Return and Refund Policy

Effective Date: May 16, 2026

At A New Chapter, customer satisfaction is our top priority. We want you to feel confident about every purchase of outdoor equipment, garden supplies, and fitness machines. If something does not meet your expectations, we provide a straightforward return and refund process. This policy outlines your return rights, the return procedure, refund timelines, and our commitment to resolving any issues quickly and fairly.

Return Eligibility

Return Window

  • Customers may return eligible items within 30 days of the delivery date (not the order date)
  • Products must be in unused condition with original packaging
  • Items must include all original accessories, parts, manuals, and packaging materials
  • Equipment should be free from any signs of assembly, installation, use, or modification
  • Original product labels and serial numbers must be intact

Non-Returnable Items

For safety, quality, and practical reasons, the following items cannot be returned:

  • Items that have been assembled, installed, or used
  • Equipment showing signs of wear, scratches, or damage beyond initial inspection
  • Items with removed or tampered serial numbers or safety labels
  • Products damaged due to misuse, improper storage, or modifications after delivery
  • Items without proof of purchase
  • Custom or special-order items (unless defective)
  • Products purchased from other retailers (we can only process returns for items purchased directly from A New Chapter)

Return Costs & Responsibility

Defective, Damaged, or Incorrect Items

If you receive a product that is:

  • Damaged during shipping
  • Defective or faulty (manufacturer defect)
  • Incorrect (wrong model, missing parts, or item)

We will cover all return shipping costs. We will arrange a prepaid return label and provide a full refund or replacement at no charge to you. This is our guarantee that you will always receive exactly what you ordered in perfect condition.

Change of Mind or No Longer Wanted

If you simply changed your mind, ordered by mistake, or no longer want the item, you may still return it within 30 days. We will provide a free prepaid return label at no cost to you. Items must be in completely unused, original condition with all packaging and materials intact.

Lost or Never Received Items

If your order never arrives and tracking shows it as lost or undeliverable:

  • Contact us immediately at info@anewchapter.store
  • We will work with the carrier to locate the package
  • If the package cannot be located within 7 business days, we will issue a full refund or send a replacement at no additional cost

How to Initiate a Return

Returning an item is simple. Follow these steps:

  1. Contact Us First: Email our customer service team at info@anewchapter.store with:
    • Your order number (found in your confirmation email)
    • Item(s) you wish to return (model name/SKU if available)
    • Reason for return (defective, wrong item, change of mind, damaged, etc.)
    • Clear photos showing the item condition and any damage (if applicable)
  2. Review & Approval: Our team will review your request within 1 business day and respond with next steps
  3. Return Authorization: If approved, you will receive a Return Authorization (RA) number and detailed return instructions. For defective/incorrect items, we will email you a prepaid return label
  4. Repack Your Item: Place the item back in its original packaging with all parts, accessories, and manuals. Include the RA number inside or on the outside of the package
  5. Ship It Back: Drop off your package at the designated carrier location or schedule a pickup if using our prepaid label

Important: Returns without a Return Authorization number may be delayed or rejected. Always contact us first before shipping anything back. DO NOT refuse delivery or return items without prior authorization.

Large Item Returns

Returning large items (sheds, gazebos, car lifts, ride-on mowers, etc.) requires special coordination:

  • Contact us immediately upon receiving a damaged or incorrect large item
  • We will arrange free return shipping at no cost to you for all approved returns
  • Large items must be unopened and in original factory packaging to be eligible for return
  • Once assembled, large items generally cannot be returned unless defective
  • No restocking fees apply – you receive a full refund for all approved large item returns

Refund Process

Inspection

Once we receive your return, our team will inspect the item to verify it meets our return criteria (unused condition, original packaging, within return window, all parts included). This process typically takes 2-3 business days.

Approval & Processing

If your return is approved:

  • Refunds are processed within 7-14 business days of receiving and inspecting your return
  • The refund will be issued to your original payment method (credit card, PayPal, etc.)
  • You will receive an email confirmation once your refund has been processed
  • You will receive a full 100% refund of your purchase price with no deductions

Refund Timeline

Please note that while we process refunds within 7-14 business days, it may take an additional 3-7 business days for your bank or credit card company to post the refund to your account. Total timeframe from return to funds availability is typically 10-21 business days.

Partial Refunds

Partial refunds may be issued if:

  • The item shows signs of use, assembly, or installation
  • Packaging, components, manuals, or parts are missing
  • The item was returned after the 30-day window
  • The item is not in resalable condition

We will contact you before issuing any partial refund to explain the adjustment and offer alternatives.

Exchanges

If you would like to exchange an item for a different model or product:

  1. Contact us at info@anewchapter.store within 30 days of delivery
  2. Specify which item you want to exchange and what you would like instead
  3. We will arrange the exchange, typically by processing a return/refund for the original item and placing a new order for the replacement
  4. Exchanges are subject to the same conditions as returns (unused, original packaging)

Exchanges are subject to product availability. If the replacement item is unavailable, we will issue a full refund.

Restocking Fees

We do not charge restocking fees. All approved returns receive a full refund with no deductions. Whether your return is due to a defect, damage, incorrect item, or simply a change of mind, you will receive 100% of your purchase price back.

Manufacturer Warranties

Many of our products come with manufacturer warranties covering defects in materials or workmanship. If a product fails after the 30-day return window has passed, you may be eligible for warranty service directly from the manufacturer. Contact us at info@anewchapter.store and we will assist you with warranty claims and provide manufacturer contact information.

Your Consumer Rights

This Return and Refund Policy does not affect your statutory consumer rights under applicable federal and state law. Depending on your location, you may have additional rights beyond what is outlined in this policy. If you believe we have not honored your legal rights, please contact us or consult with a consumer protection agency.

Contact Us

If you have questions about returns, refunds, or need assistance initiating a return, our team is here to help:

Company Information

Business name: A New Chapter
Address: 4462 Clinton St, Marianna, FL 32446, United States
E-Mail: info@anewchapter.store
Phone: +1 850-557-0667

Customer Service Opening Hours:
Monday-Friday: 9:00 AM – 6:00 PM CT
Saturday-Sunday: Closed
Time Zone: Central Time (GMT-6)

🕒 Response Time: We respond within 1 business day