If you’re not completely satisfied with your purchase, we can gladly assist you in organizing a return. 

We ask that you kindly review our return policy below and contact us with any questions. 

ONLINE PURCHASES: 

REGULAR-PRICED ITEMS
Returns and exchanges will be accepted within 14 days of the delivery date for a refund, minus any applicable restocking fee, to the original form of payment. We will process the refund within 3 business days after receiving your package back at the shop. 

Items must be in new, unused, resellable condition in their original packaging to qualify for a refund. Original shipping fees are non-refundable. 

PANTRY & APOTHECARY ITEMS
All food / Pantry and personal care / Apothecary items are final sale and will not be eligible for return. 

SALE ITEMS
All sale items are final sale and will not be eligible for return. 

DISCLAIMER
We source the majority of our products from small artisan businesses therefore you should expect there to be sight variations from item to item because they are handmade vs. factory manufactured.

HOW TO RETURN AN ONLINE ORDER: 

Orders are eligible for a flat rate restocking fee of $10 USD which will be deducted from the refund once the items have arrived back in our possession. 

Please note that you are responsible for the cost of shipping

Simply contact our customer care team at shop@newgeneral.us  with the reason for the return.

Once your return has been authorized, you will be provided a return shipping address. 

Carefully package the item(s) ensuring they cannot move around and have a buffer between them and the walls of the box. Items damaged in transit are no longer eligible for a refund. 

Once we receive the returned items back at the shop, we will ensure they meet our aforementioned requirements. Once the return is approved, we will process the refund – minus the $10 restocking fee – and minus origional shipping - back onto your original method of payment. You will see this transaction reflected on your bank statement within 3 – 7 business days. 

DAMAGED, DEFECTIVE OR INCORRECT ITEM 

If your order or anything in it has arrived damaged, defective or if you’ve received an incorrect item, please contact us at shop@newgeneral.us  within 48 hours of delivery with photos of the item(s), box, and the packaging. We will take care of the rest! 

LOST OR DAMAGED PARCELS, INCORRECT OR INCOMPLETE DELIVERY ADDRESS 

Sorry! We cannot be held responsible for damages, delays, lost parcels and/or additional charges incurred by Canada Post, Fedex or UPS during shipping. It is the responsibility of the customer to ensure that a proper shipping address is provided when placing an order.

Items returned to sender due to a failed delivery attempt that has surpassed the allotted days held at the carrier’s facility, improper or incomplete address will be the responsibility of the customer.