Our policy in a glace

Below is a short summary of our shipping and return rules. Please review the full policy below for complete terms and conditions.

Shipping: Orders confirmed & paid before 17:00 (Mon–Fri) are dispatched within 2 business days.
14-Day returns: You have 14 days from delivery to notify us if you wish to return or exchange a standard item.
Damaged items (5 days): If a product arrives damaged or defective, you must notify us within 5 workdays.
Hygiene & condition: We only accept returns of unopened items with intact safety seals, unless the product arrived damaged or defective.
Return costs: If you change your mind, you are responsible for the initial and return shipping costs (only the product price is refunded). If we made a mistake (e.g., damaged or incorrect item), we cover the return shipping and the cost to send your new replacement. Original shipping costs are only refunded if the entire order was our fault and is fully refunded instead of replaced.
Need a return or exchange? Simply email us at [email protected] with your order details, and we’ll gladly guide you through the process.

Shipping

At Weinsch, we offer a variety of delivery options to meet your needs.

• Orders that are paid and confirmed before 17:00 (Monday to Friday) will be dispatched within 2 business days.
• Delivery costs and estimated delivery times depend on the shipping method you select. These details will be clearly shown at checkout before you finalize your order.
• Weinsch pays the initial shipping cost (delivery to you).
• Risk of loss or damage remains with Weinsch until you receive the product, unless you personally choose a delivery service not offered by us.

Exchanges

If you wish to exchange a product for another item:

• Please contact us before sending anything back at [email protected].
• We will confirm product availability and provide the most efficient exchange process.
• For exchanges due to our error (wrong item, damaged, or defective product), Weinsch will send a replacement and cover all associated shipping costs.

Returns (Right of withdrawal)

14-Day cooling-off period

When you purchase from our webshop, you have the legal right to withdraw from your purchase within 14 calendar days without providing any reason.

• The 14-day period starts the day after you receive your order.
• You must notify us within this period that you wish to cancel (simply sending the product back is not enough).
• You may send an email to [email protected] with:
  – Your name
  – Order number
  – Items you wish to return
  – (Optionally) Your decision to return the items

What you can return

You may return:

• Unopened Weinsch supplements within their original shelf life.
• Products received in error (wrong product, wrong quantity, or items you did not order).
• Damaged, defective, or not-as-described products, provided you report this within 5 working days of delivery and include photos where possible.

Exceptions (No right of withdrawal)

For hygiene and safety reasons, we cannot accept returns of:

• Opened items
• Used items
• Items where the safety seal has been broken

…unless we made a mistake or the product is defective.

This aligns with the EU Consumer Rights Directive exceptions for hygiene-protected products.

Return procedure

To return a product under your right of withdrawal:

1. Notify us within 14 days of receiving your order via email at [email protected], stating your name, order number, items to return, and (optionally) the reason.
2. We will confirm your request and send you return instructions, including:
   – Return address (in the Netherlands)
   – Any reference number to include in the parcel
3. Send the items back within 14 days of notifying us, using appropriate packaging.
4. We recommend using a trackable shipping method and keeping your proof of postage until your refund is processed. Under Dutch law, you are responsible for the product until it reaches us.

Return Shipping Costs

If you change your mind (Right of withdrawal)

• You bear the direct cost of returning the products.
• You also bear the initial shipping cost you paid to receive the order.
• You will receive a refund of the product price only (the items you returned).
• Weinsch must clearly inform you of this before you place your order (which we do here).

If the return is due to our error

If the return is due to:

• Wrong item sent
• Damaged or defective product
• Any issue Weinsch is responsible for

Then:

• Weinsch will typically send you a replacement instead of processing a refund.
• Weinsch will cover or reimburse reasonable return shipping costs according to our instructions.
• This includes providing a return label or reimbursing you before/after shipment.
• You do not pay the return shipping in this case. Initial shipping costs are only refunded if the full order was our error and is entirely refunded rather than replaced.

Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

If approved:

• Refunded amounts will match the purchase price of the product at the time of the order.
• Refunds for postage will not be provided, except when the full order is refunded due to our error (faulty, damaged, or incorrect products).

This means:

• If you return because you changed your mind: Only the product price is refunded. Initial shipping and return shipping are not refunded.
• If the return is due to our error (broken/defective/wrong item): Weinsch covers return shipping, and we typically send a replacement instead of a refund.
• The buyer is responsible for making arrangements for the return of the goods (unless the return is due to our error).
• Refunds will be processed within 14 days of receiving the returned product.
• We will use the same payment method you used for the original transaction, unless explicitly agree otherwise.

Refund rejection

We will not refund if:

• The products show signs of use
• The product is opened (for hygiene-sensitive items like supplements, needles, etc)
• The return does not meet the conditions outlined above