Refund policy
At Weserenely, we want you to be satisfied with your purchase. If you are not completely happy with your order for any reason, most products may be eligible for return within 30 days of delivery for a refund, provided that they meet the return conditions and eligibility requirements outlined below.
1. Eligibility for Returns
To qualify for a return, the following conditions must be met:
2. The product must be in unused condition, free from damage, and returned in its original packaging.
3. All included components, accessories, manuals, labels, and any accompanying parts must be returned with the item.
4. A valid proof of purchase, such as an order number, receipt, or order confirmation email, must be provided.
5. Returned items should be shipped using a trackable delivery service to help ensure
successful receipt and processing of the return.
Please Note:
Returns sent without prior authorisation will not be accepted. We are not responsible for lost or untracked return shipments.
2. Non-Returnable Items
The following products and items are not eligible for return, exchange, or refund:
1. Custom-made, personalized, customized, or specially made-to-order products.
2. Gift cards, promotional vouchers, or other non-refundable digital credits.
3. Clearance, final-sale, discounted, or marked-down items designated as non-returnable.
4. Products that have been damaged, misused, modified, altered, or improperly handled after delivery by the customer.
3. How to Start a Return
To begin the return process, please contact us at support@weserenely.com and provide the following information:
- Your order number or purchase reference.
- A brief explanation of the reason for the return request.
- Clear photos or videos if the item is defective, damaged, or different from what was ordered.
- Your full name and the shipping address associated with the order.
Once your request is received, our customer support team will review the information and respond within 3 business days to determine whether the return qualifies under our return policy.
If the return is approved, we will provide the appropriate return shipping address along with detailed instructions for completing the return process.
4. Return Method
All approved returns must be sent back by mail. Customers are responsible for arranging shipment of the item through a reliable and trackable shipping service to the return address provided by our support team after the return request has been reviewed and authorized.
5. Return Shipping Costs
If a return is approved because of an error on our part, such as receiving an incorrect item, a defective product, or an item that arrived damaged, we will issue a full refund and reimburse any applicable return shipping costs.
If the return is requested for customer-related reasons, including a change of mind, ordering the wrong product, or no longer wanting the item, the customer is responsible for all return shipping expenses. In such cases, a USD $15 restocking fee will be deducted from the total refund amount before the refund is processed.
6. Refunds
After your returned item has been received and inspected, we will notify you by email regarding the outcome of your return request.
- If the return is approved, the refund will be issued to the original payment method used for the purchase within 10 business days.
- Depending on your bank, credit card provider, or payment service, additional processing time may be required before the refunded amount appears in your account.
- If the return does not meet our eligibility requirements, we will provide a written explanation outlining the reason the refund request was not approved.
7. Damaged, Faulty or Incorrect Items
Please inspect your order immediately upon delivery. If you receive a damaged, defective, or incorrect item, contact us right away at support@weserenely.com with photos of the issue. We will arrange a replacement or a full refund at no cost to you.
8. Exchanges
We do not offer direct product exchanges. If you wish to receive a different item, you will need to return the original product by following our standard returns procedure and place a separate order for the desired product. Once the returned item is received and inspected, any applicable refund will be processed in accordance with our refund policy.
9. Cancellations
Orders may be cancelled within 12 hours of purchase, and a full refund will be issued if the cancellation request is made within this timeframe.
Once an order has been processed and shipped, it can no longer be cancelled.
If delivery is unsuccessful due to an incorrect or incomplete shipping address provided by the customer, or if the parcel is refused or remains unclaimed, a USD $15 restocking fee will be deducted from the refund amount before processing.
10. Contact Information
Store Name: Weserenely
Company Name: Procharge LLC
Registered Address: 1529 Johnson Ave, Elmont, NY 11003, United States
Phone: (516) 452-2584
Email: support@weserenely.com
Customer Service Hours:
Monday–Friday: 09:00 a.m. – 5:00 p.m. (GMT -05:00) Eastern Standard Time (EST)
Saturday-Sunday: Closed
Order Cut‑Off Time: 4:00 PM (EST)
We aim to respond to all enquiries within 24 hours.