Refund/Return Policy

At JOHNNYNEW, we go out of our way to make sure every piece you love meets your expectations and brings you a pleasant wearing experience. If you are not completely satisfied with your purchase for any reason, we offer a simple, customer-friendly return and refund process to resolve your concerns smoothly.

1. Return Eligibility

All qualified returns must comply with the following requirements:
  • Items must be returned within 30 days from the date of delivery.
  • All returned products must be brand new, unused, unwashed, and in perfect original condition, with all original tags, labels, and packaging intact.
  • For hygiene and safety reasons, intimate apparel including underwear, swimwear, and bodysuits, as well as all final sale items, are non-returnable and non-refundable unless there are product defects or quality issues.

2. How to Initiate a Return

  • Please reach out to our customer service team at service@johnnynew.com to apply for a return authorization and official return guidelines.
  • Kindly include your order number and specific reason for returning the item in your email to speed up the review process.
  • Once your return request is verified and approved, we will send you an official prepaid return shipping label together with detailed step-by-step return instructions.

3. Return Shipping

  • All eligible returns submitted within the standard 30-day return window enjoy free return shipping service.
  • Please pack your return items securely with proper packaging materials to avoid damage, dirt or loss during transit.
  • We strongly recommend using the official prepaid return label provided by our team and keeping your return tracking number until your refund is successfully processed.

4. Refund Process

  • Our team will carefully inspect all returned items within a reasonable time after receipt. We will promptly inform you of the final approval or rejection of your refund application.
  • Once your return is approved, the refund will be issued to your original payment method within7–10 business days.
  • Please note that standard shipping fees are non-refundable, except for returns caused by our shipping errors, wrong items delivered, or defective product quality.

5. Exchanges

At present, we do not support direct item exchange services. If you wish to exchange your purchase for a different size, color or style, please submit a standard return application for your original item to receive a full refund, then place a new independent order on our official website. This method ensures you get your preferred new items quickly without long waiting times.

6. Damaged or Incorrect Items

If you receive damaged, defective, faulty products or incorrect items that do not match your order, please contact our customer support team within7 days after delivery. We will arrange a free prepaid return label for you and process a full refund or free replacement immediately after we receive and verify the returned goods.

7. Sale Items

  • All products marked “Final Sale” are strictly non-returnable and non-refundable, unless the items have confirmed quality defects.
  • Regular discounted items and promotional products are eligible for returns, provided they fully meet our standard return eligibility rules.

8. International Returns

For international orders outside our core shipping regions, customers are responsible for covering return shipping fees and any applicable local customs duties, import taxes or related handling fees. All international refunds will be processed in the original transaction currency, and the actual refund amount may be slightly affected by real-time exchange rate fluctuations.

9. Questions or Assistance

If you have any questions, doubts or need further assistance regarding our return and refund policy, please feel free to contact our professional customer service team:
Email: service@johnnynew.com
We deeply appreciate your trust and support in JOHNNYNEW. We always strive to deliver reliable service and a satisfying shopping experience for every customer.