Returns & Refunds

Returns and Refunds

We want you to love every piece you bring into your home. If something isn't quite right, you can return it under the conditions below.

Right of Withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period is 14 days from the day on which you, or a third party named by you who is not the carrier, take possession of the goods. If you ordered several items that are delivered separately, the period starts on the day you receive the last item.

To exercise your right of withdrawal, you must inform us with a clear statement, for example by letter or email:

Hansecore UG (haftungsbeschränkt)
Haidbrook 71
22880 Wedel
Germany
Email: info@wenaxori.com
Phone: +49 163 0473810

You can use the model withdrawal form below, but you do not have to. To meet the withdrawal deadline, it is enough to send your notice before the withdrawal period ends.

Effects of Withdrawal

If you withdraw from this contract, we will refund all payments we have received from you, including standard delivery costs, without delay and no later than 14 days from the day we receive your notice of withdrawal. Additional costs resulting from your choice of a delivery method other than the cheapest standard delivery we offer are not refunded. This means the 2.95 EUR for insured express shipping is not refundable.

We will use the same payment method you used for the original purchase, unless we expressly agree otherwise with you. You will not be charged any fees for this refund.

We may withhold the refund until we have received the goods back or until you have provided proof that you have sent them, whichever happens first.

You must send back the goods without delay and no later than 14 days from the day you informed us of your withdrawal. The deadline is met if you send the goods before the 14 days have passed.

You bear the direct costs of returning the goods.

You are only liable for any loss in value of the goods if this loss is due to handling that was not necessary to check their nature, characteristics and functioning.

Exceptions

The right of withdrawal does not apply to goods that were made to your specifications or clearly tailored to your personal needs.

How to Return an Item

1. Email us at info@wenaxori.com with your order number and the items you would like to return.
2. We will reply with the return address and the next steps.
3. Pack the items carefully, ideally in their original packaging, especially fragile pieces such as vases, candles and framed prints. Please include your order number.
4. Send the parcel back to us. We recommend using a trackable shipping method.

Returns are usually checked within 3 to 6 business days after they arrive at our warehouse. We will let you know by email once your return has been accepted and your refund has been issued.

Exchanges

If you would like a different colour or design, please contact us with your order number. If the item you want is available, we will be happy to help you with an exchange.

Damaged or Defective Items

If an item arrives damaged or has a defect, please contact us at info@wenaxori.com with a short description and a photo. In that case, we will cover the return shipping costs and offer you a replacement or a full refund. Your statutory warranty rights remain unaffected.

Refund Not Received?

Refunds can take a few extra days to appear in your account depending on your bank or payment provider. If you still have not received your refund after this time, please contact us at info@wenaxori.com.

Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract.)

To:
Hansecore UG (haftungsbeschränkt)
Haidbrook 71
22880 Wedel
Germany
Email: info@wenaxori.com

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:

Ordered on / received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is sent on paper):

Date: