Refund policy

Last updated: October 24, 2026

At Warmwoll, we want you to love your purchase. If something isn't right, this policy explains how cancellations, returns, exchanges and refunds work. Nothing in this policy limits any rights you have under applicable law.

1. Order Cancellations

You can cancel your order free of charge within 24 hours of placing it by emailing info@warmwoll.com with your order number. After 24 hours, we will still try to cancel your order if it has not yet been handed over to the carrier, but we cannot guarantee it. Once an order has shipped, it can no longer be canceled – you can return it after delivery as described below.

If we cannot ship your order within the stated processing time, you may cancel it at any time before it ships for a full refund (see our Shipping Policy).

2. 14-Day Returns

You may return eligible items within 14 days of the date you receive your order.

To be eligible for a return, items must be:

  • Unused, unwashed and in their original condition
  • Returned with their original packaging, labels and accessories

3. Return Policy Overview

  • Return window: 14 days from the date you receive your order
  • Condition: Unused, in original condition and packaging
  • Restocking fee: None ($0)
  • Return shipping (change of mind): Paid by the customer
  • Return shipping (defective, damaged or incorrect item): Free
  • Refund method: Original payment method
  • Email: info@warmwoll.com
  • Phone: +49 15678302787

4. Return Shipping Costs

Defective, damaged or incorrect items

There is no cost to you if the item you received:

  • Is defective or faulty
  • Was damaged in transit
  • Is not the item you ordered

In these cases, we will either provide a prepaid return label or ask for photos and send a replacement or refund without requiring the item to be returned.

Change of mind

If you return an item because you ordered the wrong item, it doesn't fit, or you no longer want it, you are responsible for the return shipping costs. Because returns are sent to our international fulfillment center, return shipping may cost more than a domestic U.S. shipment. We will give you the return address and recommended shipping method before you send anything, so you know what to expect. We recommend using a trackable shipping method.

Because standard shipping to the U.S. is free, there are no original shipping charges to deduct from your refund.

5. How to Return an Item

  1. Contact us first: Email info@warmwoll.com with your order number and the reason for your return. Please do not send items back without contacting us, as we cannot process returns sent to the wrong address.
  2. Receive instructions: We will reply with your return authorization, the return address and shipping instructions.
  3. Pack and ship: Pack the item securely in its original packaging, including all accessories and labels, and ship it as instructed. Please keep your tracking number.

6. Refunds

  • Inspection: Once we receive your return, we will inspect it and notify you by email whether it has been approved.
  • Refund timing: Approved refunds are issued to your original payment method within 7 business days. Depending on your bank or card issuer, it may take an additional 5–10 business days for the credit to appear on your statement.
  • Partial refunds: If a returned item is used, damaged by the customer or missing parts, we may issue a partial refund reflecting its condition. We will explain the reason before doing so.

7. Exchanges

We gladly accept exchanges for a different size, color or product within the 14-day return window. Please contact us at info@warmwoll.com and we will help you with a quick exchange. If the new item costs more or less, we will charge or refund the difference.

8. Damaged, Defective, Incorrect or Missing Items

Please contact us as soon as possible – ideally within 7 days of delivery – with your order number and photos. We will send a free replacement or a full refund. Defects that appear later are covered by our Limited Warranty and by any warranty rights you have under applicable law.

9. Order Not Delivered

If your order has not arrived within the estimated delivery window, please contact us at info@warmwoll.com with your order number. We will investigate with the carrier. If the package is confirmed lost, we will refund the full amount to your original payment method or send you a replacement at no additional cost.

10. Non-Returnable Items

For hygiene reasons, a small number of items may not be eligible for change-of-mind returns. Any such item is clearly marked as non-returnable on its product page before purchase. Non-returnable items can always be returned or replaced if they are defective, damaged or incorrect.

11. Chargebacks

If you have a problem with your order, please contact us first – we can usually resolve it faster than a payment dispute. This does not limit your right to contact your bank or card issuer.

12. Changes to This Policy

We may update this policy from time to time. The version in effect at the time you placed your order applies to that order.

Questions?

Visit our FAQ page or contact our customer service team.

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