Refund Policy
Would you like to exchange or return a product? We're happy to help.
You may request a return or exchange within 30 days of receiving your order. Refunds are issued once the returned item has been received and inspected.
Return Conditions
- Items must be returned unused and in their original condition.
- All return shipments must be sent with valid tracking information.
- Return shipping costs are at the customer's expense and will not be refunded.
- Refunds are processed within 5 business days of inspection and will be issued via the original payment method. Please note that depending on your bank or payment provider, it may take up to 10 business days for the amount to appear in your account.
How to Return (Step by Step)
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Email us at info@thewhitbournesisters.com within 30 days of delivery to request a return or exchange.
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Wait for confirmation from our customer service team before sending your return. Returns sent without prior approval may be delayed or not processed correctly.
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After approval:
- Pack the item carefully, preferably in the original packaging.
- Send the parcel to the return address provided by our customer service team.
- Return shipping costs are to be paid by the customer.
- Email us your tracking number.
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Once the return has been received and inspected, your refund will be processed.
Return Processing Location
Returns are processed through our designated returns and quality control facilities within our international logistics network, where all items are inspected before a refund is issued.
For logistical reasons, the return address may differ from our business or customer service address and may be located overseas.
The correct return address will only be provided after prior approval of the return request. Returns sent without approval or to a different address will not be eligible for processing or refund.
By placing an order, the customer confirms that they have read and agree to this returns policy.
Items Not Eligible for Return
The following items are not eligible for return:
- Sealed items where the seal has been broken.
- Custom-made or personalised products.
- Items of a personal or hygienic nature.
- Items showing signs of excessive wear, use or misuse.
- Replacement items provided free of charge as a gesture of goodwill or as part of a dispute resolution.
- Original items involved in a goodwill settlement (including partial refunds, free replacements or compensation offers) once the customer has accepted the settlement.
Volume Discounts and Returns
Our volume discounts are based on the total number of items in your order. If you return one or more items from a discounted order, the discount will be recalculated based on the items you keep.
This may affect the amount refunded if the original volume discount conditions are no longer met.
Order Cancellations
Once an order has been placed, it cannot be cancelled. Orders are processed automatically shortly after purchase.
Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact us within 30 days of delivery at info@thewhitbournesisters.com so we can assist you.
Requests submitted after this period may no longer be eligible.
Manufacturing Defects
If a manufacturing defect becomes apparent after use that renders the item unusable under normal conditions, please contact us for assistance. Normal wear and tear is not considered a defect.
Important: Please contact our customer service team and wait for confirmation before sending any returns. Returns sent to a different address cannot be accepted.
For further questions, please contact us at: info@thewhitbournesisters.com