonials are only reported results, which do apply to the individual purchaser, but are not intended to represent or guarantee that anyone will (or will not) achieve the same or similar results.

There is no guarantee that you will experience the same results and you accept the risk that the results may differ individually.

 

Item

Eligible for a return other than warranty

Refund

Explanation

Opened cosmetics

NO

Not refundable

Opened cosmetic products are considered consumable goods. Dischargeable.

Used diamond tips, microneedle rollers

NO

Not refundable

Come in direct contact with a skin as a microdermabrasion tool. Dischargeable.

Worn Slimming suit

NO

Not refundable

Considered wearable item that comes in direct contact with the skin and human sweat. Dischargeable.

Individual brushes, sponges, gauze masks, headbands

NO

Not refundable

Personal use items. Dischargeable.


Who pays original and return shipping?

In the case of an outright return for refund, we refund the purchase price of the product minus re-stocking fee, but you are responsible for return shipping on the product you are returning and we do not credit the original shipping charges toward your order.

13. WARRANTY

Product

Warranty

Microneedle rollers

30 days

Slimming suits

90 days

Face massagers, high frequency devices

6 months

Skin examination tools (moisture analysers and cameras)

6 months

Microdermabrasion machines (excluding accessories)

12 months


The warranty obligations of NEW SPA for products are limited to the terms set forth below:

Covered Issues:

This limited warranty covers defects in materials and workmanship in the product. This warranty only applies to the original purchaser of the product, and only to products purchased and used in the United States of America.

Not Covered:

This limited warranty does not cover any damage, deterioration or malfunction resulting from any alteration, modification, improper or unreasonable use, or maintenance, misuse, abuse, accident, neglect, exposure to excess moisture, fire, improper packing and shipping (such claims must be presented to the carrier), lightning, power surges, or other acts of nature.

This limited warranty does not cover any damage, deterioration or malfunction resulting from the installation or removal of this product from any installation, any unauthorized tampering with this product, any repairs attempted by anyone unauthorized by NEW SPA to make such repairs, Commercial Use, or any other cause which does not relate directly to a defect in materials and/or workmanship of this product. This limited warranty does not cover cartons, equipment enclosures, cables or accessories used in conjunction with this product.

Warranty Period:


Warranty period varies from  30 days to 12 months (depending on the type of the product) from the date of original purchase of this product. Return shipping, after warranty repair and during the warranty period shall be the responsibility of NEW SPA when the return has been determined to be a warranty issue.

Who is covered:


Only the original purchaser of this product is covered under this limited warranty. This limited warranty is not transferable to subsequent purchasers or owners of this product.

NEW SPA Remedies:


NEW SPA will, at its sole option, provide one of the following three remedies to whatever extent it shall deem necessary to satisfy a proper claim under this limited warranty:
1.    Elect to repair or facilitate the repair of any defective parts within a reasonable period of time, free of any charge for the necessary parts and labor to complete the repair and restore this product to its proper operating condition.
2.    Replace this product with a direct replacement or with a similar product deemed by NEW SPA to perform substantially the same function as the original product.
3.    Issue a refund of the original purchase price less depreciation to be determined based on the age of the product at the time remedy is sought under this limited warranty.

This limited warranty extends to repaired and replacement products and components only through the end of the original limited warranty period.

Consumer Liability:


Covered products must be returned to NEW SPA or to the authorized dealer from which it was purchased. The item must be returned at purchaser’s expense to include all shipping, tracking and insurance cost. The value of the insurance should be of equal to or greater than the original purchase price of the item being returned for warranty. Customer is responsible to ensure that the item is packed securely and properly to prevent damage during shipping. In the event the item is lost or damaged during shipping and the customer has failed to follow the guidelines stated above, NEW SPA will in no way be responsible for this loss and/or damages due to customer’s actions.
 
Remedy under Limited Warranty:

To obtain a remedy under this limited warranty, you should contact NEW SPA directly.

Please visit our web site at: //www.new-spa.us/warranty and fill a warranty return form for your product.

In order to pursue any remedy under this limited warranty you must possess the original dated receipt. A copy of this receipt must be included with the returned product along with a detailed description as to what the warranty issues are.

Limitation on Liability: THE MAXIMUM LIABILITY OF NEW SPA UNDER THIS LIMITED WARRANTY SHALL NOT EXCEED THE ACTUAL PURCHASE PRICE PAID FOR THE PRODUCT. TO THE MAXIMUM EXTENT PERMITTED BY LAW. NEW SPA IS NOT RESPONSIBLE FOR DIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES RESULTING FROM ANY BREACH OF WARRANTY OR CONDITION, OR UNDER ANY OTHER LEGAL THEORY.

Some countries, districts or states do not allow the exclusion or limitation of relief, special, incidental, consequential or indirect damages, or the limitation of liability to specified amounts, so the above limitations or exclusions may not apply to you.

Exclusive Remedy: TO THE MAXIMUM EXTENT PERMITTED BY LAW, THIS LIMITED WARRANTY AND THE REMEDIES SET FORTH ABOVE ARE EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES, REMEDIES AND CONDITIONS, WHETHER ORAL OR WRITTEN, EXPRESS OR IMPLIED. TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEW SPA SPECIFICALLY DISCLAIMS ANY AND ALL IMPLIED WARRANTIES, INCLUDING, WITHOUT LIMITATION, WARRANTIES OF MERCHANTABILITY AND FITNESSFOR A PARTICULAR PURPOSE. IF NEW SPA CANNOT LAWFULLY DISCLAIM OR EXCLUDE IMPLIED WARRANTIES UNDER APPLICABLE LAW, THEN ALL IMPLIED WARRANTIES COVERING THIS PRODUCT, INCLUDING WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, SHALL APPLY TO THIS PRODUCT AS PROVIDED UNDER APPICABLE LAW.

IF ANY PRODUCT TO WHICH THIS LIMITED WARRANTY APPLIES IS A "CONSUMER PRODUCT" UNDER THE MAGNUSON-MOSS WARRANTY ACT (15 U.S.C.A. §2301, ET SEQ.) OR OTHER APPICABLE LAW, THE FOREGOING DISCLAIMER OF IMPLIED WARRANTIES SHALL NOT APPLY TO YOU, AND ALL IMPLIED WARRANTIES ON THIS PRODUCT, INCLUDING WARRANTIES OF MERCHANTABILITY AND FITNESS FOR THE PARTICULAR PURPOSE, SHALL APPLY AS PROVIDED UNDER APPLICABLE LAW.

14. REFUNDS

When you return your item, your refund will depend on the condition of the item, how long you've had the item and return reason.

Refund amount


Unopened and unused items are accepted for a full refund during 45 days.

Partial refunds/restocking fees:

 If You Return


You'll Receive

Items in original condition past the return window (45 days)

75% of the item's price

Opened, or tested items that are returned in the return window (10 days)

75% of the item's price

Items that are damaged (including the damage due to neglect when return package is shipped), missing parts, not in the original condition, or have heavy signs of use

Up to 50% of the item's price

Open and used cosmetics, rollers and other personal use items (Individual brushes, sponges, gauze masks, headbands, etc.)

0% of the item's price


How Refunds Are Issued


Most refunds are issued based on the payment method used at the time of purchase.

When your return arrives, you will receive a notification with the information about your return and the refund notice.

Note:
Your refund will be processed instantly upon the return of merchandize. However, it may take 2-3 business days for it to display on your credit card statement. The refund will be reflected as a credit from NEW SPA.

If your refund doesn't appear in your bank statement, and the processing time for your payment method has passed, contact us for further assistance.

To apply for a return, please fill the form below. Provide your order number and the reason for a return. For a warrany returns and exchanges, please go to a warranty page.


Your Name
Your Email Address*
Order number*
Reason for a return other than warranty
Message
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