Return Policy

We want you to be completely satisfied with your purchase from designnelo. If for any reason you are not satisfied, we accept returns and offer refunds under the following conditions.

Return Window
You have 30 days from the date of delivery to initiate a return. Requests submitted after 30 days will not be accepted.

Condition of Items
To be eligible for a return, your item must be:

  • Unused and unwashed

  • In the same condition that you received it (no stains, odors, pet hair, or signs of wear)

  • In its original packaging, including all tags, accessories, and inserts

Items that do not meet these criteria may be rejected or subject to a partial refund.

Non-returnable items
For hygiene and safety reasons, the following items are not eligible for return unless they arrive damaged or defective:

  • Face masks, undergarments, swimwear (if hygiene seal is removed)

  • Gift cards, final sale items, or personalized/custom-made products

Return Process
To start a return, please contact us at service@waester.com with the following information:

  • Order number

  • Product name(s) you wish to return

  • Reason for return (e.g., size issue, changed mind, quality concern)

  • Photos or videos (if reporting damage or defect)

Our customer service team will respond within 2 business days with return instructions and the return address.

Shipping Costs for Returns

  • For non-defective returns (e.g., changed mind, ordered wrong size, no longer needed): Customers are responsible for paying the return shipping costs. We recommend using a trackable shipping method and keeping the receipt, as we cannot issue refunds for items lost in return transit.

  • For damaged, defective, or incorrectly shipped items (our fault): designnelo will provide a prepaid return label or reimburse reasonable return shipping costs upon approval. Please contact us first with evidence.

Refunds
Once your return is received at our warehouse, please allow 5–7 business days for inspection. We will notify you via email of the approval or rejection of your refund.

  • If approved, the refund will be processed to your original method of payment (credit card, PayPal, etc.) within 5–7 business days after approval.

  • Depending on your bank or card issuer, it may take an additional 3–10 business days for the refund to appear on your statement.

Partial refunds
Partial refunds may be granted in the following situations:

  • Item is not in its original condition (e.g., missing parts, damaged by customer)

  • Return is initiated after 30 days but before 45 days (store credit only)

  • Original packaging is missing or heavily damaged

Late or missing refunds
If you haven’t received your refund after the above timeline, please first check your bank account again, then contact your credit card company or PayPal. If you’ve done all of this and still have not received your refund, reach out to us at service@waester.com.

Exchanges
We do not offer direct exchanges at this time. If you need a different size or color, please return the original item for a refund and place a new order on our website.

International returns
For customers outside the country of origin (if shipping internationally), return shipping costs are the customer’s responsibility. Please ensure customs forms are marked as “returned goods” to avoid additional import fees. designnelo is not responsible for any duties, taxes, or customs charges on return shipments.

Contact us
If you have any questions about returns or refunds, please contact us at:
Email: service@waester.com
Please include your order number for faster service.