Return Policy

Return & Refund Policy

Please read this Return & Refund Policy carefully before making a purchase. By placing an order on our website, you agree to the terms outlined below.

1. Return Eligibility

Return Window

You may request a return within 30 days of receiving your order.

Unfortunately, we cannot accept return requests submitted after the 30-day period has expired.

2. Conditions for Returns

To be eligible for a return, items must:

• Be unused and unworn
• Be in their original packaging
• Be in the same condition as received
• Include all original accessories and components

For products where hygiene is important, the item must be thoroughly cleaned before the return process can begin.

We reserve the right to refuse returns that do not meet these conditions.

3. Damage Caused by Use

Our return policy does not cover damage resulting from:

• Improper use
• Misuse
• Negligence
• Accidental damage
• Unauthorized modifications

Only manufacturing defects and quality-related issues are covered under this policy.

4. Non-Returnable Items

For health and hygiene reasons, certain items cannot be returned, including:

• Underwear
• Lingerie
• Opened personal care products
• Sealed hygiene products once opened
• Customized or personalized items

5. How to Request a Return

To initiate a return, please contact us at:

Email: support@wellsnewyork.com

Please include:

• Your order number
• Reason for the return
• Photos of the item (if damaged or defective)
• Your full contact information

Our support team will provide further instructions after reviewing your request.

6. Refund Process

Once your returned item has been received and inspected, we will notify you by email regarding the approval or rejection of your refund.

If approved, your refund will be issued to your original payment method.

Please allow up to 30 business days for the refund to be processed and reflected in your account.

7. Missing or Delayed Refunds

If you have not received your refund after 30 business days:

1. Check your bank account again.
2. Contact your credit card provider, as processing times may vary.
3. Contact your bank, as refunds can take additional time to appear.

If you have completed these steps and still have not received your refund, please contact us at:

support@wellsnewyork.com

8. Return Shipping Costs

Customers are responsible for all return shipping costs.

We strongly recommend using a tracked shipping service, as we cannot guarantee receipt of returned items.

We are not responsible for returns that are lost, delayed, or damaged during transit.

9. Return Address

Returns must be sent to our designated return facility in Asia.

The return address will be provided by our support team once your return request has been approved.

Return shipping costs generally start from $25 USD and remain the responsibility of the customer.

10. Defective or Incorrect Products

If you receive a defective, damaged, or incorrect item, please contact us immediately.

In these cases:

• A replacement product will be sent free of charge.
• If the replacement arrives with the same issue, you may choose between a full refund or another replacement.

Photographic evidence may be required to process your claim.

11. Order Cancellations

Orders may be cancelled within 24 hours of purchase.

After this period, orders enter our automated fulfillment process and can no longer be modified or cancelled.

12. Contact Information

If you have any questions regarding our Return & Refund Policy, please contact us: