WELTHAN adheres to the customer-first service principle and provides standardized and hygienic return and refund services. Due to the particularity of intimate apparel products, we have formulated targeted return rules to protect public health and customer rights.
1. Return & Exchange Time Limit
We support eligible returns and exchanges within 30 calendar days from the date of customer receipt. All return applications must be submitted within the valid period, and overdue applications will not be accepted.
2. Return Eligibility & Hygiene Rules
To ensure public health safety, intimate apparel products such as underwear are only eligible for return if they are unopened, unused, unwashed, with original sealed packaging and complete tags. Opened, worn, cleaned or stained intimate products do not support returns and exchanges. Other casual clothing and accessories must be kept in brand-new, undamaged and unused state with original complete packaging.
3. Non-Returnable Items
Opened/used men’s underwear and other intimate apparel, personalized customized products, and final clearance discounted products are non-returnable and non-exchangeable.
4. Return Application Process
1. Submit a return application via official email within the valid return period, provide your order number and detailed return reason;
2. Wait for our customer service review within 24 hours to obtain the official designated return address and operation guidelines;
3. Pack the products completely and return them according to the specified address, and provide the return logistics tracking number;
4. We will inspect the returned goods after receipt, and confirm the refund or exchange process after passing the inspection.
5. Refund Rules
After the returned products pass inspection, we will initiate a refund within 5–10 business days, and the fund will be returned to your original payment account. The original shipping fee is non-refundable. If the return is caused by our product quality problems, wrong delivery or missing goods, we will bear the return shipping fee and provide a full refund or free exchange.
6. Exchange Service
Eligible unopened and unused products support size and color exchange within 30 days of receipt. The exchange is subject to real-time inventory. If the target product is out of stock, we will provide a full refund solution.