Refund policy
At New Follows, we want you to be happy with every piece of gear you buy from us. If something isn’t right, here’s how returns and refunds work.
30-Day Returns
You have 30 days from the date your order is delivered to request a return. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging with all accessories, cables, manuals, and tags included. You’ll also need your order number or proof of purchase.
How to Start a Return
Email us at andysongdongcen@outlook.com or call (415) 239-0681 with your order number and the reason for the return. We’ll reply within 1–2 business days with return instructions and the address to send your item to. Please don’t ship anything back before hearing from us — returns sent without approval may not be accepted.
Return Shipping
If the item is defective, damaged on arrival, or we sent the wrong product, we’ll cover return shipping and send you a prepaid label. For all other returns (change of mind, ordered the wrong item, etc.), you’re responsible for return shipping costs. We recommend using a trackable service, as we can’t issue a refund for items that don’t reach us.
Opened Electronics
Ring lights, microphones, cameras, capture cards, and other electronic gear that has been opened and used may be subject to a restocking fee of up to 10% of the purchase price, provided the item is in resalable condition. Items returned with missing parts, physical damage, or signs of heavy use may receive a partial refund or be declined.
Non-Returnable Items
For hygiene and safety reasons, we can’t accept returns on earbuds or in-ear headphones that have been opened, or on consumables such as batteries, adhesive mounts, and lens cleaning kits once the packaging has been opened. Gift cards and digital products (presets, templates, downloadable guides) are also non-refundable. Final-sale or clearance items are not eligible for return unless they arrive defective.
Damaged or Defective Items
Please inspect your order as soon as it arrives. If anything is damaged, defective, or incorrect, contact us within 7 days of delivery with a photo of the issue and your order number. We’ll arrange a replacement or full refund, including any shipping you paid.
Refunds
Once we receive and inspect your return, we’ll email you to confirm whether the refund has been approved. Approved refunds are issued to your original payment method within 5–7 business days. Depending on your bank or card issuer, it may take an additional few days for the refund to appear on your statement. Original shipping charges are non-refundable unless the return is due to our error.
Exchanges
The quickest way to get the item you want is to return the original item for a refund and place a new order. If you’d like us to arrange an exchange directly, let us know when you contact us and we’ll do our best to help.
Cancellations
If you need to cancel an order, contact us as soon as possible. Orders can be cancelled for a full refund as long as they haven’t shipped yet. Once an order has shipped, it will need to go through the standard return process.
Questions?
We’re here to help.
New Follows
135 Lee Ave, APT A
San Francisco, CA 94112-2345
United States
Email: andysongdongcen@outlook.com
Phone: (415) 239-0681