Refund policy
Refund Policy
Thank you for shopping with WINKS.
This policy outlines how we handle refunds, returns, and exchanges, and is designed to ensure a fair and transparent experience for our customers.
1. General Policy
We want you to feel confident when purchasing from WINKS.
If you are not fully satisfied with your order, you may contact us within 14 days of delivery to request a return, exchange, or refund.
All requests are reviewed on a case-by-case basis to ensure a fair and appropriate resolution.
2. Faulty, Damaged, or Incorrect Items
If your item arrives defective, damaged, or incorrect, please contact us within 48 hours of delivery with supporting photos or videos.
We will prioritise resolving this with either a replacement or refund, depending on the circumstances.
3. Returns & Product Condition
As our products are personal care items, hygiene considerations apply.
Items should be returned in good condition. We may limit or refuse refunds where items have been used or are not in a resellable condition, unless the item is faulty.
Customers are responsible for return shipping costs unless the item is confirmed to be defective, damaged, or incorrect. We recommend using a tracked service, as we cannot be responsible for items lost in transit.
4. Situations Where Refunds May Be Limited
We aim to be fair in all cases, however refunds may be limited or not offered where:
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the issue relates to personal preference or expectations rather than a fault
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incorrect product, colour, or variant was selected at checkout
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delays occur due to courier services, customs processing, or seasonal demand
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the product has been used excessively or not in accordance with instructions
Each request is assessed individually to ensure a reasonable outcome.
5. Product Expectations
Customers should review product descriptions, specifications, and usage guidance before purchasing.
Minor variations in appearance, colour, styling results, or packaging may occur and do not constitute a product defect.
6. How to Request a Refund
To request a return, refund, or exchange, please contact us at:
📧 info.winkscare@gmail.com
Include:
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your order number
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a description of the issue
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photos/videos where applicable
Our customer service team aims to respond within 24–48 hours (Monday–Saturday).
7. Return Process
All returns must be approved in advance by our support team.
Once approved:
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You will receive return instructions
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Items must be returned in appropriate condition
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Returns may be directed to one of our fulfilment partner facilities
Please do not return items without prior approval.
Failure to follow return instructions may result in delays in processing.
8. Refund Processing
Once a returned item has been received and reviewed, refunds will be processed accordingly.
Depending on the condition of the item and the circumstances, this may include:
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Full refund
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Partial refund
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Exchange
Approved refunds will be issued to the original payment method.
Please allow 7–10 business days for funds to appear, depending on your bank or card provider.
9. Exchanges
In many cases, we may offer a replacement rather than a refund, particularly where an item is defective, damaged, or incorrect.
10. Chargebacks
If there is any issue with your order, please contact us first.
Most concerns can be resolved quickly through our support team, which is often faster than raising a dispute with your bank.
11. Customer Conduct
We are committed to providing a positive and supportive experience.
We do not tolerate abusive or inappropriate behaviour toward our team. In such cases, we reserve the right to limit or refuse service where necessary.
12. Product Use
All styling tools should be used in accordance with the provided instructions.
Improper use, misuse, or failure to follow guidance may affect eligibility for refunds.
13. Customer Support Hours
Our customer support hours are:
🕘 Monday to Saturday
🕓 9:00 AM – 4:00 PM (UK time)
14. Your Rights
Nothing in this policy affects your statutory rights under applicable consumer protection laws.