NEW SPA are very thankful to you for considering to purchase
product. We would like to make sure that you enjoy your new
device and will have great results as many other of our
have purchased this product in the past.
Please, review our
policies prior to placing your order. In case you have any
questions, please do not hesitate to contact us at (850)
Our office hours are Monday - Friday from 9:00a.m. to
Eastern Time. Our Customer Service executive will be there
We will always make sure you have a positive
shopping experience and will serve you at our best.
1) Shipping, tracking
the package and signature confirmation
2) Unclaimed packages and returns due to the incorrect address
3) International customers using "forwarder's" services
4) International shipping customs duties and taxes for international orders
5) Limitations for International orders
6) NEW SPA collection tax information
7) Defective items return policy
8) Returns of damaged goods policy
9) Wrong item shipped
10) No longer needed/wanted items
1. SHIPPING, TRACKING THE PACKAGE AND
time is 4 working days unless the stated in the item
we would do our best to ship your order to you as soon as
By the time the package is being shipped you will receive a
shipping notification with a tracking number and a notice in
your package was shipped with a signature confirmation service.
shipping is by USPS Parcel Post service through the Post Office.
Delivery time varies from 2-10 days depending on your location.
an additional cost we can ship your item by whatever means you
prefer. All our items are shipped with delivery confirmation
which allows us and you to track your item easily.
track your package by its number at USPS web site, rather than
system, as it reflect the package progress more accurate.
case you did not receive your package in the estimated
please contact our Customer Service right away. We will
the shipping issue ASAP and will assist you with the package
Due to high instances of package's loss, some areas
require a mandatory signature for USPS package delivery
complexes, business complexes, large cities as NY, Chicago,
etc.). In this case you will receive a note that your order was
shipped with a signature confirmation.
If you request that
your package be left without a signature then you also agree to
release NEW SPA from any and all liability if your package is
stolen. In this case it is important to note that the customer
assumes all responsibility for the package once scanned
by the United States Postal Service. We cannot be held
for any lost or theft of a package after it has been scanned
"delivered" by the USPS.
In case you will
choose this option, please contact our Customer Service and
this option. Without your release, the package will be shipped
We appreciate your understanding in this matter. The
signature confirmation option will protect you from a hassle to
with the Post Office in case the package would "disappear"
from your mail box.
PACKAGES AND RETURNS DUE TO THE INCORRECT ADDRESS
be sure the shipping address entered is correct. Packages
us by USPS and marked "unclaimed", or "undeliverable"
due to customer error or failure to claim the package will not
re-shipped. In these cases the original purchase price, less any
shipping charges, will be promptly refunded.
case you will receive a notification that states the reason for
return and refund notice.
INTERNATIONAL CUSTOMERS USING "FORWARDER'S" SERVICES
a freight forwarder to ship items internationally may result in
complications not covered by our policy.
If a freight
forwarder is used, the following terms will apply:
won't be responsible for damage or loss that occurs to goods
they're delivered to the freight forwarder. This means that NEW
isn't able to provide a replacement of, or refund for, any goods
delivered to a freight forwarder. You should instruct freight
forwarders to refuse goods that arrive damaged, and goods lost
being received by the freight forwarder will be your
You (or the freight forwarder if you so designate)
become the exporter of the goods and are solely responsible for
compliance with all export and import regulations, including all
export regulations and the import regulations of the destination
Products exported by you through a freight forwarder
may be returned to NEW SPA, provided that you are responsible
the costs associated with returning the goods to the U.S.
SHIPPING CUSTOMS DUTIES AND TAXES
of the package (you) is the importer of record and must
comply with all laws and regulations of the destination country.
Orders shipped outside of the United States may be subject to
taxes, customs duties and fees levied by the destination
recipient of an international shipment may be subject to such
taxes, customs duties and fees, which are levied once a shipment
reaches the recipient's country. Additional charges for customs
clearance must be borne by the recipient; we have no control
these charges and can't predict what they may be. Customs
vary widely from country to country; you should contact your
customs office for more information. When customs clearance
procedures are required, it can cause delays beyond our original
5. LIMITATIONS FOR
products shipped internationally, please note that any
warranty may not be valid; manufacturer service options may not
available; product manuals, instructions and safety warnings may
be in destination country languages; the products (and
materials) may not be designed in accordance with destination
standards, specifications, and labeling requirements; and the
products may not conform to destination country voltage and
electrical standards (requiring use of an adapter or converter
appropriate). You are responsible for assuring that the product
be lawfully imported to the destination country.
SPA COLLECTION TAX INFORMATION
tax is not separately calculated and collected in connection
items ordered from NEW SPA unless explicitly indicated as such
ordering process. Items may be subject to tax in certain states,
based on the state to which the order is shipped. If an item is
subject to sales tax, in accordance with state tax laws, the tax
generally calculated on the total selling price of each
item, excluding shipping and handling charges, less any
discounts. If tax is separately calculated and collected in
connection with items ordered, the tax amounts that appear
ordering process are estimated - the actual taxes that will be
charged to your credit card will be calculated at the time your
is processed and will appear in your order confirmation
7. DEFECTIVE ITEM
A defective item means that the
manufacturer is at fault. We make it our priority to take care
of any and all defective items when it is determined to be a
manufacturer’s defect. We will replace the product at no
additional cost to the customer in an expeditious manner.
note: As part of our return
process, upon receipt of an authorized return, should the
item be found to be in proper working condition a 25% restocking
will be applied in case of a refund or it will be shipped back
If you believe your device is defective please
contact our Customer Service representatives and they will be
to assist you. If it is determined that your device needs
repair or replacement, our customer service representatives will
provide you with the necessary information regarding the
replacement or repair process.
In such cases where you may not
be sure if the device is actually working due to its specifics
(micro-current and galvanic current have no visible signs of
operation) you can request a return for your item to be
We would also be happy to explain to you how you may, on your
test and verify the operation of the device. We would be happy
to provide you the test results so you can use your skin care
Our warranty department is equipped with all
necessary electronic measuring equipment that allows us to
voltage, current, temperature, oscillation rate, etc.
contact our Customer Service if you have any questions about the
devices or their use. We would be happy to help.
pays original and return shipping for defective item?
a return is needed as a result of an item having manufacturer's
defect we will pay all shipping charges - both to have your item
back to us, and to send you a replacement item. In many cases
we will ship a factory-fresh product in advance to so you can
to use your skin care device without any delays!
8. RETURNS OF DAMAGED GOODS POLICY
damaged item means that it may have been damaged either during
shipping or while stored in a warehouse. This includes any
internal or external damage that may have occurred due to
While the majority of our packages are marked
“Fragile” rough handling by shipping clerks once the item has
left our warehouse in not uncommon. Please contact our
customer service within 24 hours after receipt, if possible,
your device has any visible signs of damage or does not
We will make it our priority not only to send you a return
label but a replacement as quickly as possible.
shipment – If the package arrives
wet, opened, bearing any USPS “damage” tape or any other visible
signs of mishandling we ask that you refuse the package and
the postal clerk to return the package to the sender. By doing
this there will be an electronic notification that will allow us
file a claim easily with the carrier and at the same time allow
replacement to be shipped to the customer. Please contact our
Customer Service and let us know that the package was refused
Who pays original and
return shipping for damaged item?
return is needed as a result of being damaged we will pay all
shipping charges - both to have your item sent back to us, and
send you a replacement item. In many cases we will ship a
factory-fresh product in advance to so you can start to use your
care device without any delays!
9. WRONG ITEM SHIPPED
Even the best
of companies make mistakes. Should you receive an item
you did not order, please contact us right away and we will
immediately ship you the correct item together with a prepaid
shipping label. If the enclosed invoice is not yours as
well we would appreciate, at the time of contact, if you to
with the order number that is on this invoice so that we may
that person and inform them of the mistake as well.
10. NO LONGER NEEDED/WANTED ITEMS
understand that circumstances might change and by the time of
arrival you may not need it any more. In this case we have no
problems to accept the item for a full refund.
unused items are accepted for a refund during 45 days starting
the item’s acceptance.
original and return shipping?
case of an outright return for refund, we refund the full
price of the product, but you are responsible for return
the product you are returning and we do not credit the original
shipping charges toward your order.
Sometimes the item you
received is not what you expected or you ordered a wrong item
variation by mistake. Should you find yourself in either one of
situations, please contact our Customer Service right away and
will make every effort to exchange the item you received for the
you wish. We only ask that you do not use the item you are
wanting to exchange.
Who pays return
and replacement shipping?
who are returning an unused item for exchange will be
all return shipping expenses. We will ship, at our expense, the
12. CUSTOMER SATISFACTION RETURNS
case you test the item and you are not satisfied with it for any
reason other than the items found to be defective you may return
item for a refund.
Unopened and unused items are accepted for
a full refund during 45 days.
Some items can’t be returned
after using them, for example opened cosmetics or items that
direct contact with the body and cannot be shared due to hygiene
standards – personal use items. Please refer to the list of the
items not accepted for returns below. Please contact us to
the conditions of your return as in most cases we will do our
accommodate all requests.
As a courtesy to our customers we
still accept eligible items the returns if the item was used. In
cases 25% restocking fee is applied to such returns. Please
understand that many of our products are considered "personal
use" items and not resalable by law. Those items are being
sent back to the factory to be used as spare parts. All parts
come in contact with a person’s skin are disposed.
the item did not work for you, the return window for such
10 business days.
NOTE: We make every
effort to ensure that we accurately represent the product and
potential to improve skin conditions. The treatment protocol
described in our manuals is based on scientific evidence and
estimates of what we think you can possibly achieve. No
requests will be entertained for treatment failures as no skin
specialist can guarantee that a particular treatment will work
you. Not all skin conditions respond to all treatments. If for
reason you are not satisfied with the treatment results,
contact us to request a follow up consultation with our skin
Please, keep in mind, that testimonials are
only reported results, which do apply to the individual
but are not intended to represent or guarantee that anyone
will not) achieve the same or similar results.
There is no
guarantee that you will experience the same results and you
the risk that the results may differ individually.
Eligible for a return other than warranty
cosmetic products are considered consumable goods.
Used diamond tips, microneedle rollers
in direct contact with a skin as a microdermabrasion
Worn Slimming suit
wearable item that comes in direct contact with the skin
and human sweat. Dischargeable.
In the case of an outright
return for refund, we refund the purchase price of the product
re-stocking fee, but you are responsible for return shipping on
product you are returning and we do not credit the original
charges toward your order.
Face massagers, high frequency devices
Skin examination tools (moisture analysers and
warranty obligations of NEW SPA for products are limited to the
set forth below:
warranty covers defects in materials and workmanship in the
This warranty only applies to the original purchaser of the
and only to products purchased and used in the United States of
This limited warranty
does not cover any damage, deterioration or malfunction
from any alteration, modification, improper or unreasonable use,
maintenance, misuse, abuse, accident, neglect, exposure to
moisture, fire, improper packing and shipping (such claims must
presented to the carrier), lightning, power surges, or other
This limited warranty does not cover any damage,
deterioration or malfunction resulting from the installation or
removal of this product from any installation, any unauthorized
tampering with this product, any repairs attempted by anyone
unauthorized by NEW SPA to make such repairs, Commercial Use,
or any other cause which does not relate directly to a defect in
materials and/or workmanship of this product. This limited
does not cover cartons, equipment enclosures, cables or
used in conjunction with this product.
Warranty period varies from 30 days to 12
months (depending on the type of the product) from the date of
original purchase of this product. Return shipping, after
repair and during the warranty period shall be the
NEW SPA when the return has been determined to be a warranty
Who is covered:
Only the original purchaser of
this product is covered under this limited warranty. This
warranty is not transferable to subsequent purchasers or owners
NEW SPA Remedies:
NEW SPA will, at
its sole option, provide one of the following three remedies to
whatever extent it shall deem necessary to satisfy a proper
under this limited warranty:
1. Elect to repair
or facilitate the repair of any defective parts within a
period of time, free of any charge for the necessary parts and
to complete the repair and restore this product to its proper
2. Replace this product
with a direct replacement or with a similar product deemed by
to perform substantially the same function as the original
3. Issue a refund of the original
purchase price less depreciation to be determined based on the
the product at the time remedy is sought under this limited
This limited warranty extends to repaired and
replacement products and components only through the end of the
original limited warranty period.
Covered products must be returned to NEW SPA or
to the authorized dealer from which it was purchased. The item
be returned at purchaser’s expense to include all shipping,
tracking and insurance cost. The value of the insurance should
equal to or greater than the original purchase price of the item
being returned for warranty. Customer is responsible to ensure
the item is packed securely and properly to prevent damage
shipping. In the event the item is lost or damaged during
and the customer has failed to follow the guidelines stated
NEW SPA will in no way be responsible for this loss and/or
due to customer’s actions.
Remedy under Limited
To obtain a remedy under this limited warranty,
you should contact NEW SPA directly.
Please visit our web site
at: //www.new-spa.us/warranty and fill a warranty return form
In order to pursue any remedy under this limited
warranty you must possess the original dated receipt. A copy of
receipt must be included with the returned product along with a
detailed description as to what the warranty issues are.
on Liability: THE MAXIMUM LIABILITY OF NEW SPA UNDER THIS
WARRANTY SHALL NOT EXCEED THE ACTUAL PURCHASE PRICE PAID FOR THE
PRODUCT. TO THE MAXIMUM EXTENT PERMITTED BY LAW. NEW SPA IS NOT
RESPONSIBLE FOR DIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL
RESULTING FROM ANY BREACH OF WARRANTY OR CONDITION, OR UNDER ANY
OTHER LEGAL THEORY.
Some countries, districts or states do
not allow the exclusion or limitation of relief, special,
consequential or indirect damages, or the limitation of
specified amounts, so the above limitations or exclusions may
apply to you.
Exclusive Remedy: TO THE MAXIMUM EXTENT
PERMITTED BY LAW, THIS LIMITED WARRANTY AND THE REMEDIES SET
ABOVE ARE EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES,
CONDITIONS, WHETHER ORAL OR WRITTEN, EXPRESS OR IMPLIED. TO THE
MAXIMUM EXTENT PERMITTED BY LAW, NEW SPA SPECIFICALLY DISCLAIMS
AND ALL IMPLIED WARRANTIES, INCLUDING, WITHOUT LIMITATION,
OF MERCHANTABILITY AND FITNESSFOR A PARTICULAR PURPOSE. IF NEW
CANNOT LAWFULLY DISCLAIM OR EXCLUDE IMPLIED WARRANTIES UNDER
APPLICABLE LAW, THEN ALL IMPLIED WARRANTIES COVERING THIS
INCLUDING WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A
PURPOSE, SHALL APPLY TO THIS PRODUCT AS PROVIDED UNDER APPICABLE
IF ANY PRODUCT TO WHICH THIS LIMITED WARRANTY APPLIES IS
A "CONSUMER PRODUCT" UNDER THE MAGNUSON-MOSS WARRANTY ACT
(15 U.S.C.A. §2301, ET SEQ.) OR OTHER APPICABLE LAW, THE
DISCLAIMER OF IMPLIED WARRANTIES SHALL NOT APPLY TO YOU, AND ALL
IMPLIED WARRANTIES ON THIS PRODUCT, INCLUDING WARRANTIES OF
MERCHANTABILITY AND FITNESS FOR THE PARTICULAR PURPOSE, SHALL
AS PROVIDED UNDER APPLICABLE LAW.
you return your item, your refund will depend on the condition
item, how long you've had the item and return reason.
Unopened and unused items are accepted for a full
refund during 45 days.
Partial refunds/restocking fees:
If You Return
Items in original condition past the return
window (45 days)
of the item's price
Opened, or tested items that are returned in
the return window (10 days)
of the item's price
Items that are damaged (including the damage
due to neglect when return package is shipped), missing
parts, not in the original condition, or have heavy
signs of use
to 50% of the item's price
Open and used cosmetics, rollers and other
personal use items (Individual brushes, sponges, gauze
masks, headbands, etc.)
of the item's price
How Refunds Are Issued
refunds are issued based on the payment method used at the time
When your return arrives, you will receive a
notification with the information about your return and the
refund will be processed instantly upon the return of
However, it may take 2-3 business days for it to display on your
credit card statement. The refund will be reflected as a credit
If your refund doesn't appear in your bank statement, and the processing time for your payment
has passed, contact us for further assistance.
To apply for a return, please fill the form below. Provide your order number and the reason for a return. For a warrany returns and exchanges, please go to awarranty page.