At WELENY, customer satisfaction is always our top priority.
Our dedicated quality control and quality assurance team will check your items before shipment. The quality of our products is guaranteed. However, you do need to check your size carefully and accurately before buying. Please refer to the size chart on the product page.
We provide 30 natural days from the date of delivery of the products to allow you to decide whether the products you receive are suitable for you. If you want to return or exchange the products, please contact us within 30 days after receiving the package, and you will pay the shipping costs for the return or exchange. Before we receive the return package and find that the product is still in its original condition, you must bear 100% responsibility for the return.
Return and exchange conditions:
1.It must be a product purchased in the WELENY.COM.
2.Delabeled items or items that lack the original packaging (such as packaging bags).
3.The product has not been worn or washed.
4.If you have any quality problems, please contact us as soon as possible and be sure to provide clear and accurate photos.
5.Customs clearance merchandise or merchandise marked as "final sale".
6.We do not accept returned or exchanged products that you directly return without contacting us.
7.No replacement for non-quality problems (due to the slow replacement process, it is recommended that you return and exchange the product before purchasing a new product).
8.Gift card returns: The purchase of gift cards (final sale) will not be cancelled or refunded.
9.We do not support unreasonable refunds (due to personal preferences and other reasons), if you insist on refunding, we will charge a 15% handling fee for the order, please know. If the refund is due to size etc., please provide proof.
Tips：Items that do not meet these conditions will not be regarded as returned or exchanged.
Please note that the following conditions are not a quality issue：
1.Returns and exchanges caused by dissatisfaction with styles, colors, and personal preferences do not constitute quality problems.
2.Damage caused by others or external factors beyond the control does not constitute a quality problem.
3.Loose lines, burrs, thickness, touch, color difference, etc. caused by differences in videos, pictures, etc. do not constitute quality problems.
4.Please refer to our size chart to make the final purchase decision. Our customer service only provides suggestions; returns and exchanges caused by size problems do not constitute quality problems.
5.Due to differences in designs and styles between products, different products of the same size may be slightly different.
Please contact our customer service email: firstname.lastname@example.org in advance, indicate the product you want to exchange and the reason, and provide the product picture;
Send your items back to us according to the content of this return and exchange policy or the replacement instructions of our customer service;
Within 3-5 days after our warehouse receives the items you sent back and approves your request, the new and replaced items will be shipped.
Responsibility for return and exchange:
You will be responsible for paying the shipping cost of the returned item and sending the package to the return address provided below. Shipping costs are not refundable. You do not need to bear the handling fee for return or exchange.
Please update the tracking number to us after returning the package, you can choose any shipping method you like. Before we receive the return package and find that it is in a brand new condition, you are 100% responsible for the return.
1.We will refund you within 1-3 working days after receiving the package and confirming that it is free of defects.
2.If a refund is requested within 24 hours after the order is placed or the order is cancelled before shipment, we will refund the full amount.
Please contact us directly or send an email to email@example.com to apply for a refund, and send your relevant billing information as much as possible, including your name, phone number and the address where the order was sent.
If you need to change or cancel your order before shipping, please contact us immediately on the day you place the order. When the order enters the processing state or our warehouse has processed your order, we will not be able to make any changes.
After this time, the refund time-frame is as below：
1.Paypal account refund: up to 48 hours
2.Credit card refund: between 7-14 working days
3.Wallet refund: up to 24 hours
Refunds received by different payment channels will have varying degrees of delay, which is a normal phenomenon; the actual date of receipt of the refund shall prevail. The returned money will usually be returned to your original payment method account. You do not need to bear the refund fee.
If you have any questions, you can always contact us.