Refund policy

We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return.

Return Eligibility

To be eligible for a return, your item must be in the same condition you received it—unworn or unused, with tags, and in its original packaging. Proof of purchase is also required.

How to Start a Return

To initiate a return, please submit a request via our support portal:
https://welzo.zendesk.com/hc/en-gb/requests/new

Please note:

  • We do not provide return shipping labels under any circumstances.

  • Customers are responsible for all return shipping costs.

  • Items sent back without prior authorisation will not be accepted.

Damages and Issues

Please inspect your order upon delivery. If your item is damaged, defective, or incorrect, contact us immediately through the support portal so we can assess and resolve the issue.

Exceptions / Non-Returnable Items

Some items are non-returnable, including:

  • Perishable goods (e.g. food, flowers, plants)

  • Custom or personalised items

  • Personal care goods (e.g. opened beauty or hygiene products)

  • Hazardous materials, flammable liquids, or gases

  • Sale items and gift cards

If you’re unsure whether your item qualifies, please reach out through our support portal.

Exchanges

The quickest way to exchange a product is to return the original item (if eligible) and place a new order.

EU 14-Day Cooling-Off Period

If your order was delivered to an address in the European Union, you have the right to cancel or return your order within 14 days for any reason. Items must be unused, with tags, in original packaging, and accompanied by proof of purchase.

Refunds

Once your return is received and inspected, we’ll notify you of the outcome. If approved, a refund will be issued to your original payment method within 10 business days. Please note your bank or credit card company may take additional time to process the refund.

If more than 15 business days have passed since your return was approved, contact us via:
https://welzo.zendesk.com/hc/en-gb/requests/new