Refund policy

Return & Refund Policy

WENSCARLO — Men's Casual Luxury

Website: https://Wenscarlo.store
Customer Support: help@Wenscarlo.store
Last Updated: 4 November 2026

1. Introduction

At Wenscarlo, customer satisfaction is important to us. We are committed to providing quality men's clothing and accessories, transparent shopping conditions, and a fair and straightforward returns and refunds process.

This Return & Refund Policy explains your rights and responsibilities when purchasing products from Wenscarlo through our website, https://Wenscarlo.store.

Our policy is designed to comply with applicable United Kingdom consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Nothing in this policy excludes, restricts, or otherwise affects your statutory consumer rights.

2. Your Right to Cancel an Online Purchase

Under the Consumer Contracts Regulations 2013, customers purchasing eligible products online generally have the legal right to cancel their order within 14 days of receiving their goods, without providing a reason.

The cancellation period expires 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods.

If your order contains multiple items delivered separately, the cancellation period generally begins from the day after the final item is received.

To exercise your right to cancel, you must notify us of your decision before the cancellation period expires.

You can contact us at:

Email: help@Wenscarlo.store

You may use the model cancellation form provided at the end of this policy, but you are not required to do so. Any clear statement communicating your decision to cancel is sufficient.

3. Returning Products After Cancellation

Once you have notified us that you wish to cancel an eligible purchase, you must return the goods within 14 days of communicating your cancellation.

Please contact our customer support team to obtain the appropriate return address and instructions.

Customers are entitled to inspect and try on clothing in the same manner as they would in a physical retail shop.

You may be responsible for any reduction in the value of the goods caused by handling beyond what is necessary to establish their nature, characteristics, and suitability.

We recommend returning products with their original packaging, labels, and accessories whenever reasonably possible.

However, the absence of original packaging or the removal of a label does not automatically invalidate your statutory right to cancel.

4. Return Shipping Costs

For returns made because you have changed your mind under your statutory cancellation rights, you will be responsible for the direct cost of returning the goods, provided that we have informed you of this responsibility before purchase.

The applicable return address and instructions will be supplied by our customer support team.

Where goods are faulty, damaged, incorrectly supplied, or do not conform to the contract, Wenscarlo will bear reasonable return costs where required by applicable consumer law.

Customers should not be required to pay unreasonable return costs to exercise their statutory rights.

We recommend using a tracked postal service and retaining proof of postage.

5. Refund Eligibility and Processing

When you exercise your statutory right to cancel an eligible online purchase, Wenscarlo will reimburse the payments received for the cancelled goods, subject to any lawful deductions.

Where the entire order is cancelled, we will also refund the original standard delivery charge, if applicable.

If you selected a more expensive delivery method, such as Express Shipping, we are not required to refund the additional amount exceeding the least expensive standard delivery option offered at checkout.

Refunds will be issued without undue delay and no later than 14 days after:

We receive the returned goods; or
You provide evidence that you have sent the goods back, if earlier.

Where no goods have been supplied, refunds will be issued within 14 days of receiving your valid cancellation notice.

Refunds will be made using the original payment method unless you expressly agree otherwise.

We will not charge an administration fee for processing a statutory refund.

Once your refund has been issued, the time required for the funds to appear in your account may depend on your bank or payment provider.

6. Faulty, Damaged, or Incorrect Products

Under the Consumer Rights Act 2015, products supplied by Wenscarlo must be:

Of satisfactory quality.
Fit for their intended purpose.
As described on our website.
Consistent with any applicable sample or model provided before purchase.

If you receive a faulty, damaged, or incorrect item, please contact us at help@Wenscarlo.store.

Please provide your order number, a description of the issue, and, where reasonably available, photographs showing the problem.

Photographs may help us resolve your enquiry more quickly, but they are not an absolute condition of exercising your statutory rights.

Depending on the circumstances and applicable law, you may be entitled to a refund, repair, replacement, or price reduction.

Where we are legally responsible for the problem, we will cover the necessary costs of providing the appropriate remedy.

7. Your Statutory Rights Within 30 Days

Under the Consumer Rights Act 2015, customers generally have a short-term right to reject goods that do not meet the required legal standards.

For qualifying faulty or non-conforming goods, this right normally applies for 30 days from the relevant statutory starting point, usually when the goods have been delivered and ownership has transferred.

If you exercise this right within the applicable period, you may be entitled to a full refund.

Wenscarlo will process refunds arising from a valid short-term right to reject without undue delay and within the legally required timeframe.

These rights apply independently of the 14-day cancellation period for distance purchases.

8. Faults Discovered After 30 Days

If a product develops a fault after the initial 30-day period, you may still have statutory rights under the Consumer Rights Act 2015.

Depending on the circumstances, you may be entitled to a repair or replacement.

Where a repair or replacement is impossible, disproportionate, unsuccessful, or cannot be provided within a reasonable time without significant inconvenience, you may be entitled to a price reduction or a final right to reject the goods.

For faults discovered within the first six months, the law generally presumes that the goods did not conform to the contract at delivery unless the retailer establishes otherwise or the presumption is incompatible with the circumstances.

After six months, customers may need to demonstrate that the fault was present or developing when the goods were supplied.

Your statutory rights may extend beyond six months, subject to the nature of the goods, the circumstances, and applicable limitation periods.

9. Exchanges

If you would like to exchange an item for a different size, colour, or style, please contact our customer support team.

Exchanges requested because of a change of preference are subject to product availability and our approval.

Where an exchange is not available, you may exercise your statutory cancellation rights within the applicable period and place a new order.

Where a replacement is required under the Consumer Rights Act 2015, your statutory rights will apply regardless of our voluntary exchange arrangements.

10. Non-Returnable Items and Legal Exceptions

Certain products may be excluded from the statutory right to cancel, where permitted by law.

These may include:

Products made to your individual specifications or clearly personalised.
Sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed after delivery.
Other goods falling within a specific statutory exception.

For example, certain sealed underwear or personal hygiene products may be excluded from change-of-mind cancellation rights once their protective seal has been removed.

These exceptions do not remove your rights to remedies where goods are faulty, misdescribed, or otherwise fail to meet statutory requirements.

Ordinary clothing and accessories are not automatically excluded from cancellation rights merely because they have been tried on or purchased at a discounted price.

11. Sale and Promotional Items

Products purchased during sales, seasonal promotions, clearance events, or special offers remain protected by applicable UK consumer legislation.

Customers purchasing discounted products generally retain the same statutory rights as customers purchasing full-price products.

A promotional discount does not remove your right to cancel an eligible online purchase or obtain remedies for faulty goods.

Any additional voluntary promotional return conditions will be communicated clearly and will not override your statutory rights.

12. Orders Lost or Damaged During Delivery

Wenscarlo is responsible for ensuring that goods are delivered in accordance with the contract and applicable UK consumer law.

Where we arrange delivery, the risk of loss or damage generally remains with Wenscarlo until the goods come into your physical possession or that of a person you have nominated to receive them.

If your order is lost, arrives damaged, or is delivered incorrectly, please contact:

help@Wenscarlo.store

We will investigate the matter and provide the appropriate remedy in accordance with your statutory rights.

If a parcel is reported as delivered but has not been received, we may request relevant information to assist with the delivery investigation.

Your statutory rights will not be made conditional upon the outcome of a carrier's internal claims process.

13. Order Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact our customer support team as soon as possible.

We will make reasonable efforts to process your cancellation before dispatch.

If your order has already entered the delivery process, you may still exercise your applicable statutory cancellation rights.

Any refund will be processed in accordance with the cancellation and refund provisions outlined in this policy.

14. Proof of Purchase

To help us identify and process your return, we may request reasonable proof of purchase.

Acceptable evidence may include:

Your order confirmation email.
Your order number.
A purchase receipt.
A bank or payment statement showing the transaction.
Other reasonable evidence demonstrating that the goods were purchased from Wenscarlo.

An original paper receipt is not the only acceptable form of proof of purchase.

15. Refunds for Bundles and Promotional Offers

Where products are purchased as part of a bundle, multi-buy offer, or promotional package, any voluntary return arrangements will be explained in the relevant offer conditions.

For statutory cancellations, refunds will be calculated in accordance with applicable consumer law and the terms of the contract.

Where a customer cancels an entire eligible order, the applicable statutory refund rules will apply.

Where only part of an order is returned, any lawful adjustment to a promotional discount will depend on the original offer terms and the circumstances.

We will not apply unfair deductions or restrictions that undermine statutory consumer rights.

16. International Returns

This policy primarily addresses purchases made by consumers in the United Kingdom.

For orders delivered outside the United Kingdom, additional mandatory consumer protection rules may apply depending on the customer's country of residence and the circumstances of the transaction.

Customers should contact our support team before returning goods internationally to obtain the appropriate instructions.

Nothing in this policy is intended to exclude mandatory consumer protections that apply to an international purchase.

17. Consumer Rights and Applicable Legislation

Wenscarlo respects the rights of consumers under applicable UK legislation, including:

Consumer Rights Act 2015

Establishes statutory standards for goods and provides remedies where products are faulty, not as described, or otherwise fail to conform to the contract.

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

Establishes information requirements and cancellation rights for qualifying distance contracts, including online purchases.

Digital Markets, Competition and Consumers Act 2024

Includes consumer protection provisions addressing unfair commercial practices and other regulated consumer matters.

Other Applicable Consumer Protection Legislation

Additional legislation and regulations may apply depending on the circumstances of a purchase, the nature of the goods, and the customer's location.

Nothing in this policy limits or excludes any rights or remedies that cannot lawfully be excluded.

18. Customer Support and Complaints

If you have any questions about returns, refunds, cancellations, faulty products, or your statutory consumer rights, please contact our customer support team.

Wenscarlo Customer Support

Website: https://Wenscarlo.store

Email: help@Wenscarlo.store

Please include your order number and a clear explanation of your enquiry where possible.

We aim to handle customer enquiries fairly, transparently, and within a reasonable timeframe.

If a complaint cannot be resolved directly, customers may seek independent consumer advice or pursue any remedies available under applicable law.

19. Changes to This Policy

Wenscarlo may update this Return & Refund Policy to reflect operational changes, improvements to our customer service, or changes in applicable legislation.

The latest version will be published on our website.

Any changes will be applied in accordance with applicable law and will not retrospectively remove statutory rights arising from existing purchases.