Return Policy

By placing an order, you have confirmed that you have read, understood and accepted these following policies:

CANCEL/MODIFY ORDER

Please contact our support team within 2 hours since your order is placed to make a request in cancellation/exchange the item or change/update your order information.

Please be informed that a management, processing and transaction fee (10% of your total order value) will be applied for the cancellation.

NOTE:

All the products are made-to-order,After this timeframe, any request relates to cancellation or exchanges won’t be accepted and the item will be processed as normal.

Returns (if applicable)

We accept product returns. Customers have the right to request a return within 14 days of receiving the product. Items must be returned in new, unworn, unwashed, undamaged, and unaltered condition and have the original tags attached and the hygiene sticker (if applicable) intact.

We typically DO NOT accept refunds or replacements due to customer mistakes such as:

• Incorrect selection of sizes, designs, colors, address,etc. So please review your order
• carefully before you check out to ensure your order is correct
• Improper care, damages in use.

However, we can offer a free replacement or a refund if the request meets certain criteria:

• Missing item during transit
• Wrong item with what you ordered
• Item returned by the carrier without reason
• Damaged due to the fault of our factory or the carrier

NOTE: Due to the different monitor and light effects, the actual color and size of the item may be slightly different from the visual image. So, any return request relating to this reason won’t be considered.

Quality Check for Returns

1. If you receive a damaged/defective item, please contact WESTHERCLO Customer Service within 24 hours of receipt.
2. When a returned item arrives at our warehouse, we will inspect and/or test it to ensure it is return- eligible and meets the applicable return requirements listed above. If the item passes our quality check, we will issue a refund or a free replacement. If our inspection finds that the returned item is not return-eligible or does not meet the return requirements listed above, we will reject the return and refuse to issue a refund or a free replacement.
3. If an item’s return is rejected, we will send the item back to you at the same address that was specified in the original order and will deduct its return shipping fee from the amount of refund of other item(s) returned in the same order, if any. Currently, the return shipping fee for sending the rejected-return item to you is $7.99, and we reserve the right to adjust this fee.
4. In certain cases, we reserve the right, at our sole discretion, to offer a refund on the rejected-return item, instead of sending it back to you.

NOTE:

1. Please do NOT send your return to the sender's address on your original package. This is not the return address and will affect the processing of your return. You can only ship to the return address provided by our customer service.
2. Please make sure you do not include any items that were not purchased on the WESTHERCLO Site or App by mistake in your return package. We will not be responsible for sending those items back to you.
3. To ensure a smooth and timely refund process, please make sure that the item(s) you are returning match(es) the details listed on your WESTHERCLO return request. Any discrepancies may cause delays or prevent us from being able to process your return.
4. You should return items in the original transparent bag with the SKC and barcode if possible. If the outer packaging is damaged or lost, or if it cannot fit all the items, you can use your own packaging.

Refunds (if applicable)

Our policy lasts 3 days from arrival date. If 3 days have gone by since you received the item, unfortunately, we can’t offer you a refund or exchange. As soon as you receive the refund confirmation from our support team, it may take around 3-5 days to process your refund. Once we issue your refund, it may take time for your fund to appear in your account balance (depends on your financial institution).

Late or missing refunds (if applicable)

If you still haven't received a refund, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Then contact your bank. There is often some processing time before a refund is posted. If you've done all this and still haven't received your refund, please contact us at [email protected].