Refund policy

RETURNS & REFUNDS POLICY

At WINTERES, we want every customer to feel confident and satisfied with their purchase. Below is our complete return and exchange policy, including specific terms for Klarna purchases, followed by our general conditions applicable to all other payment methods.

1. SPECIAL TERMS FOR PURCHASES MADE WITH KLARNA

If your order was paid using Klarna, the following conditions apply in addition to our general policy:

  • You are entitled to a free return with prepaid postage for a full refund within 14 days of delivery.

  • To qualify, items must be unopened, unused, unworn, unwashed, and in their original sanitary condition.

  • No restocking fees will ever be charged for Klarna purchases.

  • Store credits or forced exchanges are not permitted for Klarna orders. All refunds must be issued directly to the original payment method.

  • Refunds for Klarna purchases will be processed within 14 business days once the returned parcel is delivered and inspected.

  • You must contact our customer service before returning any item to receive your authorized return label and the correct return address:
    5830 East 2nd Street, Casper, Wyoming 82609, United States.

Please Note :  Klarna services will only be used in the United States.

2. GENERAL RETURNS & EXCHANGES POLICY (ALL PAYMENT METHODS)

WINTERES gladly accepts returns and exchanges of eligible products within 14 natural days of being received.
To begin your return or exchange, please reach out to our customer service team at Contact@winteres.com.

Returnable Condition Requirements

To ensure product integrity and hygiene standards:

  • Items must be unworn, unwashed, undamaged, unaltered, and free of stains, makeup, deodorant, and perfume.

  • All original internal tags, including secure return tags, must be intact and attached.

  • For shoes, please try them on only on a clean, soft surface.

Items that fail to meet these standards may not qualify for a refund or exchange.

Exceptions

  • Final sale items cannot be returned or exchanged.

  • For hygiene reasons, swimwear cannot be returned unless otherwise approved by our support team.

Important: Please do not send returns to the address on the shipping waybill. It is not our return-processing address and refunds cannot be issued for items sent incorrectly.

3. RESPONSIBILITY & ELIGIBILITY CONDITIONS

WINTERES covers return or exchange costs only when the issue is caused by us.
Below are the most common scenarios:

Eligible for Free Returns & Exchanges (our fault)

  • Defective or damaged items

  • Significant color discrepancies

  • Strong odors

  • Incorrect item received

Eligible for Free Exchanges or Customer-Paid Returns

  • Customer changes mind

  • Customer no longer wants the item

Eligible for Free Resend

  • Items missing from the order

  • Package not delivered (excluding customer refusal)

  • If caused by incorrect address, the customer may need to contact the courier

Note: If a package is rejected by the customer, we cannot offer standard return or refund services. For non-Klarna orders, a store credit may be issued after deducting shipping fees.
Klarna purchases are excluded from store credit issuance.

4. SIZING ISSUES

We understand that sizing can vary.
If the size does not fit:

  • WINTERES offers one free size exchange per item (excluding final sale items).

  • Customers may also choose to return the item at their own cost.

For the best experience, we encourage contacting us for personalized sizing advice.

5. EXCHANGES

  • Each item can be exchanged once, except final sale products.

  • WINTERES covers shipping costs for approved exchanges.

  • If the exchange item is higher priced, the customer pays the difference.

  • If the price is lower due to a quality issue, the difference will be refunded.

6. RETURN COSTS

WINTERES offers two return methods:
a) Prepaid return label (select countries)
b) Customer self-mailing

For customer-paid returns using our prepaid label, a fee equal to 10% of the returned item’s value will be deducted from the refund.

Original Shipping Fees

  • If the return is due to customer preference, the customer is responsible for shipping fees.
    For orders with free shipping, a 10% deduction of the returned item value applies.

  • If the return is due to WINTERES error, we cover all shipping costs.

7. ORDER CANCELLATION

Orders may be canceled within 1–2 days of placement.
If the order has already shipped, cancellation is not possible; however, you may initiate a return once delivered.

8. REFUNDS

Refunds are issued once the returned items are received and inspected by our warehouse.

  • Refunds are processed within 14 days after delivery of the returned package.

  • For customer-paid returns, original shipping and return shipping fees are deducted.

  • Klarna refunds follow the specific terms stated in Section 1.

9. RETURN & EXCHANGE ADDRESS

WINTERES Returns Department
5830 East 2nd Street
Casper, Wyoming 82609
United States

Important: Returns must only be sent to this address after receiving authorization from our customer service team.