Refund policy
Return Policy
Return & Refund Policy
Your satisfaction with your purchase matters a great deal to us! If anything does not meet your expectations, please email us (admin@welcomna.com) – we will find a solution!
If you have any questions, please feel free to contact us at any time. Please note that by placing an order you accept the terms set out below.
RETURNS & REFUNDS
Custom orders are excluded from returns and exchanges because they are made individually. We start personalising your item immediately after you place your order. For this reason, the personalisation details (e.g. size or colour) can no longer be changed once the order has been placed.
If we have made a mistake, we will fix the problem straight away and send you a new product. Unfortunately, a refund of the purchase price is not possible in this case. Please understand that personalised products carry your individual details and cannot be resold to anyone else. Thank you for your understanding!
CANCELLATION
Once your order has been released for processing, it can no longer be cancelled or changed.
Please note: personalised orders are locked for processing as soon as the order is completed, so later changes are not possible. Please check all details carefully before completing your order.
FREE REPLACEMENT
This applies to parcels whose tracking status has not changed for more than three weeks, or whose delivery time significantly exceeds our estimated arrival time. Provided there are no problems with the delivery address, you will promptly receive a free replacement.
We also take full responsibility within 30 days of receiving your order if the product(s):
1. are damaged or defective due to a fault in our production or by the shipping carrier;
2. differ significantly from your order (e.g. incorrect printing of your personalisation details).
Replacement process:
Please send us an email with the following information:
1. Your order number and email address
2. A video or photo of the defective product
3. For complaints about a printing error: photos in which the error is visible. 4. If your complaint relates to size, please include a tape measure, folding rule or ruler in the photos of the garments concerned.
In such a case, we will send you a new product once our customer service team has confirmed the issue. We believe a REPLACEMENT is the best solution for your concern. We therefore do not offer refunds.
Please note:
As a rule, we do not accept replacements for errors made by the customer, such as providing an incorrect or incomplete address. Please therefore check your address carefully before completing the checkout.
Please bear in mind that there may be differences of up to 20% between the product images and the item actually delivered; colour differences can arise, for example, from the lighting when the photo was taken or from monitor settings.
REPLACEMENT FOR A SMALL FEE
In the following cases, a replacement can fortunately be sent for a small fee compared with the original price:
You received the wrong item, design or size because of incorrect personalisation details.
You do not need to return the incorrect item to receive a replacement in this case.
Every customer is important to us; we want to make sure you are completely satisfied every time you contact us. Thank you for trusting our company and for letting us do what we love!
If you have any questions, please feel free to contact us at any time (admin@welcomna.com).