Thank you for shopping at Westeez. We want you to be completely satisfied with your purchase. If you have any questions regarding returns and refunds, please review our policy below.
1. 14-Day Post-Sales Money Back Guarantee
We offer a 14-day return policy, allowing you to request a return within 14 days of receiving your item.
Eligibility: To be eligible for a full refund, the product must be unopened, unused, unworn, and in the same condition that you received it, with its original packaging and invoice.
Health and Hygiene Exception: For health and hygiene reasons, we cannot accept returns or offer refunds/exchanges if the product has been opened, worn, or used.
How to Initiate a Return:
To request a return, please contact our customer support team at market@westeez.com for approval and detailed return instructions. Please do not send your purchase back without prior approval.
Return Shipping Address:
Please contact customer service (market@westeez.com) for the correct return shipping address. Ensure the package is securely sealed and includes the original invoice.
2. Refund Processing Time
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
Refund Timeframe: If approved, your refund will be processed and automatically applied to your original method of payment or bank account within 7 to 15 business days.
3. Shipping Fees for Returns
Customer-Driven Returns: If the return is due to personal reasons (e.g., you changed your mind, ordered the wrong size/product), the consumer is responsible for the return shipping fee. The specific cost will depend on the express shipping company you choose.
Company-Driven Returns: If the return is due to our error (e.g., damaged, defective, or incorrect product received), the consumer is not required to bear the shipping fee, and we will cover the return costs.
4. Order Cancellation Policy
Cancellation Window: You may cancel your order within 24 hours of purchase, provided the order has not yet been processed for shipping. If successfully canceled within this window, we will issue a full refund.
After 24 Hours: Cancellations after 24 hours are subject to approval based on the order and shipping status. Once an order has been dispatched from our warehouse, it can no longer be modified or canceled.
5. Specific Situations & Exceptions
Wrong Product Ordered
Before Shipment: If you realize you ordered the incorrect product, contact us immediately. We can modify or cancel your order before it is dispatched.
After Shipment: If the package has already been shipped, no changes can be made. You may reject the package upon delivery and mark it as “Return to Sender (RTS)”, and please contact us within 48 hours.
Wrong Product Received
If there is an error in the product shipped to you, you can:
Reject the package upon delivery and mark it as Return to Sender (RTS).
Accept it and contact us within 48 hours of receipt. We will guide you through the return/exchange process at no extra cost to you.
Damaged or Defective Product
If you receive a damaged or defective product, please contact our customer service with clear details and photos/videos of the issue. We will arrange a replacement or refund at our discretion. You will be required to return the faulty product along with all accompanying accessories and original packaging.
Product Not Received (Lost in Transit)
If your product was not delivered or was lost in transit (excluding stolen packages after delivery), please contact us. We will investigate the matter with the logistics carrier and arrange a replacement or solution as soon as possible.
Customs Restrictions (Adult Products)
For countries where adult products are legally banned or restricted: We will try our best to assist the goods through customs, but we cannot guarantee clearance. Once the goods are detained by local customs, we cannot bear the associated losses.
6. Contact Us
If you have any other questions or need further assistance with a return request, please feel free to reach out to our customer service team. We are happy to help!
