Return & Withdrawal Policy (WE-NO)

1. Statutory Right of Withdrawal for Consumers (EU)

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period is 14 days from the day on which you or a third party named by you, who is not the carrier, took possession of the goods.

To exercise your right of withdrawal, you must inform us:

WE-NO
Email: info@we-no.com

by means of a clear declaration (e.g., by email or through the return portal in our online shop) of your decision to withdraw from this contract.



Consequences of Withdrawal

If you withdraw from this contract, we will refund the purchase price of the returned items, but not the delivery costs.

The return shipping costs (return to us) must always be paid by the buyer.

Depending on the return scope:

If the entire order is returned, the buyer bears both the delivery and return shipping costs.

If at least one item is kept, the buyer bears only the return shipping costs, while the initial delivery remains free of charge.


The refund will be issued within 7 days after we have received and inspected your return.
Refunds are made using the same payment method or account used for the original transaction. No additional fees apply.

2. Damages and Defects

Please check your order immediately upon receipt.
If any item is damaged, defective, or incorrect, please contact us promptly at info@we-no.com so we can review the case and offer a solution.


3. Exchanges

A direct exchange is not possible.
If you would like a different item, please return the original one and place a new order.



4. Refunds

Once your return has been received and inspected, you will be notified via email whether your refund has been approved or denied.

Approved refunds will be issued within 7 days after confirmation of the return to the original payment method or bank account.

If you haven’t received your refund within 10 days after approval, please contact us at info@we-no.com.


5. Items Excluded from Return or Exchange

The following items are excluded from return:

Custom-made or personalized products

Unsealed hygiene items(e.g. socks, underwear,etc...)

Unsealed liquids (e.g. perfumes, oils, sprays, skincare products)

gift cards

Hazardous materials (e.g. flammable liquids or gases)


6. International Returns (Outside the EU)

For customers outside the EU (e.g. USA, UAE), no statutory right of withdrawal applies.
However, we voluntarily grant a 14-day return period under the same conditions.


7. Return Process

Returns are handled exclusively via the Shopify return portal in our online shop.
Please register your return there before sending the goods back.
Unregistered returns cannot be processed.


8. Delivery Restrictions

Deliveries are made only to the countries listed in our online shop.


9. Retention of Ownership

Goods remain the property of WE-NO until full payment has been received.



10. Applicable Law & Contract Language

German law applies.
For consumers residing outside Germany, mandatory consumer protection laws of their home country remain unaffected.
For business customers, the exclusive place of jurisdiction is the registered office of our company.



11. Online Dispute Resolution / Consumer Dispute Settlement

The European Commission provides an Online Dispute Resolution (ODR) platform:
👉 https://ec.europa.eu/consumers/odr/

We are neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board.


12. Sample Withdrawal Form

(If you wish to withdraw from the contract, please complete and return this form.)

To:
WE-NO
Email: info@we-no.com

I/we () hereby withdraw from the contract concluded by me/us () for the purchase of the following goods:
— Ordered on [..] / received on [..]
— Name of consumer(s): [..]
— Address of consumer(s): [..]
— Signature of consumer(s) (only if submitted on paper): [..]
— Date: [..]

(*) Delete as appropriate