Return and refund policy

Return and Refund Policy

Last Updated: June 4, 2026

At Newox (managed by TESSARO PTY LTD), we are committed to providing our customers in Singapore with high-quality smart coffee apparatus and exceptional service. If you are not completely satisfied with your purchase, we are here to help you resolve the issue under the strict guidelines outlined below.

Our policy lasts 30 days. If 30 days have gone by since your item was delivered according to the carrier's tracking data, we unfortunately cannot offer you a refund or exchange.

1. Eligibility Conditions for Returns

To qualify for a valid return and a full refund, your item must meet the following criteria without exception:

  • Condition: The product must be completely unused, unworn, unwashed, and in the exact same condition that you received it.
  • Packaging: The item must be in its original, undamaged manufacturer's packaging.
  • Inclusions: All original accessories, manuals, power cords, and promotional gifts must be included inside the return package.
  • Proof of Purchase: A valid receipt, order confirmation email, or proof of purchase from www.newox.shop must be provided.

Non-Returnable Items:

  • Gift cards.
  • Opened consumable items (such as coffee beans or paper filters).
  • Customized or personalized orders.
  • Items damaged due to customer misuse, improper handling, or failure to follow electrical voltage instructions.

2. Return Fees & Shipping Costs (Transparency Disclosures)

In full compliance with international consumer protection standards, our fee structure for returns is transparent and direct:

  • Defective, Damaged, or Incorrect Items: If the product arrives damaged, broken, or if we sent you the wrong item, Newox will cover  of the return shipping costs. We will provide a pre-paid shipping label.
  • Change of Mind / Customer Remorse: If you wish to return an item due to a change of mind, personal preference, or accidental order, the customer is responsible for paying the actual return shipping costs.
  • Restocking Fees: Newox charges $0.00 (Zero) restocking fees or administrative fees for any return processed within the 30-day window.

3. Step-by-Step Return Process

To ensure your return is logged and authorized correctly, you must follow these steps:

  1. Initiate the Request: Contact our dedicated support team via email at support@newox.shop within 30 days of delivery. Provide your order number (#NWX-XXXX) and clear digital photos/videos showcasing the item's current condition or defect.
  2. Review & Approval: Our team will review your submission within 1-2 business days. If your request is authorized, we will issue a Return Merchandise Authorization (RMA) number and the exact Return Shipping Address.
  3. Pack and Ship: Securely pack the item in its original box. Clearly write the RMA number on the outer shipping box (not the manufacturer's box). Ship the package using a trackable mail service. You must email the tracking number to us.
  4. Important Notice: Items sent back to us without a prior authorized return request and an issued RMA number will be rejected and will not qualify for a refund.

4. Refund Processing & Currency Disclosure

Once your return package arrives at our designated inspection center, the following timeline applies:

  • Inspection Window: We will open and inspect the returned goods within 3 business days of receipt. We will notify you via email confirming whether the return has been approved or rejected based on item condition.
  • Approval and Issuance: If approved, your refund will be generated automatically. The credit will be applied to your original method of payment (Visa, Mastercard, Amex, Apple Pay, etc.) within  10 business days.
  • Currency and Exchange Rates: All prices and payments on our online store are transacted in United States Dollars (USD). Your refund will be issued in the exact USD amount originally paid. Newox is not liable for any discrepancies, foreign transaction fees, or fluctuations in exchange rates imposed by your local bank or credit card issuer when converting back to Singapore Dollars (SGD).
  • Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund, please contact us at support@newox.shop.

5. Exchanges

We only replace items if they are defective, faulty, or damaged during transit. If you need to exchange an item for the exact same model, please email our team at support@newox.shop to arrange an authorized exchange.

6. Corporate Accountability and Jurisdiction

This Return and Refund Policy is governed and operated under the legal framework of our registered parent company. For legal and corporate compliance, our operational details are fully disclosed below:

  • Brand Name: Newox
  • Legal Managing Entity: TESSARO PTY LTD
  • Australian Company Number (ACN): 697 269 846
  • Corporate Address: 284 Pakington St, Newtown VIC 3220, Australia
  • Customer Support Email: support@newox.shop
  • Customer Support Hotline: +61 494 588 078