Refund Policy
We hope you love what you receive from us and that it becomes something you reach for every day. Still, sometimes things happen: a pattern looks different in person, a bag is bigger or smaller than you pictured, or a parcel has a rough journey. Please read this Refund Policy carefully. It applies to all orders placed through our online store and supplements our Terms and Conditions.
1. Return period and conditions
1.1 You can request a return within thirty (30) days of receiving your order.
1.2 For a return to be accepted, the item must:
a) be unused and in its original condition (looking it over and trying it at home, as you would in a store, is fine)
b) be complete, with all parts, tags and packaging
c) be free of marks, stains, odors, pet hair and signs of use
d) not have been washed, altered or repaired
1.3 Items made to your specifications or personalized are excluded from change-of-mind returns.
1.4 Damage, faults or incorrect items must be reported to us immediately after delivery (see section 4).
1.5 We reserve the right to refuse returns that do not meet these conditions.
2. Changes and cancellations
2.1 Orders are processed quickly, usually within 1 to 2 business days, so that we can prepare and ship them without delay.
2.2 You can cancel or change your order within 24 hours of placing it, provided it has not yet been processed or dispatched. Email us with your order number. After that window, or once processing has started, cancellations, item changes and changes to the delivery address are generally no longer possible.
2.3 Please check all your details carefully before completing your order.
2.4 You are responsible for the accuracy, completeness and currency of the details provided at checkout.
2.5 If you do not wish to keep an item after delivery, you can use your return right under this policy.
3. Return requests
3.1 To start a return, email us within 30 days of receiving your order at: info@winslowmercantile.com
3.2 Your request must include:
a) order number
b) full name
c) delivery address
d) the item(s) you are returning
e) reason for the return
f) clear photos (for damaged, faulty or incorrect items)
3.3 Once we have reviewed your request, you will receive our return authorization and the correct return address, usually within 2 business days.
3.4 Do not send items back to the sender address on the parcel. It is not a returns address, and returns sent without authorization cannot be traced and may be refused.
3.5 For an authorized return, a refund is the standard outcome. By agreement with you, we can alternatively offer:
a) an exchange for the same or an equivalent item
b) a store credit for a future purchase
4. Damaged, faulty or incorrect items
4.1 If an item arrived damaged, faulty or not as ordered, please contact us immediately after delivery with photos that clearly show the problem and the packaging.
4.2 If the photos confirm the damage, fault or incorrect delivery, we send you a free replacement straight away. You do not need to return the affected item for this.
4.3 A free replacement is our standard remedy for damaged, faulty or incorrect items. Return shipping costs are not covered or reimbursed by us.
4.4 If you would rather not keep the item despite the replacement offer, you can return it under section 6. The general return conditions then apply: return at your own cost, refund only after receipt and inspection of the item. A fault we have confirmed is not treated as a reduction in value during that inspection.
4.5 Your statutory rights are not affected by this section, including any right under the consumer law of your country to choose a refund instead of a replacement for a faulty item, and any right to have reasonable return costs for faulty goods covered.
5. Return shipping costs
5.1 Returns are not free. Return shipping costs are your responsibility in all cases; we do not cover or reimburse return shipping. For damaged, faulty or incorrect items, no return is needed because we send you a replacement (see section 4).
5.2 Because we work with international suppliers, authorized returns may need to be sent to our warehouse in China. The exact address is provided with your return authorization.
5.3 Original shipping costs, including any optional faster shipping you selected, are not refunded unless required by law.
5.4 Please use a tracked shipping service and send us the tracking number. The return travels at your risk; we are not liable for returns that do not reach us.
6. Change-of-mind returns and statutory cancellation
6.1 We offer you a change-of-mind return period of thirty (30) days from the day you receive your order, with no reason required.
6.2 If you live in the United Kingdom or Ireland, you also have a statutory right to cancel your order within fourteen (14) days of receiving the goods. You can use the model cancellation form in Appendix A, but you do not have to. Our 30-day period goes beyond this right.
6.3 During the return period you may inspect the item as you would in a store. If you go further than necessary to establish its nature, characteristics and functioning, you are liable for the resulting reduction in value.
6.4 The return must be requested in writing within the applicable period, by email to info@winslowmercantile.com or using the form in Appendix A.
6.5 After your return has been authorized, you must send the items back within fourteen (14) days to the return address we provide. Return shipping costs are your responsibility.
6.6 The refund is issued only after we have received and inspected the returned items (see section 7). Where a statutory cancellation right applies, mandatory legal provisions on refunds remain reserved.
6.7 The change-of-mind return period does not apply to items made to your specifications or personalized. Where a statutory cancellation right applies, these exceptions apply to the extent provided by law.
7. Refunds
7.1 Refunds are issued exclusively after receipt and inspection of the returned items at our end.
7.2 During inspection we check that the item is complete, unused and in its original condition, and that it matches the item that was delivered.
7.3 If the return does not contain the original item, is incomplete, or the item shows signs of use, damage or any other unjustified reduction in value, we reserve the right, to the extent permitted by law, to reduce or refuse the refund.
7.4 After a successful inspection, we refund the amount paid for the product within fourteen (14) days to the original payment method.
7.5 How long it takes for the amount to appear in your account depends on your payment provider or bank.
8. Undelivered or uncollected parcels
8.1 We do our best to deliver every order successfully. In some cases the carrier may adjust the delivery (for example by leaving the parcel at a post office or collection point, or by making a further delivery attempt). These decisions are outside our direct control.
8.2 A delivery is considered failed when:
a) the parcel is not collected within the holding period
b) delivery is refused
c) delivery is not possible because of incorrect or incomplete details
8.3 In these cases, the parcel is returned to us.
8.4 Once we have received the returned parcel, you can choose between:
a) reshipment against payment of the shipping costs
b) a partial refund of 65 % of the product value
8.5 The amount retained (35 %) covers, to the extent permitted by law, the costs already incurred and not recoverable, in particular international shipping (outbound and return), handling and logistics costs, carrier fees and restocking costs.
8.6 Not collecting or refusing a parcel does not automatically count as a return request or cancellation. A change-of-mind return, or a statutory cancellation where it applies, requires an express written request within the period stated in section 6 (see also Appendix A).
9. Lost parcels
9.1 If a parcel is lost in transit because of a confirmed logistics problem that you did not cause, we send you a free replacement. The carrier's confirmation is decisive.
9.2 If the tracking shows delivery to the address you provided, the parcel is deemed delivered. In that case, please first check with neighbors, your building manager or your local post office or collection point, and then contact us so that we can open an investigation with the carrier. We may ask you to confirm in writing that you have not received the parcel. We resolve the case once the investigation is complete.
10. General provisions
10.1 All returns require our prior authorization.
10.2 We are not responsible for customs delays, import charges or other government fees.
10.3 Refunds are issued only after receipt and inspection of the items.
10.4 If we suspect misuse of the return policy, for example returning different or used items, unusually frequent returns, repeated damage claims, or false statements, we reserve the right to refuse returns and replacements and to consider legal steps. Where a replacement or refund has been issued for a damaged or faulty item without a return, only one remedy per item can be issued.
10.5 In the event of a chargeback, we reserve the right to provide the payment provider with all relevant evidence, in particular proof of delivery, tracking history and all correspondence. Chargebacks filed for orders that were delivered as described, or for which a refund has already been issued, will be contested, and we may decline future orders from the same customer.
11. Dispute resolution
If something is not right, please contact our customer service first so that we can find a solution together. Beyond that, you can turn to the consumer protection body for your country:
- United States: your state attorney general's consumer protection office
- Canada: your provincial consumer protection office
- United Kingdom: the Citizens Advice consumer service
- Ireland: the Competition and Consumer Protection Commission (CCPC), and the European Commission's list of recognized dispute resolution bodies (Alternative dispute resolution bodies in the EU)
- Australia: the fair trading agency of your state or territory, or the ACCC for general information
- New Zealand: Consumer Protection (MBIE) or the Disputes Tribunal
Using these avenues does not affect your right to take the matter to court.
12. Contact and support
If you have questions about this policy or about a return, you can reach us at any time at: info@winslowmercantile.com
We will look at your request carefully and work with you towards a fair solution.
Appendix A: model cancellation form
(Customers in the United Kingdom and Ireland may use this form to exercise their statutory right to cancel. Everyone else can copy it into an email to request a change-of-mind return.)
To: Winslow Mercantile | info@winslowmercantile.com
I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods:
Order number: ___________________________
Item(s): ___________________________
Ordered on: ___________________________
Received on: ___________________________
Name of consumer(s): ___________________________
Address of consumer(s): ___________________________
Date: ___________________________
(*) Delete as appropriate.