Refund policy
RETURNS | EXCHANGES | REFUNDS & DAMAGED ITEMS Policy
As a member or client of Windward Lights (WL), you have the privilege of shopping in our exclusive online store. Our policies below explain our processes and procedures, in case there is a need to request a return, exchange, refund, or notify us of a damaged product.
Please note that all returns, exchanges, and refunds are subject to approval by our Client Manager; the process will start with you emailing your request to our manager. Additionally, jewelry requests will need to be evaluated via photos first, and then in person by our experts, before any final decisions are made.
Thank you for understanding our vigilance in dealing with fraud. Please also note that repeat fraudulent offenders with Shopify, and other online channels, will be permanently blocked from our store and reported to the appropriate authorities. We take false allegations, theft, insurance fraud, and all illegal activities very seriously and reserve the right to pursue full recovery due to illegal activities through all channels available to us.
At this time all returns and exchanges are limited to only clients of the continental United States and Puerto Rico.
RETURN POLICY
Returns must be made within 3 business days of receiving the product and signing for the package. The return package must include the original receipt. The product must be unused and in its original container/packaging, and undamaged with tags, if applicable.
Exceptions/non-returnable items: Certain types of items cannot be returned, such as custom products (special orders or personalized items), and personal care goods (beauty products). Please get in touch with us if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.
Windward Lights does not refund shipping cost from original purchase or cost of shipping to us for a refund. Any product packages sent to us C.O.D., will not be accepted. Moreover, this will likely cause you to lose time in returning the product to us in a timely manner. There are no exceptions to when products must be returned by in order for us to process an approved return.
All returns are processed within 3-5 business days upon receiving the product in our Client Services Dept. Please email us to request a return/exchange before mailing your item. Our Client Services Department will notify you via email and approve or deny your return/exchange request going on to the next step of approval.
All returns will be credited as a merchandise credit. *Item(s) value will be returned to customer as merchandise store credit and not to credit/debit card. Please note that this is the best way to protect us and our vendors from predatory scammers and fraudulent teams. Thank you for understanding!
*If packaging is damaged do not open it and refer to the “Damaged Product Policy,” for further instructions.
Start the Process: Email return requests to service@windwardlights.com
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EXCHANGE POLICY
Exchange requests must be made within 3 business days of receiving the product and signing for the package. The exchange package must include the original receipt. The product must be unused and in its original container/packaging, and undamaged with tags, if applicable. Please note that if all conditions and processing requirements are not met, your exchange request will not be approved.
*Exchanges may take 2-3 weeks from the time of client/member requests to receiving your new item in the mail. Only items purchased on our official site, directly from Windward Lights, may be accepted for return and/or exchange. Note that products sold on our site, cannot be exchanged or returned on the site of of other retailers websites or stores.
Please email us to request a return/exchange before mailing your item. Our Client Services Department will notify you via email and approve or deny your return/exchange request going on to the next step of approval.
Start the Process: Email exchange requests to service@windwardlights.com
Upon approval of return/exchange, mail jewelry or product(s) with original receipt package and tags if applicable upon receiving a return approval by the Client Experience Department. Client will receive our business mailing address upon approval of return.
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REFUND POLICY
Please note that all sales are final. In the rare occasion of a defect, mishap during shipping, or damage to product observed upon arrival, client may request a refund within 48 hours or 2 days of receiving their item. The time starts upon signing for the package -- refund requests must be made within the 48hour/2 day time frame, no exceptions.
Requests may first be made by emailing (sharp and enlarged photos) multiple images from various angles of the product and providing a detailed explanation of the defect. From there, our experts will review the request. If a refund is approved for an onsite inspection, client will ship the product, and cover shipping costs for the final onsite evaluation of the item. If the item defect is confirmed by our experts, client will receive a Windward Lights gift card or refund discount code in the same amount of the purchased item, to select another item at the same or additional value (provided client covers the difference) to replace the refunded item.
Start the Process: Email refund requests to service@windwardlights.com
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DAMAGED PRODUCT POLICY
Any product including jewelry and apparel that are defective and or damaged upon receiving, must be processed through Client Experience Department by filing out the form within 2 days business days upon receiving the product. WL will cover the cost of postage on the return of a damaged product.
Start the Process: Email damaged product request to service@windwardlights.com