Refund Policy

Returns & Refunds

Aurelinova
Balthasar-Neumann-Straße 1, 76703 Kraichtal, Germany
Email: store@westwingsale.com
Phone: +49 2234 250843

Right of withdrawal

Consumers have a statutory right of withdrawal of 14 days from receipt of the goods (§§ 355, 312g BGB). A clear statement to store@westwingsale.com is sufficient — no reason has to be given.

Beyond the statutory minimum, we accept returns up to 30 days after delivery. The item must be unused and in its original packaging; please keep the receipt or proof of purchase.

The direct cost of returning heavy or large items is borne by the customer unless the item arrived defective or damaged, in which case we arrange and pay for the collection.

Exceptions

Custom or personalised items, and goods that cannot be returned for hygiene reasons once unsealed, are excluded from the right of withdrawal.

Refunds

Once we have received and inspected the returned item, we will confirm the outcome and issue the refund to the original means of payment within 14 days.

Warranty

Statutory liability for defects applies for 24 months from delivery (§§ 434 ff. BGB). If an item arrives defective, damaged or is the wrong item, contact us straight away so we can put it right.

We want you to be satisfied with your purchase from WestWing Sale. If you need to return an item, please contact us before sending anything back so we can confirm the correct return process.

Returns

You may request a return within 14 days of receiving your order, unless a different return period is required by applicable law or stated for a specific product. Items must be unused, in their original condition and returned with all packaging, labels, accessories and documentation.

Non-returnable items

Certain items cannot be returned unless faulty. This may include personalised or made-to-order products, hygiene-sensitive goods once opened, gift cards, clearance items marked as final sale and any item that has been used, assembled, damaged or altered after delivery.

Return shipping

Unless the item is faulty, damaged on arrival or incorrect, customers are responsible for return shipping costs. We recommend using a tracked and insured delivery service, as we cannot refund items that are lost or damaged during return transit.

Damaged, faulty or incorrect items

Please inspect your order when it arrives. If an item is damaged, faulty or incorrect, contact us as soon as possible with your order number, a description of the issue and clear photographs of the product and packaging. We will review the issue and advise on the next steps.

Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved. Approved refunds are issued to the original payment method. Your bank or payment provider may take additional time to process the refund.

Exchanges

Where available, exchanges depend on stock availability. If the requested replacement is unavailable, we may offer a refund or an alternative product.

Cancellations

If you wish to cancel an order, please contact us as soon as possible. We cannot guarantee cancellation once an order has entered processing, dispatch or production.

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