Return and Refund Policy

Newin supplies commercial and industrial food processing equipment for businesses, distributors, food processors, restaurants, and other professional users. Because our equipment is generally made for commercial use, shipped internationally, and may be configured according to customer requirements, our return and refund policy differs from that of ordinary consumer products.

Quick Summary

Before placing an order

We recommend confirming the product model, specifications, voltage, configuration, quantity, shipping information, and other order details before payment. If you need to make a change, please contact us as early as possible.

• 1. General Return Policy
• 2. Order Changes or Cancellation
• 3. Customized Equipment
• 4. Shipping Damage
• 5. Wrong Product or Configuration
• 6. Manufacturing Defects
• 7. Refunds
• 8. Customer Responsibilities
• 9. Frequently Asked Questions
• 10. Contact Newin

1. General Return Policy

Due to the size, weight, international shipping requirements, and commercial nature of our equipment, ordinary returns are generally not accepted after an order has been confirmed or shipped.

Returns are not normally accepted simply because a customer changes their mind, orders the wrong model, or no longer requires the equipment.

2. Order Changes or Cancellation

If you need to change or cancel an order after payment, please contact us by email or WhatsApp as soon as possible and before the equipment is dispatched.

If production has already started, the equipment has been customized, or the order has been prepared for shipment, additional costs may apply.

Any applicable costs will depend on the actual production, customization, packaging, and logistics status of the order.

3. Customized or Specially Configured Equipment

Some Newin equipment can be supplied with different voltage, electrical specifications, heating methods, capacity options, or other configurations according to customer requirements.

Customers should carefully confirm all technical specifications and configuration requirements before placing an order. Newin may request written confirmation of customized specifications before production begins.

4. Shipping Damage

Please inspect the packaging and equipment as soon as possible after receiving your shipment.

For visible shipping damage, please contact Newin within 24 hours of delivery and provide the following information where applicable:

• Photos of the shipping package and shipping labels
• Photos of the damaged equipment or components
• Video of the unpacking process, if available
• Order or invoice information
• A description of the damage

We will review the information and work with the customer and, where necessary, the shipping or logistics provider to determine the appropriate solution.

5. Wrong Product or Incorrect Configuration

If you receive a product that does not match the confirmed order, please contact Newin as soon as possible.

Newin will compare the issue with the confirmed order documents, such as the quotation, proforma invoice, order confirmation, packing list, or other applicable documentation.

If the issue is confirmed to be attributable to Newin, we will discuss an appropriate solution with the customer.

6. Manufacturing Defects

If an equipment problem appears to be caused by a manufacturing defect, please contact Newin with a description of the problem, photos or videos, the machine model, and the relevant order information.

Our technical team may request additional information to help determine the cause of the issue.

The appropriate solution will depend on the actual circumstances of the case, including the type of equipment, nature of the problem, warranty status, and shipping conditions.

7. Refunds

Refunds are not normally provided for standard order cancellations or ordinary returns after an order has been confirmed, particularly where the equipment has already been produced, customized, packaged, or shipped.

Any applicable bank charges, payment processing fees, shipping costs, customs charges, taxes, or other third-party costs may be considered when determining the final refund amount, where applicable.

8. Customer Responsibilities

Customers are responsible for providing accurate order and delivery information and for confirming the required specifications before production.

Customers should also follow the equipment’s installation, operating, cleaning, and maintenance instructions.

Problems resulting from incorrect installation, improper operation, unauthorized modification, unsuitable operating conditions, or normal wear and tear may not qualify as manufacturing defects.

9. Frequently Asked Questions

10. How to Contact Newin About an Order Issue

If you believe your order has a problem, please contact Newin as soon as possible and provide enough information for our team to investigate the issue.

Need Help With an Order?

If you have questions about an order, product issue, shipping damage, or a possible return or refund, contact our sales team with your order details.

Policy Statement: Newin will review each case based on the order information, product specifications, production status, shipping condition, and other relevant circumstances. The appropriate handling of return, refund, replacement, or other order-related issues will be determined based on the specific circumstances of each case.