Returns, Cancellations & Refunds

Start a return

Email support@wessnew.com with the order number, product SKU, reason for return and clear photographs when relevant. Do not send merchandise to our Colorado business address unless we specifically authorize that address. Unauthorized returns may be delayed or refused by the receiving facility.

Standard 30-day return policy

Eligible standard-stock products may be requested for return within 30 calendar days after delivery. They must be unused, unassembled, uninstalled, unaltered and complete with manuals, hardware and original protective packaging. After approval, ship by the stated deadline using a trackable and appropriately insured service.

Preference returns

For a change-of-mind or preference return, the customer normally pays the return freight and any optional premium outbound service is not refundable. We do not charge a restocking fee for a complete, unopened parcel item. Oversized goods that require booked freight or documented rehandling may incur a handling charge of up to 15%, but only when disclosed in the return authorization and permitted by law.

Damaged, defective, incorrect or misdescribed goods

If the product arrives damaged, is defective, is not what you ordered, or is materially different from its description, contact us promptly and do not install or discard it. After review, we will provide an appropriate repair, replacement, missing parts, price adjustment or refund. We pay approved return or collection costs for these cases. Mandatory consumer remedies always apply.

Items not returnable for preference

Clearly disclosed custom, made-to-order, personalized, cut-to-size, installed, assembled, final-sale, perishable live-plant and opened hygiene-sensitive products are not returnable merely because of preference. This limitation does not apply when an item is damaged, defective, incorrect or materially misdescribed, or when local law provides a non-waivable right.

European withdrawal rights

Consumers in the European Union and other jurisdictions with mandatory cooling-off rights may have the right to withdraw from an eligible distance purchase within 14 days after delivery without giving a reason. The customer generally bears the direct return cost unless we agreed otherwise or failed to disclose it. Legal exceptions may apply to customized, perishable, unsealed hygiene-sensitive and other exempt goods. Our 30-day commercial policy does not reduce any mandatory statutory right.

Cancellations

An unpaid quote may be cancelled at any time. A paid order may be cancelled without charge before processing begins. Once picking, production, customization or freight booking has started, cancellation may not be possible; we will explain any documented non-recoverable cost before completing a permitted cancellation. If we cannot fulfill an order, we will refund the affected unshipped item and related charges.

Refund timing

We inspect authorized returns after receipt and notify you of the result. Approved refunds are submitted to the original payment method within 5 business days. Your bank or payment provider may need an additional 3–10 business days to display the credit. A refund required because we cannot ship is processed promptly under applicable law and is not replaced with store credit unless you choose store credit.

Exchanges

The fastest exchange method is usually to return the eligible original item and place a new order after the return is approved. For damaged or incorrect goods, contact us first so we can arrange the appropriate replacement without unnecessary cost.