Return & Refund Policy
1. Return Information
If you receive the wrong product
If you receive an item different from your ordered product, please email our customer support within 7 calendar days upon delivery. You need to provide your order number and clear photos of the item, packaging and shipping label. We will arrange the correct item delivery free of charge and supply prepaid return label for the wrong goods. If the correct product is out of stock, we will issue a full refund including original shipping cost.
If you change your mind (voluntary return)
You may return eligible unused items within 14 calendar days after you receive the parcel if you simply change your mind. You must notify us by email before the expiry of the 14-day window. The buyer shall bear all return shipping fees for change-of-mind returns. Goods must comply with our return conditions below. We will process the refund only after we receive and inspect the returned merchandise.
2. Refund Information
Lost parcel
If your parcel is confirmed lost by the shipping carrier, contact our support with your order number. After we complete the investigation with the logistics provider, we will offer you two options: full refund or re-delivery of your order.
Damaged or defective product
If goods arrive damaged or with manufacturing defects, please submit photos/videos of the damaged product and packaging within 7 calendar days of delivery. Once verified, you can choose full refund, repair or product exchange. We will cover the related return shipping cost for defective/damaged items caused during production or transit. Refund will be processed to your original payment method.
3. Exchange Information
When you request an exchange for purchased goods You may apply for exchange within 14 calendar days after receiving eligible products, subject to stock availability and our return conditions. You can exchange for different size, colour or equivalent-value styles. For exchanges caused by wrong/defective items, we bear return and re-delivery shipping cost. For change-of-mind exchange, the customer pays outbound and return shipping fees. If your preferred replacement item is sold out, we will offer a refund instead.
4. Return Conditions
All returned merchandise must satisfy all the following requirements:
- The item is within the 14-day return window from delivery date.
- Products are unworn, unwashed, unaltered and free of stains, odour or scratches.
- Original tags, labels and packaging must remain intact and attached.
- No damage caused by improper use, self-modification or incorrect washing.
- Return application is submitted by email with required photos and order information.
5. Non-Returnable Items
The below categories cannot be returned or exchanged:
- Final sale / clearance discounted items.
- Customised or personalised garments.
- Products damaged after delivery due to customer misuse, improper washing or normal wear and tear.
- Goods returned without original tags, packaging or with visible signs of wear.
6. Exchange Policy
- Exchange request must be submitted within the 14-day cooling-off period.
- Exchange is subject to stock availability.
- Defective/wrong item exchange: We cover shipping charges.
- Change-of-mind exchange: Customer is responsible for all shipping fees for return and resending.
- If replacement item is unavailable, refund will be issued instead.
- Same non-returnable rules apply for exchange.
7. Return Process
- Submit return/exchange request by email: support@welather.com, provide your order number, reason and product photos.
- We will review your application and send return instruction and return label (if applicable).
- Pack goods securely, attach original tags, ship back following our guidance.
- We receive and inspect the returned package.
- Once inspection approved: Process refund OR arrange new item exchange shipment.
- Refunds will be credited back to your original payment method within 7–10 business days after approval.
Contact Email: support@welather.com