Report the issue before goods move again.

NewCover's website is designed for business sourcing enquiries and does not operate a consumer checkout. Returns, cancellation and remedies for a trade order depend on the accepted quotation, order confirmation, invoice and any stated inspection or warranty terms.

Nothing in this policy removes rights that cannot lawfully be excluded.

Contact NewCover promptly if you need to change or withdraw an enquiry or unaccepted quotation. An enquiry alone does not reserve goods or create an order.

Once an order has been accepted or procurement has been committed, cancellation is not automatic. NewCover will review the request against the governing documents, supplier commitments, work completed and costs already incurred.

Check the delivery promptly and follow the inspection window in the order documents. Record carton condition and quantity, preserve packaging, and send the order reference, photographs, serial information and a clear description of the discrepancy.

Report a suspected fault or specification mismatch before altering, repairing, reselling or returning the goods. NewCover may request reasonable evidence or troubleshooting so the appropriate supply or warranty route can be identified.

Do not return goods without written instructions. Where a return is approved, follow the supplied reference, address, carrier, packaging and documentation requirements. Unauthorised returns may be refused or delayed.

The available remedy may be correction, replacement, repair, credit, partial refund or refund, depending on the issue, evidence, warranty source and governing order terms. Approval to inspect a return is not itself confirmation that a refund is due.

When a refund or credit is approved, NewCover will confirm the amount, method, recipient account and expected processing position in writing. Banking and intermediary processing times may apply.

Email contact@newcoverltd.co.uk with the order or invoice reference, product, quantity, serial or IMEI where relevant, date received, issue and supporting evidence.