Refund policy

Sometimes an order is not quite what you pictured, and that is fine. This page sets out exactly how returns, cancellations and refunds work at Winston Supplies, so you know where you stand before you buy.

Our return window

You can ask to return an item up to 60 days after it is delivered. If your order arrives in more than one parcel, the 60 days start when the last parcel is delivered.

This comes on top of your statutory right to cancel under the Consumer Contracts Regulations 2013. You can cancel within 14 days of delivery without giving a reason, as long as you tell us within that time and send the item back within 14 days of telling us. An email to support@winstonsupplies.co is enough, or you can use the model cancellation form at the end of this page. Our 60-day window runs alongside that right and does not replace it.

Condition of returned items

For a return within our 60-day window, items need to come back unused, in the condition you received them and in their original packaging. Within the statutory 14-day cancellation period you may unpack and check an item as you would in a shop. If it has been handled more than that, we may reduce the refund by the loss in value.

No restocking fees

We do not charge restocking fees, so no restocking fee is ever taken off your refund.

How to start a return

Email support@winstonsupplies.co with your order number and the item you want to send back. We reply with the return address and the next steps. Please wait for that reply, and do not use the sender address printed on your parcel.

Return shipping

Return postage is paid by you. Items come back to our supplier's returns centre in China, which makes the return an international shipment. We recommend a tracked service, so we can both see where the parcel is, and please keep your proof of postage until your refund has come through.

Faulty, damaged or wrong items

If an item arrives faulty or damaged, or it is not what you ordered, email support@winstonsupplies.co as soon as you notice, with your order number and a photo or short video of the problem. There is no need to send it back. We send you a new one free of charge. If that product is no longer available, we refund you in full instead. Your statutory rights are not affected: under the Consumer Rights Act 2015 you can reject a faulty item within 30 days of delivery for a full refund, and a fault that appears later is covered by those rights too.

Exchanges

Prefer another item to a refund? Mention it in your email and we will arrange an exchange instead.

Refunds

Once your return arrives and we have checked it, we refund your original payment method within 7 days of its arrival. If you cancelled under the statutory 14-day right, the refund is never later than 14 days after you send us proof of postage. Your bank may need a few extra days to show the money on your statement.

Model cancellation form

You do not have to use this form, but you may. Fill it in and email it to us, or send it by post.

To:
Novaro (Winston Supplies)
Dorine Verschureplein 6a
Elsloo 6181 AS
Netherlands
support@winstonsupplies.co

I hereby give notice that I cancel my contract of sale of the following goods: (list the items)
Ordered on (date) / received on (date)
Name of consumer: (your name)
Address of consumer: (your address)
Signature of consumer (only if this form is sent on paper)
Date: (date)

We are here to help

Not sure whether something qualifies? Ask us first at support@winstonsupplies.co and we will talk it through with you.