Refund policy

RETURN AND REFUND POLICY

Last Updated: August 25, 2026

At Weston Row, we want customers to have a clear and fair process for returns and refunds. Please review this policy before making a purchase.

  1. 30-DAY RETURN PERIOD

You may request a return within 30 calendar days after the order is shown as delivered by the shipping carrier.

To begin a return, you must contact us by email before sending the item:

yanguoxiong024@outlook.com

Please use the subject line:

Return Request – Order #[Your Order Number]

Returns sent without prior contact, confirmation, or return instructions may be delayed, refused, or returned to the sender.

  1. RETURN ELIGIBILITY

To qualify for a return, the item must generally be:

• In the same condition in which it was received
• Unworn, unused, unwashed, and unaltered
• Free from stains, odors, damage, or signs of wear
• Returned with the original tags, accessories, and packaging
• Accompanied by the order number or other proof of purchase
• Submitted within the 30-day return period

Shoes should be tried on only on a clean indoor surface. The original shoe box must not be used as the outer shipping box, taped directly, labeled directly, or otherwise damaged.

We reserve the right to reduce or refuse a refund when an item is returned used, worn, washed, altered, damaged after delivery, incomplete, or materially different from its original condition, to the extent permitted by applicable law.

  1. HOW TO REQUEST A RETURN

Before returning an item, email us with:

• Your full name
• Your order number
• The email address used at checkout
• The product you wish to return
• The reason for the return
• Clear photographs, when the item is damaged, defective, incorrect, or materially different from the product ordered

After reviewing the request, we will provide the applicable return instructions and confirmed return address.

Do not return merchandise to the business address shown on the website unless our customer-service team specifically confirms that address for your return.

  1. RETURNS WITHOUT A PRODUCT-QUALITY ISSUE

If the product is not defective and the return is requested because of:

• Incorrect size selected by the customer
• Change of mind
• Personal preference
• The item no longer being wanted
• An address or ordering error made by the customer
• Another reason unrelated to product quality or fulfillment error

the customer is responsible for the return shipping cost.

Original shipping charges, if any, are not refundable unless required by applicable law.

We recommend using a trackable shipping service. The customer is responsible for the return parcel until it is delivered to the confirmed return address.

Weston Row is not responsible for a return parcel that is lost, damaged, refused, or delivered to an incorrect or unauthorized address.

  1. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order promptly after delivery.

If an item arrives damaged, defective, incorrect, or materially different from the item ordered, contact us as soon as possible and provide appropriate evidence.

Evidence may include:

• Clear photographs of the complete item
• Close-up photographs showing the reported issue
• Photographs of the size label, product label, or SKU
• Photographs of the outer and inner packaging
• A photograph of the shipping label
• A short video when photographs cannot clearly show the problem

Please do not discard the product, packaging, labels, or accessories before the claim has been reviewed.

Providing evidence does not automatically confirm that a product is defective. We will review the information and may request reasonable additional documentation.

If we confirm that the item is defective, damaged in transit, incorrect, or affected by our fulfillment error, we will provide an appropriate resolution. Depending on the circumstances, the resolution may include:

• A replacement
• An exchange
• A full or partial refund
• Return-shipping instructions
• Reimbursement of reasonable return shipping costs where approved or required by law

Do not return a damaged, defective, or incorrect item before receiving instructions from us.

  1. SIZE AND FIT

Customers are responsible for reviewing the available size chart and selecting the appropriate size before ordering.

Differences between US, UK, EU, and manufacturer sizing systems do not necessarily indicate a product defect.

If the size sent matches the size selected and confirmed in the order, the return will normally be treated as a non-quality-related return, and the customer will be responsible for return shipping.

If we sent a size different from the size shown in the order confirmation, please provide photographs of the product and size label so we can investigate.

  1. RETURN SHIPPING

Customers must use the return address and instructions supplied by our customer-service team.

We strongly recommend:

• Using a trackable postal or courier service
• Retaining the shipping receipt
• Retaining the tracking number
• Packaging the item securely
• Declaring the return accurately where customs documentation is required

Cash-on-delivery returns, unauthorized freight-collect shipments, and parcels sent to an unconfirmed address may be refused.

Please do not send a return until you have received confirmation from us.

  1. RETURN INSPECTION

After the returned item is delivered, we will inspect it to confirm:

• The correct product was returned
• The condition of the item
• Whether all packaging, tags, and accessories are included
• Whether the return meets this policy
• Whether the reported defect or fulfillment issue can be verified

We will notify you after the inspection has been completed and advise whether the refund has been approved, partially approved, or declined.

  1. REFUNDS

Approved refunds will be issued to the original payment method used for the order.

After we initiate a refund, additional processing time may be required by your bank, card issuer, PayPal, Shopify Payments, or other payment provider. This processing period is outside Weston Row’s direct control.

A refund cannot normally be transferred to a different card, bank account, payment account, or person.

  1. EXCHANGES

Exchanges are subject to product and size availability.

Contact us before returning an item if you would like an exchange. We will confirm whether the requested replacement is available and provide instructions.

If the requested replacement is unavailable, we may offer another available product or process an eligible refund.

For non-quality-related exchanges, the customer is responsible for applicable return shipping and reshipping costs, unless otherwise agreed or required by law.

  1. LATE OR MISSING REFUNDS

If you have received confirmation that a refund was issued but do not see it in your account:

• Check the original payment account
• Contact your bank or card issuer
• Contact the applicable payment provider
• Allow the provider’s stated processing period

If the refund still cannot be located, contact us at yanguoxiong024@outlook.com with your order number.

  1. UNDELIVERABLE OR REFUSED PACKAGES

If a parcel is returned because of:

• An incomplete or incorrect address supplied by the customer
• Repeated failed delivery attempts
• Failure to collect the parcel
• Refusal of delivery
• Unpaid customs duties or import charges

any refund or reshipment will be reviewed after the parcel is returned and inspected.

Actual shipping, return, customs, or carrier charges may be deducted where permitted by applicable law and disclosed under our policies.

  1. CHARGEBACKS AND PAYMENT DISPUTES

Please contact us first if you believe there is a problem with your order. We will make a reasonable effort to investigate and provide an appropriate resolution.

Nothing in this policy limits a customer’s lawful rights to contact their payment provider or exercise applicable consumer-protection rights.

  1. POLICY ABUSE

We reserve the right to refuse transactions or returns involving suspected:

• Return fraud
• Substitution of products
• False damage claims
• Altered evidence
• Repeated abusive return activity
• Unauthorized payment activity
• Items not purchased from Weston Row

We may preserve relevant order, communication, payment, return, and delivery records for fraud prevention and dispute resolution.

  1. CONSUMER RIGHTS

This policy does not limit any mandatory rights or remedies available to customers under applicable consumer-protection law.

Where applicable law provides rights that are more favorable than this policy, the applicable legal requirements will control.

  1. CONTACT INFORMATION

Weston Row
Email: yanguoxiong024@outlook.com
Website: https://softelux.com/

Business Address:
535 Beluga Ave, Apt D
JBER, AK 99505
United States

Important: Please contact us by email before returning any merchandise. The appropriate return address and instructions will be provided after your request has been reviewed.