Return and Refund Policy
Last Updated: October 24, 2026
At Winterly, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we offer a 30-day return window under the terms outlined below. This policy explains return eligibility, return shipping responsibilities, and refund processing for our winter clothing, winter home products, and outdoor essentials.
1. Return Window
You have 30 calendar days from the date tracking confirms delivery to request a return.
Return requests submitted after this 30-day period cannot be accepted, except where required by applicable law.
2. Eligible Returns
You may request a return if:
- Your item arrived damaged or defective.
- You received an incorrect item.
- You changed your mind or no longer want the item, provided it meets our return conditions.
- All return requests are reviewed to confirm eligibility under this policy.
3. Item Condition Requirements
To qualify for a return and potential refund, items must:
- Be unused and in their original condition, where applicable.
- Include original tags, labels, and packaging intact, where applicable.
- Be free of damage, odors, dirt, and signs of use.
- Winter products must be returned in their original condition, with included components and accessories, where applicable.
- Personal-wear items, such as socks, gloves, hats, and face covers, must be unworn and in their original packaging, where applicable.
- Items that do not meet these conditions may not qualify for a refund.
4. Non-Returnable Items
The following products cannot be returned:
- Items that have been used, worn, washed, or damaged after delivery.
- Personal-wear items, such as socks, gloves, hats, and face covers, that have been worn or are not in their original packaging, unless they arrive damaged or defective.
- Items that have been installed or altered, such as faucet covers or draft seal tape that has been applied.
- Items returned without their original packaging or missing parts.
- These restrictions do not affect any rights you may have under applicable law.
5. Return Shipping Fees & Responsibilities
Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect due to our error, Winterly will cover the return shipping cost. Damaged items must be reported within 48 hours of delivery. Please contact our support team with clear photographs of the issue. We will provide a prepaid return shipping label.
Change of Mind
If you wish to return an item because you changed your mind or no longer want it, you are responsible for the actual return shipping costs.
6. Restocking Fees
Restocking Fee: $0.00
Winterly does not charge restocking, handling, or administrative fees on returns.
7. How to Initiate a Return
To request a return:
Step 1 — Contact Support
Email support@winterly.online within 30 days of confirmed delivery. Include your order number, the item you wish to return, and the reason for your request. If the item arrived damaged or incorrect, include clear photographs. Damaged items must be reported within 48 hours of delivery.
Step 2 — Receive Authorization
Our support team will review your request and provide return instructions and the authorized return address.
Step 3 — Ship the Item
Pack the item securely in its original packaging and use a trackable shipping service when sending the return.
Important: Do not send items to the original dispatch address or return a package without prior authorization. Untracked returns may be difficult to verify and process.
8. Refund Processing
Inspection
- Once your return arrives at our facility, it will be inspected within 2 business days. We will email you to confirm whether your refund has been approved or declined based on the item's condition and eligibility.
Payment Method - Approved refunds will be issued only to the original payment method used for the purchase.
Refunds cannot be issued to a different account, payment method, or person.
Processing Time - Approved refunds are processed within 5–7 business days after inspection approval. Your bank or payment provider may require an additional 3–5 business days before the refunded amount appears in your account.
9. Exchanges
We do not offer direct exchanges.
If you want a different winter product, you may return the original item if eligible and place a new order separately.
10. Lost Return Shipments
We recommend using a trackable shipping service and keeping your shipping receipt until your return has been processed.
If you are responsible for return shipping, please retain your tracking information and contact the carrier if the package appears to be lost.
11. Order Cancellations
Please contact support@winterly.online as soon as possible if you wish to cancel an order.
Cancellation requests can only be accepted before the order has been shipped. Once an order has shipped, it cannot be cancelled under this policy. After delivery, you may request a return if the item meets the requirements above.
12. Contact Information
For questions about returns or refunds, contact us:
Store Name: Winterly
Email: support@winterly.online
Address: 1013 N Churchill Dr, Norton, KS 67654, United States
Support Hours: Monday–Friday, 9:00 AM–5:00 PM Central Time (CT); Saturday, closed; Sunday, closed.
Thank you for choosing Winterly for your winter shopping. We appreciate your business and are here to help.