New Gen Refund Policy

Last Updated: 28/06/2025

We want you to feel confident trying Oasis Chill Pouches. If something's not right, we’ll make it right. Here’s everything you need to know:

30-Day Return Window
You have 30 days from the date you receive your order to request a return or exchange. Please note, some exclusions apply (see below).

Pre-Orders
All pre-order purchases are final. By placing a pre-order, you agree to reserve a unit from our upcoming batch. Fulfillment will begin once inventory becomes available. Pre-orders cannot be canceled or refunded once placed.

Damaged Items
If your item arrives damaged, please contact us at support@startnewgen.com within 7 days of delivery. We’ll offer either a full refund or send a replacement—your choice. No processing fees apply in this case.

Return Eligibility & Guidelines

Due to safety and hygiene reasons, opened pouches cannot be returned.

Items must be completely sealed and in original packaging.

Include proof of purchase (receipt or confirmation email).

If your item is opened and you are unsatisfied, please still reach out—we may be able to offer a partial refund or personalized solution.

To request a return, email us at support@startnewgen.com. If approved, we’ll provide next steps. Return shipping is the customer’s responsibility unless the product was damaged or incorrect.

European Union Customers
If your order ships to the EU, you are entitled to cancel or return your order within 14 days of delivery—no reason needed. Product must be sealed and unused.

Refund Timing
Once we receive and inspect your return, we’ll notify you of the outcome. If approved, we’ll process your refund to your original payment method within 10 business days. Please allow additional time for your bank to finalize the refund.

If you haven’t seen your refund after 15 business days from our approval email, please reach out to us at support@startnewgen.com.