At New Car Soul, we are committed to ensuring your satisfaction with every purchase. If you’re not completely happy with your order, we’re here to make the return and refund process as simple as possible.

1. Return Window

We accept return requests within 30 days of delivery. To qualify for a return:

  • The item must be unused, uninstalled, and in original condition
  • All original packaging, accessories, and manuals must be included
  • A valid proof of purchase (order number or confirmation email) is required

2. Acceptable Return Reasons

Returns may be accepted for the following reasons:

  • You received the wrong item
  • The product is defective or damaged
  • You changed your mind or no longer need the item

⚠️ If the return is due to customer reasons (such as ordering the wrong item or a change of mind), a 19% restocking fee will apply. Shipping fees are non-refundable in these cases.

3. Non-Returnable Items

The following items are not eligible for return:

  • Products damaged due to misuse or incorrect installation
  • Items not purchased directly from newcarsoulstore.com
  • Custom-built or special-order products

4. How to Initiate a Return

To begin the return process, contact us at:

📧 Email: service@newcarsoulstore.com
📞 Phone: +86 18399055666

Please include:

  • Your order number
  • Reason for return
  • Photos or videos if the item is defective or damaged

Our team will respond within 1–2 business days with instructions.

5. Return Shipping

  • Customers are responsible for return shipping costs unless the return is due to a product defect or shipping error.
  • We recommend using a trackable shipping method, as we are not responsible for lost returns.

6. Refund Processing

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed to your original payment method within 5–7 business days
  • Refund times may vary depending on your payment provider

7. Exchanges

If you received a defective or incorrect item, we will replace it at no cost. Please contact us within 7 days of receiving the product to arrange an exchange.

8. Order Cancellations

Orders can be cancelled before they are shipped. If the order has already been shipped, it must be returned under the standard return policy.

9. Contact Us

For any questions about our return and refund process, feel free to reach out:

Address:
1522, Unit 2, Building 2, Qixin Constellation,
No. 266, Guyuan Road, Changsha High-tech Development Zone, China

Phone: +86 18399055666
Email: service@newcarsoulstore.com
Support Hours: 9:00 a.m. – 5:00 p.m. China Standard Time (Monday to Friday)