1. REFUND POLICY FOR MERCHANDISE

1.1 Returns and Exchanges

Thank you for purchasing our products at www.newwave.mw operated by Newwave Group.

We at Newwave Group strive to provide high-quality merchandise to our customers. If you are not entirely satisfied with your purchase, we offer refunds and/or exchanges within the first 15 days of your purchase, if 15 days have passed since your purchase, you will not be offered a refund and/or exchange of any kind.

1.2. Eligibility for Refunds and Exchanges

To be eligible for a refund or exchange, all physical products must be packed in the original, unmarked packaging including any accessories, labels, free gifts, bonus items, manuals and documentation that were transported with the products. If the article is returned unopened in the original box, we will exchange it or offer you a refund based on your original method of payment excluding any transportation charges (other than the original shipping costs invoiced). All requests for refunds or exchanges must be made within 15 days from the date of purchase.

1.3. Refund Process (if applicable)

1.3.1. To initiate a refund or exchange, please follow these steps

1.3.1.1. Contact our customer service at Whatsapp or send us an email at support@newwave.mw to request a refund or exchange.

1.3.1.2. Provide your order number, a description of the item, and the reason for the return or exchange

1.3.1.3. Once your request is approved, you will receive instructions on how to return  the merchandise.

1.4. Refund Options

1.4.1. Upon receiving and inspecting the returned merchandise, we will notify you of the approval or rejection of your refund. If approved:

1.4.1.1. For credit or debit card payments: A credit will automatically be applied to your original method of payment within 30 business days.

1.4.1.2. For cash or cheque payments: A member of the team shall provide you with physical cash or transfer to your mobile wallet excluding withdrawal and transaction fees.

1.5. Exchanges (if applicable)

If you wish to exchange the merchandise for a different size, colour, or item of equivalent value, please follow the same process as mentioned above. We will ship the exchanged item to you upon receiving the returned merchandise.

2. REFUND POLICY FOR PAID SERVICES

2.1. Cancellation and Refund Requests

For paid services provided by Newwave Group, including Distribution & Publishing, Copyright Management, Career Strategy & Planning, COSOMA Registration, Public Relations and creative Direction, Artist Revenue Consultations, Design Services, and Content Funding, for us to fulfil these services we require a non-refundable deposit on our services. Therefore, we do not offer any refunds for our paid services unless there is a cancellation prior to the fulfilment of the services you have requested within 7 days.

2.2. Eligibility for Refunds

To be eligible for a refund for a paid service, you must request a cancellation and refund within 7 days from the date of purchase. Refunds will be considered for unused portions of the service only.

2.3. Refund Process

2.3.1 To request a refund for a paid service, please follow these steps:

2.3.1.1 Contact our customer service at Whatsapp or send us an email at support@newwave.mw to request a refund.

2.3.1.2 Provide your order number, details of the service, and the reason for the refund.

2.3.1.3 Our team will review your request and respond within 15 business days.

2.4 Refund Approval

2.4.1. If your refund request is approved, the refund will be processed as follows:

2.4.1.1 For credit or debit card payments: A credit will automatically be applied to your original method of payment within 30 business days.

2.4.1.2 For cash or cheque payments: A member of the team shall provide you with physical cash or transfer to your mobile wallet excluding withdrawal and transaction fees.

3. EXCEPTIONS AND ADDITIONAL INFORMATION

3.1 Shipping costs for returned merchandise are non-refundable, and customers are responsible for return shipping fees unless the return is due to our error.

3.3. Customised or personalised items are generally not eligible for refunds unless they arrive damaged or defective.

3.3. Refunds for services will not be provided if the service has been substantially utilised or completed.

3.4. In case of any disputes or concerns, please contact our customer service, and we will work to resolve the issue amicably.

Please review this policy thoroughly before making a purchase or engaging in our paid services. By purchasing merchandise or services from Newwave Group, you agree to comply with and be bound by the terms and conditions outlined in this refund policy. Newwave Group reserves the right to modify or update this policy at any time, and such changes will be effective upon posting on our website or notifying customers directly.

If you have any questions or need further assistance, please do not hesitate to contact our customer service team at Whatsapp or send us an email at support@newwave.mw

Newwave Group, P.O. Box 31704, Lilongwe 3, Malawi