Refund policy
Return and Refund Policy
At Welora, we want you to be satisfied with your purchase. This Return and Refund Policy applies to orders delivered to Germany, Austria, Sweden, the United Kingdom, Switzerland, and any other destination to which Welora expressly offers delivery.
Nothing in this policy limits or excludes any mandatory consumer rights available under applicable law.
1. Return and Withdrawal Period
Eligible products may be returned within 14 days from the delivery date of each individual item.
If an order is delivered in multiple shipments, each delivered item has its own 14-day return period beginning on the day that specific item is delivered.
For customers in Germany, Austria, Sweden, and the United Kingdom, after notifying Welora of the withdrawal within the applicable 14-day period, the goods must normally be returned within a further 14 days.
The return window includes weekends and public holidays. If applicable consumer law requires a deadline to be extended because it ends on a non-working day, the legally required extension will apply.
No reason is required when exercising a statutory right of withdrawal.
2. Order Cancellations Before Fulfilment
Customers may request an immediate cancellation within 15 minutes of placing an order, provided fulfilment has not already begun.
Welora will make reasonable efforts to stop orders when cancellation requests are received after this period. However, we cannot guarantee that an order can be stopped once it has entered processing, fulfilment, or shipping.
The 15-minute operational cancellation period does not limit any statutory right of withdrawal. If the order cannot be stopped, you may still notify Welora that you wish to withdraw and return the goods in accordance with this policy and applicable law.
3. How to Request a Cancellation or Return
You can submit your request through your Welora customer account:
Alternatively, contact us at:
Your request should include:
-
Your full name
-
Your order number
-
The item or items you wish to return
-
The reason for the return, if the item is damaged, defective, or incorrect
-
Photographs of the item and packaging where relevant
Customers exercising a statutory right of withdrawal do not need to provide a reason.
A clear statement informing us of your decision to withdraw is sufficient. Contacting us before the applicable deadline is enough to exercise the right of withdrawal, even if the goods are returned later within the permitted return period.
4. Return Address and Instructions
After receiving your request, Welora will provide the applicable return address, return-shipping label, and instructions.
Please do not send goods to the address shown on the original parcel unless Welora confirms in writing that it is the correct return address.
Returns sent without identifying information or to an unauthorised address may experience delays. This does not affect mandatory consumer rights where the customer has otherwise complied with applicable law.
Please retain your return receipt, tracking number, and proof of postage until the return and refund have been completed.
5. Return Eligibility and Inspection
Unless an exception applies, returned goods should include all original parts, accessories, tags, instructions, and packaging.
Customers may inspect and handle goods only to the extent reasonably necessary to establish their nature, characteristics, and functioning, in the same way they would normally be permitted to inspect them in a physical shop.
Where permitted by law, Welora may reduce the refund to reflect any loss in value caused by handling beyond what was reasonably necessary. This may include:
-
Wearing or using the item beyond a reasonable inspection
-
Washing the item
-
Customer-caused damage
-
Missing parts, accessories, or tags
-
Damage caused by inadequate return packaging
Opening ordinary packaging does not automatically make an item ineligible for return. Different rules may apply to sealed health, hygiene, or personal-care products.
Proof of purchase, such as an order confirmation, receipt, or payment record, may be requested.
6. Return Shipping and Restocking Fees
Welora provides free return shipping for approved returns.
After your return request has been approved, Welora will provide a prepaid return label or other return-shipping instructions. To qualify for free return shipping, you must follow the supplied instructions and use the authorised return method.
If you choose a different return service without prior written approval, Welora may not reimburse that shipping cost.
A 20% restocking fee may be deducted from the refund for eligible voluntary returns where the fee is permitted by applicable law.
The restocking fee will not be charged:
-
When an EU or UK customer exercises a statutory right of withdrawal and the goods have only been handled as reasonably necessary to inspect them
-
When an item is defective, damaged, materially not as described, or incorrect
-
When charging the fee would conflict with mandatory consumer law
Where goods have been handled beyond what was reasonably necessary, Welora may reduce the refund to reflect the resulting loss in value, subject to applicable law. Any reduction will be proportionate to the actual diminished value and will not automatically be calculated as a 20% restocking fee where the law requires an individual assessment.
Welora is not responsible for returned goods that are lost because the customer failed to follow the supplied return instructions or used an unauthorised return service, except where applicable law provides otherwise.
7. Original Delivery Charges
If a customer exercises a statutory right of withdrawal covering the entire order, Welora will refund the original standard outbound delivery charge paid by the customer where required by law.
If Welora offered free standard shipping, there is no standard outbound delivery charge to refund.
If the customer selected a delivery service that was more expensive than Welora’s least expensive standard option, Welora is not required to refund the additional premium unless the return results from Welora’s error or applicable law requires otherwise.
For partial returns, original delivery charges will be refunded only where required by applicable law.
8. Damaged, Defective, or Incorrect Items
Please inspect your order as soon as reasonably possible after delivery.
If an item arrives damaged, defective, materially not as described, or different from the item ordered, contact Welora promptly at:
Please include your order number and, where reasonably possible, clear photographs or videos showing:
-
The product received
-
The fault or damage
-
The outer packaging
-
The shipping label
Welora will assess the issue and provide an appropriate remedy, which may include a repair, replacement, price reduction, refund, or another remedy required by applicable law.
Welora will provide free return shipping for defective, damaged, materially non-conforming, or incorrect items. No restocking fee will apply.
Any short reporting timeframe requested by Welora is intended to help us investigate shipping damage and does not remove statutory rights relating to faulty or non-conforming goods.
9. Exceptions to the Right of Withdrawal
The right of withdrawal may not apply to the following products, except where they are defective, damaged, incorrect, or applicable law provides otherwise:
-
Goods made to the customer’s specifications or clearly personalised
-
Goods that are liable to deteriorate or expire rapidly
-
Sealed goods that are unsuitable for return for health-protection or hygiene reasons after being unsealed
-
Sealed audio recordings, video recordings, or computer software that have been unsealed
-
Newspapers, periodicals, or magazines, other than subscription contracts
-
Digital content supplied electronically after performance has begun, where the customer expressly consented to immediate supply and acknowledged the resulting loss of the right of withdrawal
-
Services fully performed after the customer expressly requested immediate performance and acknowledged the applicable effect on the right of withdrawal
-
Other goods or services excluded from cancellation or withdrawal under applicable law
Health, personal-care, cosmetic, and hygiene products are not automatically non-returnable. The exception generally applies only when a qualifying protective seal has been broken and the product is unsuitable for return for genuine health or hygiene reasons.
If you are uncertain whether an item qualifies for return, contact Welora before opening or using it.
10. Exchanges
Welora does not guarantee direct exchanges.
The fastest way to obtain a different product, colour, or size is normally to return the original item and place a new order.
Any replacement offered for a defective, damaged, or incorrect item will be handled separately from a voluntary exchange request.
11. EU Customers: Germany, Austria, and Sweden
Customers in Germany, Austria, and Sweden generally have a statutory right to withdraw from an eligible online purchase within 14 days of receiving the goods, without providing a reason.
After notifying Welora of the withdrawal, the goods must normally be sent back within a further 14 days.
Welora will issue the required refund within 14 days of receiving the withdrawal notice. However, where permitted by law, Welora may withhold the refund until:
-
The returned goods have been received; or
-
The customer provides evidence that the goods have been sent back,
whichever occurs first.
The refund will include eligible payments received from the customer, including the cost of Welora’s least expensive standard delivery method where legally required.
Welora will provide free return shipping when the customer follows the supplied return instructions.
No automatic restocking fee will be deducted from a statutory EU withdrawal. However, Welora may reduce the refund to reflect an actual loss in value caused by handling beyond what was reasonably necessary to inspect the goods, where permitted by law.
Mandatory EU and national consumer-protection rights remain unaffected.
12. United Kingdom Customers
UK customers generally have the right to notify Welora that they wish to cancel an eligible online order within 14 days of receiving the goods.
After notifying Welora, the customer normally has a further 14 days to return the goods.
Welora will issue the refund within the timeframe required by UK law. Where permitted, Welora may wait until the goods have been returned or the customer supplies evidence that they have been sent back.
Where required, the refund will include the original standard delivery cost. Welora is not required to refund the additional cost of an upgraded or express delivery method above the least expensive standard option.
Welora will provide free return shipping when the customer follows the supplied return instructions.
No automatic restocking fee will be deducted from a statutory UK cancellation. Welora may reduce a refund where the value of the goods has been diminished by handling beyond what would reasonably be permitted in a physical shop, subject to applicable law.
Nothing in this policy limits rights or remedies under applicable UK consumer law.
13. Swiss Customers
Switzerland does not generally provide an automatic statutory cooling-off period for ordinary online purchases.
As a courtesy, Welora voluntarily offers customers in Switzerland a 14-day return period, beginning on the delivery date of each individual item.
Swiss returns must satisfy the eligibility requirements in this policy. Welora will provide free return shipping when the customer follows the supplied return instructions.
A 20% restocking fee may be deducted from a voluntary Swiss return where permitted by applicable law. This fee will not apply when the item is defective, damaged, materially not as described, or incorrect.
Original express-delivery charges are non-refundable unless the return results from Welora’s error or reimbursement is required by applicable Swiss law.
This voluntary return policy does not limit any mandatory rights available to Swiss customers concerning defective or non-conforming goods.
14. Refund Processing
Once the returned goods have been received, Welora will inspect them, normally within 3–5 business days.
We will notify you when the return has been approved, rejected, or requires further information.
Approved refunds will be issued to the original payment method unless another method is expressly agreed or required by law.
Welora will process statutory refunds within the applicable legal deadline. For eligible EU and UK withdrawals, this is generally no later than 14 days after receiving the withdrawal notice, although Welora may withhold payment until the goods or evidence of return have been received where permitted.
For voluntary returns outside statutory withdrawal rights, Welora will normally issue an approved refund within 14 days after receiving and inspecting the returned goods.
Where legally permitted, an applicable 20% restocking fee may be deducted from a voluntary return refund. This fee will not be deducted from statutory EU or UK withdrawal refunds when the goods have only been handled as reasonably necessary.
After Welora issues the refund, banks, payment providers, and credit-card companies may require additional processing time before the funds appear in the customer’s account.
15. Customs Duties and Return Import Charges
Customers must follow the return instructions supplied by Welora.
Welora will provide the authorised return-shipping method free of charge.
Customers may remain responsible for customs duties, taxes, or import charges arising from an incorrectly declared or unauthorised return, unless the return results from Welora’s error or applicable law requires Welora to bear those costs.
Welora will cover reasonable necessary costs associated with returning defective, damaged, materially non-conforming, or incorrect goods where required by law.
16. Incorrect Delivery Information
Customers are responsible for providing complete and accurate delivery details.
If an order cannot be delivered because the customer supplied an incorrect or incomplete address, Welora may deduct the actual, reasonable costs of redelivery or return-to-sender handling from any voluntary refund where permitted by law.
This does not apply when the delivery failure was caused by Welora or the delivery carrier.
17. Refused and Uncollected Deliveries
Refusing a parcel or failing to collect it does not necessarily constitute a valid withdrawal notice.
Customers who wish to withdraw should contact Welora directly within the applicable deadline.
Actual return-to-sender or redelivery costs may be deducted from a voluntary refund where legally permitted and properly disclosed. Mandatory consumer rights remain unaffected.
18. Contact Us
For return, withdrawal, cancellation, or refund questions, contact:
Welora
Email: contact@welora.store
Please include your order number to help us process your request efficiently.
This policy applies to customers in Germany, Austria, Sweden, the United Kingdom, Switzerland, and any other destination to which Welora expressly offers delivery.
Last updated: 21 September 2026
