About New30

Last Updated: July 2, 2026

New30 is a wellness brand owned and operated by SERENITY GROUP, a company registered in France.

Throughout this policy, references to "New30," "we," "our," and "us" refer to SERENITY GROUP.

We are committed to providing a transparent shopping experience and responsive customer support before, during, and after your purchase.

Quick Summary

• ✓ 30-Day Return Window
• ✓ Customer Support Available Before and After Purchase
• ✓ Damaged or Incorrect Products Covered
• ✓ Size Exchange Assistance Available (Subject to Eligibility)
• ✓ Refunds Issued to the Original Payment Method
• ✓ Return Authorization Required Before Sending Any Product

Contact Us First

If you experience any issue with your order, we kindly ask that you contact our Customer Support Team before returning a product, requesting a refund, or initiating a payment dispute.

Many concerns can often be resolved quickly through our support team, including:

• Shipping delays
• Tracking enquiries
• Incorrect items
• Damaged deliveries
• Product concerns
• Size exchange requests
• Return requests
• Refund enquiries

To ensure your request is handled correctly, all returns, exchanges, replacements, and refund requests must be reviewed by New30 Customer Support before any product is returned.

Returns sent without prior authorization or return instructions may be delayed, refused by the receiving facility, returned to the sender, or become ineligible for processing.

Return Eligibility

Products purchased directly from New30 may be eligible for return within 30 days of delivery, provided the following conditions are met:

• Your return request is submitted within 30 days of receiving your order.
• The product is in its original condition.
• The product has not been intentionally damaged, altered, misused, or modified.
• Proof of purchase may be required.
• You have contacted Customer Support and received return instructions before sending the product.

Each return request is reviewed individually to help ensure a fair outcome for both the customer and New30.

Hygiene & Product Condition

Because New30 products, including compression sleeves, are worn directly against the skin, certain hygiene standards apply.

Unless the product is damaged, defective, or incorrect upon delivery, the following items are generally not eligible for return or refund:

• Products that have been worn.
• Products that have been washed.
• Products showing signs of use, staining, odors, or damage after delivery.
• Products that are no longer in their original condition due to customer use.

Products that have been opened but not worn or used may be eligible for return, subject to inspection and approval by our Customer Support Team.

This policy does not affect your rights if you receive an incorrect, damaged, or defective product.

How to Start a Return

Step 1

Contact our Customer Support Team at:

info@newthirty.com

Step 2

Please provide:

• Order Number
• Full Name
• Email Address Used During Checkout
• Description of the Reason for the Return
• Photos or Videos (if applicable)

Step 3

Our team will review your request and provide the appropriate return instructions, including the authorized return address where applicable.

Please do not return any product before receiving instructions from our Customer Support Team.

Size Exchanges

If you ordered the wrong size or require assistance selecting a different size, please contact our Customer Support Team.

Exchange requests are reviewed based on:

• Product condition
• Inventory availability
• Order details
• Nature of the request

Our team will work with you to determine the most appropriate solution whenever possible.

Damaged, Defective, or Incorrect Products

If your order arrives damaged, contains a manufacturing defect, or you receive an incorrect item, please contact us within 30 days of delivery.

To help us review your request, please provide:

• Order Number
• Description of the issue
• Clear photographs or videos showing the problem

Depending on the circumstances, New30 may provide:

• A replacement product
• A size exchange
• A refund
• Another appropriate resolution

Each case is reviewed individually.

Lost Packages

If your package appears to be lost during transit, please contact us as soon as possible.

Our Customer Support Team will work with the shipping carrier to investigate the shipment and determine an appropriate resolution.

Carrier investigations may require additional processing time.

Return Shipping

If a return is approved because:

• You received an incorrect item,
• The product arrived damaged, or
• A verified manufacturing defect is identified,

New30 may cover the cost of return shipping where appropriate.

For other approved returns, customers may be responsible for return shipping costs unless otherwise stated at the time of purchase or required by applicable law.

Original shipping charges are generally non-refundable unless required by applicable law.

Refund Processing

Once your returned product has been received and inspected, we will notify you of the outcome of your request.

If your refund is approved, it will be issued to the original payment method used during checkout.

Estimated processing times:

• Return inspection: 3–5 business days
• Refund processing: 3–5 business days
• Bank or payment provider processing: 5–10 business days

Actual processing times may vary depending on your financial institution or payment provider.

Delayed or Missing Refunds

If you have received confirmation that your refund has been processed but do not yet see the funds:

1. Verify the original payment method used during checkout.
2. Contact your bank or payment provider.
3. Allow additional time for processing.

If you still require assistance, please contact our Customer Support Team.

Order Cancellations

If you need to cancel your order, please contact us as soon as possible.

Orders may be cancelled before they have been processed for shipment.

Once an order has been shipped, it can no longer be cancelled. If eligible, you may request a return after delivery in accordance with this policy.

Non-Eligible Returns

New30 reserves the right to decline return requests in situations including, but not limited to:

• Return requests submitted after the applicable return period.
• Products that have been worn, washed, or used where hygiene restrictions apply.
• Products that are not returned in their original condition, including products with stains, odors, excessive dirt, pet hair, or other signs of use.
• Products intentionally damaged, altered, modified, or repaired after delivery.
• Normal wear and tear resulting from regular use.
• Damage caused by improper use, misuse, accidents, negligence, improper storage, improper washing, failure to follow product care instructions, or use for purposes other than those intended.
• Products with missing parts, components, or accessories that were not due to an error on our part.
• Fraudulent, abusive, or excessive return requests.
• Products returned without prior authorization from New30 Customer Support.

For the purposes of this policy, normal wear and tear refers to the natural deterioration of a product that occurs through ordinary and expected use over time. This may include normal changes to the fabric, compression level, elasticity, stitching, appearance, color, or overall performance resulting from regular use. Normal wear and tear is not considered a manufacturing defect and is therefore not eligible for a return, refund, exchange, or replacement.

Nothing in this section affects your rights if you receive an incorrect product, a product with a verified manufacturing defect, or a product that was damaged during transit. Such situations should be reported to New30 Customer Support within the applicable return period so that we can review your request and determine an appropriate resolution.

International Returns

New30 serves customers in multiple countries.

Return procedures, shipping times, and authorized return locations may vary depending on the destination country, fulfillment location, and product purchased.

Customers should always wait for return instructions from our Customer Support Team before returning any product.

Contact Information

SERENITY GROUP

11 COURS ARISTIDE BRIAND

69300 CALUIRE-ET-CUIRE

FRANCE

Business Registration Number (SIREN)
834 025 959

VAT Registration Number
FR40834025959

Email
info@newthirty.com

Phone
+33 6 95 85 73 71

Customer Support Hours

Monday – Friday

9:00 AM – 5:00 PM (Central European Time)

Average Response Time

24–48 Business Hours