Refund policy

Refund Following Withdrawal

Where the customer validly withdraws from the contract, we will reimburse all payments received for the returned products.

Where the entire order is withdrawn, the refund will also include the cost of the least expensive standard delivery option offered for that order.

Additional delivery costs resulting from the customer choosing a more expensive delivery method are not refundable beyond the cost of standard delivery.

The refund will be made without undue delay and no later than 14 calendar days after the day on which we are informed of the customer’s decision to withdraw.

We may withhold the refund until:

  • we have received the returned products; or
  • the customer provides evidence that the products have been sent back,

whichever occurs first.

The refund will be issued using the same payment method used for the original transaction unless the customer expressly agrees otherwise.

The customer will not be charged a fee solely because of the refund.

Returning Products Following Withdrawal

The customer must return the products without undue delay and no later than 14 calendar days after notifying us of the withdrawal.

Products must be returned to:

BUTTERFLY STUDIOS SARL-S
Trading as WELTY STUDIOS™
3, avenue du Blues
L-4368 Belvaux
Luxembourg

Unless otherwise stated by us, the direct cost of returning products following a change of mind is borne by the customer.

The customer should retain proof of dispatch until the return and refund have been completed.

Condition of Returned Products

The customer may inspect and handle a product only to the extent necessary to establish its nature, characteristics and functioning, as they would generally be permitted to do in a physical shop.

The customer may be liable for any diminished value resulting from handling beyond what is necessary for that purpose.

Products should, where reasonably possible, be returned:

  • unworn except for reasonable fitting;
  • unwashed;
  • unaltered;
  • without stains, odours or damage;
  • with original labels, tags and accessories;
  • in their original or equivalent protective packaging.

The absence of packaging or removal of a tag does not automatically cancel the statutory right of withdrawal. However, it may be relevant when assessing any actual loss in value.

Products showing signs of excessive handling may be subject to a reasonable deduction corresponding to their proven diminished value.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply where a statutory exception applies, including, where relevant:

  • products made to the customer’s specifications;
  • clearly personalised products;
  • sealed products that are unsuitable for return for health-protection or hygiene reasons and have been unsealed after delivery;
  • products that become inseparably mixed with other items after delivery;
  • any other product or contract excluded by mandatory law.

An exception applies only where all its statutory requirements are satisfied.

Trying on ordinary clothing does not, by itself, remove the right of withdrawal.

These exceptions do not affect rights relating to defective, damaged or non-conforming products.

Exchanges

Exchanges are a voluntary commercial service and are subject to stock availability.

Customers wishing to request an exchange should contact us at contact@weltystudios.com within 14 calendar days after receiving the product.

The customer must indicate:

  • the order number;
  • the product being returned;
  • the requested replacement product and size;
  • the reason for the exchange.

Exchanges are processed as new fulfilment requests and are subject to product availability at the time the exchange is approved.

An exchange is not guaranteed until the replacement product has been confirmed as available.

If the requested replacement is unavailable, we may offer:

  • another available size or product;
  • a refund where the customer is legally entitled to one;
  • store credit, but only with the customer’s agreement.

Store credit will not be imposed instead of a monetary refund where the customer has a legal right to reimbursement.

Incorrect, Damaged or Missing Products

The customer should inspect the parcel after delivery and contact us promptly if:

  • the wrong product was delivered;
  • an ordered product is missing;
  • the product arrived damaged;
  • the parcel appears to have been tampered with;
  • the product appears defective or non-conforming.

The customer should provide, where reasonably available:

  • their order number;
  • a description of the issue;
  • clear photographs of the product;
  • photographs of the packaging and shipping label;
  • any other relevant information.

Failure to report a visible problem immediately does not remove mandatory legal rights. Prompt notification may, however, assist us in investigating the issue.

Where the issue is attributable to us, reasonable return costs will be borne by us.