Returns and Exchanges Policy

At WellPlaid®, we are committed to offering high-quality products and an excellent online shopping experience. However, we understand that there may be occasions when you need to return or exchange a product.

  1. General Exchanges and Returns
    1. Defective, damaged, or incorrect products: If the product you received has a manufacturing defect, is damaged, or is not the item you ordered, you may request an exchange for the correct or undamaged product. In these cases, the exchange will take priority over a refund, and the correct product will be sent to you at no additional cost.
    2. Products in good condition: If the product has no defects, but you wish to exchange it (for example, for a different clothing size or model), you may do so under the conditions described below.
  2. Refunds
    1. Refunds will only be considered if the product does not match the advertised features or if it is not possible to exchange it for the same or a similar item. Refunds are subject to the product being returned in the same condition in which it was received, with no additional damage.
  3. Conditions for Exchanges or Returns
    1. The product must be in the same condition as when it was received: it must not have any additional damage or signs of use.
    2. In cases of visible defects or damage, please send us clear photos of the defective or damaged product, along with a detailed description of the issue.
    3. Clothing products: If you wish to exchange for a different size, ensure the garment has not been worn or washed and retains all original tags and packaging.
    Important Note: We are not responsible for incorrect returns or exchanges of items not originally purchased. Please verify that the received product matches your order before proceeding with any request.
  4. Shipping Costs
    1. Shipping costs for exchanges or returns will be covered by the customer, except in cases of defective, damaged, or incorrect products, where the shipping cost will be covered by WellPlaid®.
  5. How to Request an Exchange or Return
    1. To request an exchange or return, please follow these steps:
      1. Contact our customer service within 5 business days after receiving the product by emailing support@winnrz.com or calling +44 7788 888799.
      2. Provide your order number, the product to be exchanged or returned, and a detailed description of the issue or reason for the return.
      3. If the product is defective or damaged, include clear photos showing the issue.
      4. If the product is being exchanged for size or preference, make sure it has not been used or altered.
      Once your request is received and approved, we will provide instructions for shipping the product. If the exchange is approved, we will send you the new item at no additional cost.
  6. Exclusions
    1. We do not accept returns or exchanges for the following products:
      1. Customized or made-to-order products.
      2. Personal hygiene products (such as underwear, swimwear, etc.), for health and safety reasons.
  7. What to Do If You Don't Receive the Product
    1. If you do not receive the product within the estimated delivery timeframe, as outlined in our shipping policy, please proceed as follows:
      1. Report of non-receipt: If the product has not arrived within the stated timeframe, notify our customer service immediately by emailing support@winnrz.com or calling +44 7788 888799. Please include your order number and a description of the issue so we can investigate.
      2. Timeframe to report: In accordance with the Federal Consumer Protection Law and applicable regulations, customers have 5 business days after the estimated delivery date to report non-receipt of the product.
      3. Investigation and follow-up: We will initiate an investigation to determine the delivery status. If it is confirmed that the package was not delivered, we will take the necessary steps to resolve the issue. In such cases, the product will be resent at no additional cost, provided non-delivery is confirmed.
      4. Responsibility of the courier: If the package was lost or misdelivered by the courier, WellPlaid® will handle the claim with the responsible courier service to resolve the issue. However, delivery responsibility lies with the courier once the package has been handed over to them.