Refund policy

Last Updated: September 25, 2026

At Winterly, we want you to have an exceptional experience with your winter clothing, outdoor accessories, and winter home products. If you are not completely satisfied with your purchase, we offer a 30-day return window in accordance with the terms outlined below.

1. Return Window
You have 30 days from the date your tracking information confirms delivery to request a return. Returns requested after this 30-day period cannot be accepted.

2. Item Condition Requirements
To qualify for a return and full refund, all returned items must meet the following criteria:

The item must be unused, unwashed, and unworn.

The item must be in its original condition with all original tags, labels, and packaging intact.

The item must be free of dirt, odors, stains, or signs of use.

3. Non-Returnable Items
Due to hygiene, safety, and single-use constraints, the following products are non-returnable:

Winter clothing, accessories, or home products that have been worn, washed, or used.

Items designed for single-use or immediate use once opened.

4. Return Shipping Fees & Responsibilities

Store Errors & Defective Products (Free Returns): If you received a defective, damaged, or incorrect item due to our error, Winterly will cover the full cost of return shipping. Please reach out to us with photos of the issue, and we will provide a prepaid return label.

Customer Preference & Remorse (Customer Responsibility): If you wish to return an item due to a change of mind, ordering the wrong item, or no longer needing the product, you (the customer) are responsible for covering the actual return shipping costs.

5. Restocking Fees
Restocking Fee: $0.00 (Winterly does not charge any restocking or handling fees on returned items).

6. How to Initiate a Return
To start a return, please follow these steps:

Contact Customer Support: Email our support team at support@winterly.online within 30 days of receiving your order.

Provide Order Details: Include your order number, the item(s) you wish to return, and the specific reason for the return (along with photos if the product arrived damaged or incorrect).

Receive Return Instructions: Our support team will respond with your return authorization and the official return warehouse address where the package must be shipped.

Ship the Item: Safely package the item and send it to the provided return address using a trackable shipping method.

Please note: Do not send items back to the original dispatch address or without contacting support first, as unauthorized returns cannot be tracked or refunded.

7. Refund Process

Refund Process: Once your return is received and approved, Winterly will process the applicable refund. Since orders are currently paid through Cash on Delivery (COD), our support team will contact you to arrange the refund using an available refund method.

Timeline: Refund processing may take 5 to 7 business days after the return has been approved, depending on the refund method used.

8. Exchanges
We currently do not offer direct item-for-item exchanges. If you need a different size, style, or color, please initiate a return for your original purchase and place a new order on our website.

9. Contact Information
If you have any questions regarding our return process or need assistance with an existing order, please contact our support team:

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 CST | Saturday, 10:00 AM – 5:00 PM CST | Sunday, Closed