Return Policy
Returns
Can I return my order? Yes, you can return your order within 30 days of receipt if you are not satisfied with your purchase. However, the following conditions must be met:
- The item must be returned in its original condition, including all components, accessories, and packaging.
- The product must show only normal handling; damage due to improper use is not eligible for return.
- Hygiene-sensitive products must be thoroughly cleaned before being returned.
- If the item is defective upon arrival, it must be reported immediately.
- The customer is responsible for all return shipping costs.
As we operate with international fulfilment partners, all returns — including returns where the customer is simply not satisfied with the purchase — are processed through our overseas warehouse. Do not send items back on your own initiative; the correct return address will be provided by our team.
Returns may be subject to handling, restocking, and/or customs-related fees of up to 10% of the order value. These costs may be deducted from the total refund amount where applicable.
We reserve the right to reject returns if items appear to be used, damaged, or do not meet our return conditions.
How to Return Your Order
If your order meets the return conditions, please follow these steps:
- Send an email to: support@wellingtonandbrooks.com
- Include the following details:
- Order number
- Reason for return
Once we receive your request, we will provide you with the correct return address. Do not send returns to the sender's address. Returns must be sent to the address provided by our team, and the customer bears the shipping costs to send the item back, regardless of the reason for return.
Right of Withdrawal (Cancellation Policy)
If you are a consumer (i.e., a private individual making a purchase for non-commercial purposes), you have the right to withdraw from the contract under the following conditions:
Cancellation Period
You may cancel your order within 12 hours from the moment you placed the order.
Important: As we operate an automated fulfillment system, orders are processed shortly after placement. This means cancellation is no longer possible once more than 12 hours have passed since placing the order, as the order will already have been processed.
How to Cancel Your Order
To exercise your right of withdrawal, please send a clear written statement (via email) to Wellington & Brooks indicating your decision to cancel the order. The cancellation is valid only when the notification is received by us within 12 hours of placing the order.
Refunds
Orders are first checked by the department store; if the items are approved, it can take up to 14 working days for the refund. Refunds will be issued using the original payment method, unless otherwise agreed.
All returns must be sent to our central warehouse overseas. Return costs are the customer's responsibility, whether the return is due to dissatisfaction, cancellation, or another reason (except in the case of a proven defect upon arrival).
For any further questions, please contact our customer service team at support@wellingtonandbrooks.com.