Customer Satisfaction Guarantee
NewAge offers a 30-day, 100% money-back guarantee to all its customers. If for any reason, a customer is not satisfied with a purchase (first-time purchase of a product), the customer may receive a full refund, less original shipping. Original product containers must be returned to NewAge for a refund to be issued. The customer is responsible for return shipping charges.
Brand Partner Order Returns
A Brand Partner who is not satisfied with any products may return the products within 30 days of purchase and receive a refund. The return must be initiated by the Brand Partner on whose account the products were ordered. Unless NewAge made a shipping error, the Brand Partner returning the products is responsible for the cost incurred in shipping the products back to NewAge.The volume from returned orders will be negatively adjusted; the negative volume will flow up the tree the week following a return. Returns from Preferred Customers, and Brand Partner returns where volume from that order was auto-balanced, will be negatively auto-balanced in the week the return is processed. Any positive volume generated during that return week will be auto-balanced after the negative volume is auto-balanced. Shipping charges, handling fees, and customs fees are non-refundable unless NewAge made a shipping error. The conditions of the refund are:
a. Products received within 30 days of the order date will receive 100% credit or exchange, less original shipping. Products received from 31 to 180 days of the original order date will receive a 90% credit or exchange, less original shipping. Products that are received after 181 days from the order date will not be refunded unless the Brand Partner is terminating the Brand Partner Agreement with NewAge (see “Product Buy Back”).
b. NewAge reserves the right to refuse returns from Brand Partners or Preferred Customers who request to return more than a cumulative $250 of products within a rolling six-month period.
c. Original product containers must be returned to NewAge for the refund to be issued.d. Promotional and certain specialty items may have more restricted conditions for returns. Contact NewAge Sales & Service for details.
Product Buy Back (for Terminating Brand Partners)
NewAge’s product buy-back policy is to assist Brand Partners who are terminating their Brand Partner Agreement with NewAge by alleviating the financial burden of unused products. If conditions are met, and a Brand Partner so requests, NewAge will repurchase the products for 90% of the purchase price
, less original shipping,
and other costs. All repurchases are subject to a deduction based on the amount of commissions paid to the Brand Partner for that order.
The product buy-back conditions are as follows:
a. Any Brand Partner desiring to participate in NewAge’s buy-back policy must be terminating the Brand Partner account
. A repurchase will not take place until NewAge has received a notice of termination or until the Brand Partner has been terminated by NewAge.
b. Products must be returned to NewAge within one year of the original purchase date.
c. All products must be in resalable condition
and not beyond their shelf life of the products (products are considered past their shelf life 1) after the expiration date indicated on the product package has passed, or 2) once it has been opened).
d. The terminating Brand Partner is responsible for all costs associated with returning the products.
Subscribe Monthly & Save Order Returns
NewAge will accept returns for up to two Subscribe Monthly & Save orders of unopened and unused
products under the standard return policy. Any Brand Partner who refuses a Subscribe Monthly & Save order upon delivery is subject to Subscribe Monthly & Save termination by NewAge.
Refund Policies for Purchased Products
All products returned must be in resalable condition and not beyond their reasonable shelf life and a newer “upgrade” (i.e. version, reformulation, discontinuation) has not been released to the public. Products are past their shelf life
1) if the expiration date printed on the product package has passed, or 2) if the package has been opened or damaged. A Brand Partner’s first-time order of a product may be opened and still be eligible for return unless the Brand Partner has placed subsequent orders for that product. Subsequent orders for that product will negate the eligibility of the first order to be returned if it has been opened. Brand Partners are responsible for the cost incurred in shipping the products back to NewAge. All refunds that are paid may result in a reversal of commissions paid at the time of the sale of the products for up to the full commissionable value of the purchase. Shipping charges, handling fees, and customs fees are non-refundable unless NewAge made an error originally. Only the Brand Partner under whose ID number the order was placed can initiate the return. If an order is refused, the return shipping costs will be deducted from the refund amount. Questions regarding whether a purchase qualifies to be returned under these policies should be directed to NewAge Sales & Service Center.
Retail purchase from a Brand Partner
To receive a refund, the retail customer must, within 30 days of the purchase, return the unused portion of the products to the Brand Partner from whom the customer purchased the products. The Brand Partner will then fill out a Retail Exchange Form and obtain an RA number from the NewAge Sales & Service Center. NewAge must receive the completed Retail Exchange Form, the used container, and the RA number within one year from the original purchase date from NewAge to provide the Brand Partner with a replacement order of the products. NewAge has the right to refuse to replace the products if there is reasonable doubt that the products were actually purchased by a customer. Any retail customer who follows the above procedures and is not refunded by the Brand Partner may contact the NewAge Sales & Service Center for a refund. NewAge reserves the right to offset such refund costs against the Brand Partner.
Note: Brand Partner price purchases shipped by a Brand Partner to a customer will not qualify for return under the NewAge customer satisfaction guarantee.