Refund and Returns Policy

1. Overview

At Westelora, we want you to have a clear and reliable shopping experience when purchasing clothing and requesting customized garments through our website.

This Return & Refund Policy explains the conditions under which returns, exchanges, refunds, and order cancellations may be considered for purchases made through https://westelora.com/.

Our products include clothing that may be available in standard sizes as well as garments customized according to customer-selected measurements, design preferences, colors, or other specifications. Because customized products may require additional preparation and production, certain return and cancellation conditions may differ from those applicable to standard products.

We encourage all customers to review product descriptions, available size information, customization options, and order details carefully before completing a purchase.

This policy is intended to operate alongside any mandatory consumer rights applicable to your transaction. Nothing in this policy is intended to exclude, restrict, or override rights that cannot lawfully be excluded or restricted under applicable law.

2. Scope of This Policy

This policy applies to orders placed directly through the Westelora website, including:

• Standard clothing products.
• Clothing purchased in selected sizes, colors, or styles.
• Garments made or adjusted according to customer specifications.
• Orders containing personalized design details.
• Products received in a damaged, defective, or incorrect condition.

The applicable return or refund outcome depends on the nature of the product, the reason for the request, the condition of the item, the order details, and any mandatory consumer protection requirements.

If a specific product listing provides additional return conditions, those conditions should be read together with this policy, subject to applicable law.

3. Return Eligibility

A return request may be considered when the product and circumstances meet the applicable eligibility requirements.

3.1 General Conditions

For standard clothing products, we may consider a return request when:

• The item is unused and has not been worn, washed, or altered.
• The item remains in its original condition.
• Original tags, labels, accessories, and packaging are retained where applicable.
• The item has not been damaged through improper handling after delivery.
• The request is submitted within the applicable return period.
• The customer can provide sufficient information to identify the order and explain the reason for the request.

Items showing signs of wear, washing, unauthorized alteration, stains, strong odors, or damage caused after delivery may not qualify for a voluntary return, except where applicable law provides otherwise.

Eligibility will be assessed according to the circumstances of the request and the legal requirements that apply.

3.2 Product Condition

Before submitting a return request, please inspect the garment and its accompanying items.

Where a return is approved, please pack the item securely to reduce the risk of damage during transportation. Include any original accessories or components that were supplied with the product, where applicable.

Do not send an item back before receiving the relevant return instructions. This helps avoid delivery problems, unidentifiable parcels, and unnecessary delays.

3.3 Items That May Not Qualify for Voluntary Returns

Subject to mandatory consumer rights and any applicable exceptions, certain products may not qualify for a voluntary return, including:

• Clothing that has been worn, washed, or altered after delivery.
• Products damaged through misuse or improper care after receipt.
• Personalized or customized garments made according to customer-specific requirements.
• Products with missing components or accessories where those components were supplied as part of the purchase.
• Items returned in a condition that materially differs from the condition in which they were received.

These limitations do not automatically apply where an item is defective, incorrectly supplied, materially different from its description, or otherwise covered by a mandatory legal remedy.

4. Return Period

Customers should submit return requests within the return period stated on the applicable product page or otherwise communicated for the order.

If no specific return period has been stated, please request return instructions before sending the product back. Eligibility will be assessed according to the circumstances, any applicable order-specific terms, and mandatory consumer protection laws.

Where the law provides a statutory withdrawal, return, or refund period, that legal period will apply as required.

To help us assess your request efficiently, please include your order reference, the item concerned, and a clear explanation of the reason for the return.

5. Customized Clothing and Personalized Orders

Westelora supports clothing customization for products and services where customization options are available.

Customized garments may be prepared according to measurements, design selections, colors, fit preferences, or other specifications provided by the customer. These requirements may affect production, materials, and the ability to resell the finished garment.

5.1 Customer-Requested Customization

Before placing an order for customized clothing, please carefully review:

• Your submitted measurements.
• The selected size or fit specifications.
• The requested color, style, fabric, or design.
• Any personalization details.
• The final order summary and applicable product description.

You are responsible for ensuring that the measurements and instructions you submit are accurate and complete.

Where the requested customization is based on incorrect or incomplete information supplied by the customer, the resulting garment may not qualify for a voluntary return or refund solely because it does not match the customer’s intended fit or preference.

This limitation does not apply where the problem results from our failure to follow the confirmed specifications, a product defect, an incorrect item, a material misdescription, or another circumstance for which a remedy is required by law.

5.2 Customized Products Made to Order

Unless otherwise required by applicable law or expressly stated in the relevant product terms, garments made specifically according to a customer’s individual specifications may be excluded from voluntary returns or change-of-mind refunds.

Examples may include garments produced using customer-specific measurements, personalized design elements, or other individual instructions that distinguish the item from standard ready-to-wear clothing.

The availability of a customization option does not remove any legal rights a customer may have regarding defective goods, incorrect production, or failure to meet the agreed specifications.

5.3 Errors in Customized Products

If a customized garment does not reasonably correspond to the specifications confirmed in the order, please contact us through the customer service options available on the website.

Please provide the order reference, a description of the discrepancy, and clear photographs where relevant.

We will review the submitted information and determine an appropriate resolution based on the circumstances and applicable law. Depending on the issue, a remedy may include correction, replacement, repair where appropriate, or a refund where required or agreed.

5.4 Customization Approval

Customers should review any available order summary or customization confirmation before completing the purchase.

If we request clarification regarding measurements or design details, please provide the requested information promptly. Incomplete or inconsistent specifications may affect production timing or the final result.

6. Damaged, Defective, or Incorrect Items

We aim to ensure that products supplied to customers correspond to the applicable order details.

If you receive a product that is damaged, defective, incorrect, or materially inconsistent with the product description or confirmed customization requirements, please submit a request through the customer service options available on the Westelora website.

To help us assess the issue, please provide:

• Your order reference.
• The name or description of the affected item.
• A clear explanation of the problem.
• Photographs showing the damage, defect, incorrect item, or relevant discrepancy, where practical.
• Any additional information reasonably necessary to review the request.

Please retain the item and its packaging while the issue is being reviewed, if reasonably possible.

Depending on the nature of the issue and applicable law, we may offer an appropriate remedy, such as a replacement, repair where suitable, return, or refund.

We will not require a customer to bear a cost that applicable law requires us to cover when providing a remedy for a defective, incorrect, or non-conforming product.

Minor variations in color appearance caused by differences in screen settings, lighting, or display technology do not necessarily constitute a product defect. However, a material difference between the item supplied and the description or specifications confirmed at purchase will be assessed according to the circumstances and applicable law.

7. Exchanges

Exchange requests may be considered for eligible standard clothing products, subject to product availability and the applicable return conditions.

An exchange may be requested for reasons such as selecting a different available size or color, where the relevant product and variation are available.

7.1 Exchange Conditions

Before an exchange is approved, the following may be considered:

• Whether the original item meets the applicable return conditions.
• Whether the requested replacement size, color, or style is available.
• Whether the item has been worn, washed, altered, or damaged.
• Whether the request concerns a standard product or a customized garment.
• Whether the exchange is permitted under applicable law and the relevant product terms.

Exchanges are not guaranteed when the requested replacement is unavailable.

7.2 Customized Product Exchanges

Customized garments may not qualify for exchanges based solely on a change of preference or customer-supplied measurements, unless the relevant product terms or applicable law provide otherwise.

If the customized garment contains a defect, was produced incorrectly, or does not conform to the confirmed order specifications, we will assess the issue and provide an appropriate remedy where required.

7.3 Exchange Instructions

Please obtain approval and return instructions before sending an item for exchange.

Do not send a replacement item or return parcel to an unconfirmed address. Unauthorized or unidentifiable returns may delay the review process.

8. Refund Policy

Refunds may be available for eligible returns, canceled orders, defective or incorrect products, and other circumstances in which a refund is required by applicable law or approved under the relevant order terms.

8.1 Refund Approval

Before approving a refund, we may need to review:

• The original order details.
• The reason for the request.
• The product’s condition.
• Any photographs or supporting information.
• Whether the product was customized.
• Whether the order has been shipped or delivered.
• Any applicable statutory consumer rights.

We may request reasonable additional information when necessary to assess the request.

A refund will not be denied solely because a customer cannot provide information that applicable law does not permit us to require.

8.2 Refund Amount

The refund amount will be determined according to the order, the approved resolution, and applicable law.

Depending on the circumstances, a refund may include the eligible purchase price and applicable taxes. Original shipping charges and return shipping costs will be handled in accordance with the applicable policy terms and legal requirements.

Where a partial refund is appropriate and legally permitted, the amount will reflect the relevant circumstances.

We will not impose a deduction or fee where doing so would violate applicable law.

8.3 Original Payment Method

Where possible, approved refunds will be issued to the original payment method used for the transaction.

The availability of alternative refund methods depends on the payment arrangements and applicable legal requirements.

If the original payment method is no longer available, additional information may be needed to determine an appropriate alternative.

8.4 Refund Processing Time

Once a refund is approved, processing and settlement times may vary depending on the payment method, financial institution, payment service provider, and transaction circumstances.

The time required for the refunded amount to appear in your account may therefore differ from the date on which the refund is approved or initiated.

Where a specific refund deadline is required by applicable law, that deadline will apply.

If an approved refund has not appeared within the relevant processing period, please review your payment account and transaction records before submitting a follow-up enquiry through the website’s available customer service options.

9. Order Cancellations

Order cancellation requests are subject to the order’s processing status, the nature of the product, and applicable law.

9.1 Before Processing Begins

If you wish to cancel an order, submit your request as soon as possible.

Where an order has not entered processing or production and cancellation is available under the applicable terms, we may be able to cancel the order and arrange an eligible refund.

Submitting a cancellation request does not automatically mean that the order has been canceled.

9.2 After Processing or Production Begins

Once an order has entered preparation, production, personalization, or shipping, cancellation may no longer be possible under the applicable order terms.

This is particularly relevant for customized clothing, which may involve customer-specific materials, measurements, or production steps.

However, any statutory cancellation or withdrawal rights that apply to the transaction will be respected.

9.3 After Shipment

Orders that have already been shipped may not be eligible for ordinary cancellation through the order-processing system.

If you no longer wish to keep a shipped item, please review the return conditions and any applicable legal withdrawal rights before taking further action.

9.4 Incorrect Order Details

If you notice an error in your shipping address, size selection, color selection, or customization instructions, please submit a correction request promptly.

We cannot guarantee that changes will be possible after processing or production has started. Any available correction will depend on the order’s status and the relevant fulfillment arrangements.

10. Change-of-Mind Returns

A change-of-mind return occurs when a customer no longer wants an item despite the product being supplied as ordered and without an identified defect or material discrepancy.

For standard clothing products, change-of-mind returns may be considered subject to the applicable return period, product condition, and order-specific terms.

For customized or personalized clothing, voluntary change-of-mind returns may be restricted where the garment was produced according to individual specifications, subject to applicable law.

If you are uncertain whether a product qualifies for a change-of-mind return, please request clarification through the customer service options available on the website before sending it back.

11. Return Shipping Costs

Responsibility for return shipping costs depends on the reason for the return, the applicable order terms, and any mandatory legal requirements.

11.1 Customer-Requested Returns

Where a voluntary return is permitted because of a change of mind, size preference, or another reason not attributable to a product defect or our error, the customer may be responsible for return shipping costs if permitted by applicable law and the relevant terms.

Any applicable return shipping responsibility should be confirmed before the item is sent back.

11.2 Defective, Damaged, or Incorrect Items

Where a return or other remedy is necessary because a product is defective, damaged before delivery, incorrectly supplied, or does not conform to the confirmed order specifications, return shipping costs will be handled in accordance with applicable law.

We will not require customers to pay costs that applicable law requires us to cover.

11.3 Original Shipping Charges

The treatment of original shipping charges depends on the reason for the return and the legal requirements governing the transaction.

Where a refund of shipping charges is legally required, the applicable amount will be refunded accordingly.

11.4 Unauthorized Returns

Please obtain the relevant return instructions before dispatching a parcel.

Items sent without prior instructions may be delayed or difficult to identify. This does not remove any mandatory legal rights you may have.

12. Return Procedure

To help ensure that your request can be reviewed efficiently, please follow the steps below.

Step 1: Review the applicable conditions.

Check the product description, order details, customization specifications, and relevant sections of this policy.

Step 2: Submit a return or refund request.

Use the contact or customer service options available on the Westelora website. Include your order reference and explain the reason for your request.

Step 3: Provide supporting information.

Where relevant, include photographs, descriptions of defects, or details showing how the product differs from the confirmed order.

Step 4: Wait for instructions.

We may review the request and provide further instructions regarding eligibility, return arrangements, or other appropriate next steps.

Step 5: Prepare the item.

If the return is approved, pack the item securely and include the relevant components or accessories where applicable.

Step 6: Send the return according to the instructions.

Use the confirmed return method and retain any available shipping receipt or tracking details.

Step 7: Refund or exchange review.

After the relevant assessment is completed, we will process the approved remedy in accordance with this policy and applicable law.

The exact procedure may vary depending on the product, reason for return, and applicable legal requirements.

13. Refused, Delayed, or Unclaimed Deliveries

If a parcel cannot be delivered, is refused, or remains unclaimed, the resulting refund or return outcome will depend on the circumstances and applicable law.

If you anticipate a delivery problem, please use the available customer service options on the website to request assistance.

Additional delivery costs or other charges will be assessed only where permitted by applicable law and the relevant order terms.

A refused or unclaimed parcel does not automatically establish eligibility for a full refund, and it does not remove any consumer rights that apply to the transaction.

14. Missing Items and Incomplete Orders

If your order arrives with a missing garment, accessory, or other purchased component, please submit a request through the customer service options available on the website.

Include your order reference and describe the missing item or component. Photographs of the received package and its contents may help us assess the issue.

We will review the available information and determine an appropriate resolution based on the order details and applicable law.

Depending on the circumstances, the resolution may include supplying a missing item, arranging a replacement, or issuing an eligible refund.

15. Promotional Products and Discounts

If your purchase includes a promotional offer, discount, bundle, or other special pricing arrangement, the refund calculation may depend on the terms of that offer and the products being returned.

Where only part of an order is returned, any refund will be calculated according to the applicable promotional conditions and legal requirements.

We will not apply a promotional adjustment in a manner that conflicts with mandatory consumer rights.

Any special return conditions associated with a promotion should be reviewed before purchase.

16. Gift Orders

If an item was purchased as a gift, the original transaction details may be required to identify the order and determine the available return or refund options.

Refunds will generally be processed according to the original payment arrangement, subject to applicable law and any agreed alternative procedure.

A gift recipient’s eligibility for an exchange or other remedy depends on the product, proof of purchase, applicable order terms, and legal requirements.

17. Consumer Protection and Statutory Rights

This Return & Refund Policy is not intended to limit any rights granted to consumers by applicable law.

Depending on your location and the circumstances of your purchase, you may have statutory rights relating to defective goods, incorrect products, goods that do not conform to the contract, online purchase withdrawal, refunds, repairs, replacements, or other remedies.

Some jurisdictions also provide specific rules for customized or personalized goods. Exceptions to statutory withdrawal rights may apply to certain goods made to a consumer’s specifications, but those exceptions do not necessarily remove remedies for defective or non-conforming products.

Where a mandatory legal requirement conflicts with this policy, the mandatory requirement will take precedence to the extent of the conflict.

Nothing in this policy is intended to exclude liability or consumer remedies that cannot lawfully be excluded.

18. Fraud Prevention and Abuse of the Return Process

We may review return and refund requests to verify order details, identify inconsistencies, and prevent fraudulent or abusive activity.

Where reasonably necessary, we may request supporting information relevant to the claim.

Requests will be assessed based on the available evidence, the circumstances of the transaction, and applicable law.

We will not use this section to deny legitimate consumer rights or remedies protected by applicable law.

19. Changes to This Policy

Westelora may update this Return & Refund Policy from time to time to reflect changes in products, customization services, order procedures, business operations, or legal requirements.

When an updated version is published, the “Last Updated” date will be revised accordingly.

The version applicable to a particular transaction may depend on the purchase date, the relevant order terms, and any mandatory legal requirements.

We encourage customers to review this policy before making a purchase and whenever they need information about a return, exchange, cancellation, or refund.

20. Contact and Customer Support

If you have questions about a return, exchange, refund, cancellation, or product issue, please use the contact or customer service options available on the Westelora website.

To help us review your request, please include your order reference, the product concerned, and a clear explanation of the issue.

For customized clothing, please also include the relevant customization details when they are necessary to explain the problem.

Please avoid submitting payment card numbers, passwords, or other unnecessary sensitive information in your enquiry.

We will review your request and provide a response in accordance with the applicable policy terms and legal requirements.

21. Final Statement

Westelora aims to provide a transparent shopping experience for standard clothing and customized garments. We encourage customers to review product information, sizing details, customization instructions, and order summaries carefully before completing a purchase.

When an issue arises, we aim to assess the circumstances fairly and handle eligible returns, exchanges, and refunds in accordance with this policy and applicable consumer protection laws.