Can I return my item?
New Era stands behind the quality of everything we sell, we create products that help you play better, live better and feel better. However, if you are not completely satisfied with your purchase, we are happy to accept a return. Return and Exchange Policies apply.
PLEASE NOTE: We do not accept returns or exchanges for purchases made through our distribution partners (JP Superstore, Nova).
Return Policy:
You may request a return within seven 7 or 30 days from the date of purchase.
To be eligible for a return, the item must:
- Not be purchased under the Sale Items category, Limited Edition collections, or Online Exclusives.
- Be in the same condition as received: unworn, unwashed, unused, and in new condition.
- Include all original tags, stickers, pins, packaging, and any special components or accessories (if applicable).
- New Era reserves the right to inspect all returned items and determine eligibility for return.
How to Initiate a Return:
Online and In-store Purchases:
- Contact our Customer Support Team by sending an email to neweraguamstore@gmail.com with the subject line: "Return and Exchange – New Era Order #[Order Number]".
- Attach clear photos of the item from multiple angles, including its original packaging and official receipt.
- Once your request has been reviewed and approved, bring the item together with the original proof of purchase as instructed by our Customer Support Team.
- Our store associates or customer support representatives will assist you with the return process.
Returns and Store Credit
For approved returns, New Era may issue Store Credit equal to the approved return value.
Store Credit:
- Will be issued to and linked with the email address associated with your New Era account or purchase.
- May be used for eligible purchases made in-store or online.
- Is non-transferable and may not be redeemed or exchanged for cash, except where required by applicable law.
- Expires three hundred sixty-five (365) days from the date of issuance unless otherwise stated.
- Any unused balance remaining after the expiration date will be forfeited to the extent permitted by applicable law.
Purchases Through Authorized Channels
Returns, exchanges, and related inquiries are accepted only for products purchased directly from New Era through our official retail store or our website, neweraguam.com.
Products purchased from third-party sellers, including authorized retailers, stadium stores, online marketplaces, department stores, or other external retail locations, must be returned in accordance with the return policies of the original place of purchase and are not eligible for return or refund through New Era.
Exchanges
Exchanges are only permitted under the following circumstances:
- The customer received an incorrect item.
- The item was damaged prior to delivery and the damage is reported upon receipt or unboxing.
- The item contains a manufacturing defect confirmed upon inspection by New Era.
If an item is confirmed to be incorrect, damaged, or defective, please follow the return instructions above. New Era may, at its discretion, provide a replacement, exchange, repair, store credit, or other remedy as required by applicable law.
Price Adjustments
We do not offer price adjustments or price matching for prior purchases or past promotions. Pricing, discounts, and offers may vary based on timing, availability, and promotional periods, and are applied as stated at the time of purchase.
Identification & Data Use:
We may require a valid government-issued or state-issued identification to process and verify return requests. Where required, we may securely record limited information from the ID solely for the purpose of fraud prevention, return authorization, and transaction verification. This information is handled in accordance with applicable data protection and privacy laws.
Policy Misuse:
To protect our business and customers, we reserve the right to monitor return activity. If we identify misuse of our policies, including but not limited to excessive return activity, suspected fraud, or purchases made for resale purposes, we may take appropriate action. This may include cancelling orders, refusing returns, or restricting future transactions.
If you have any questions, feel free to contact us at neweraguamstore@gmail.com.
