Returns, Cancellations & Refunds Policy

Last updated: 28 September 2026

This policy applies to purchases from Wandersnout. Your rights may differ depending on the country or region to which your order is delivered. Nothing in this policy excludes or limits rights that cannot lawfully be excluded or limited under applicable consumer law.

1. Order cancellations

We process orders quickly. A cancellation request is therefore not guaranteed. An order is only cancelled once Wandersnout has confirmed the cancellation in writing.

If processing, preparation or fulfilment has already started, we may refuse a voluntary cancellation request to the extent permitted by applicable law. Once an order has shipped, it can no longer be stopped as an ordinary order cancellation. The return rules applicable to the destination then apply.

Where applicable law gives you a cancellation or refund right, including in certain shipping-delay situations, those rights remain fully applicable.

2. United States orders

For orders delivered to the United States, sales are FINAL SALE once processing or fulfilment has started, to the fullest extent permitted by applicable law.

After that point, we do not offer voluntary cancellation, return, exchange or refund for change of mind, buyer's remorse, accidental purchases, ordering the wrong quantity or variant, no longer wanting the product, finding a lower price elsewhere, or similar reasons.

A cancellation request received before processing or fulfilment begins may be accepted at our discretion. Sending a cancellation request does not by itself mean that the order has been cancelled.

After shipment, United States orders are not eligible for voluntary change-of-mind returns or exchanges unless Wandersnout expressly approves an exception in writing or applicable law requires otherwise.

Mandatory-rights exception: this final-sale rule does not limit any remedy required by applicable federal or state law. Contact us if an item arrives defective or damaged, you receive the wrong item, the product materially differs from what was ordered or described, the order is not delivered, or another situation arises in which applicable law requires repair, replacement, cancellation or refund.

If we cannot ship within a shipment timeframe we have promised, we will comply with applicable United States law, including the FTC Mail, Internet, or Telephone Order Merchandise Rule where it applies.

3. European Union and European Economic Area

Consumers receiving goods in the EU/EEA retain the statutory right of withdrawal for distance contracts where that right applies. In general, you may notify us within 14 days after receiving the goods that you wish to withdraw from the contract without giving a reason, and you must then return the goods within the legally applicable period.

To exercise the right of withdrawal, contact info@wandersnout.com. We will provide return instructions and the correct return address. Our business address is not automatically our return address.

The direct cost of returning goods under the statutory right of withdrawal is borne by the customer where we have informed you of this in advance and applicable law permits it.

You may inspect the product in a way that would reasonably be possible in a physical shop. If the product has been handled or used beyond what is necessary to establish its nature, characteristics and functioning, we may deduct an amount for diminished value where permitted by law. Original packaging and labels help us process a return, but they are not imposed as an additional condition where doing so would unlawfully restrict the statutory right of withdrawal.

For a valid withdrawal, we refund all amounts that applicable law requires us to refund, including the cost of the least expensive standard delivery method offered by us where required. We may withhold reimbursement until we have received the goods back or you provide evidence that you sent them back, where the law permits this.

4. United Kingdom

Consumers receiving goods in the United Kingdom retain the mandatory distance-selling rights that apply to their purchase. Where applicable, you may notify us within 14 days after delivery that you wish to cancel, and you then have the statutory period to return the goods.

For a valid statutory cancellation, we refund the amounts required by UK law, including the cost of standard delivery where applicable. Return postage is borne by the customer where this was validly disclosed in advance and the law permits it. We may deduct for diminished value caused by handling beyond what is necessary to inspect the goods where permitted by law.

5. Other countries and regions

For orders outside the EU/EEA, United Kingdom and United States, Wandersnout does not provide a general voluntary change-of-mind return right unless one is expressly stated on the product page, at checkout, or confirmed by us in writing. Mandatory local consumer rights always remain applicable.

6. Damaged, defective, incorrect or non-conforming items

Please inspect your order after delivery. If an item is damaged, defective, incorrect or materially non-conforming, contact info@wandersnout.com as soon as reasonably possible with your order number and, where relevant, clear photos or video of the item and packaging.

Our request that you contact us promptly is intended to make investigation and resolution easier and does not reduce any longer statutory warranty or consumer rights that mandatorily apply.

7. Return authorisation and return address

Contact us before sending an item back. If a return is permitted, we will provide instructions and the correct return address. Items sent without return instructions to an arbitrary address do not automatically qualify for a refund, except where applicable law provides otherwise.

Where permitted by law, returned goods remain the sender's responsibility until they are demonstrably received at the return address provided. We therefore recommend using a trackable shipping method.

8. Refused, unclaimed and undeliverable parcels

Refusing a parcel or failing to collect it does not automatically constitute a valid cancellation, withdrawal or accepted return. Please contact us directly.

If a parcel is returned because of an incorrect or incomplete address supplied by the customer, refusal, non-collection, or another cause attributable to the customer, actual return, reshipping or other demonstrable costs may be charged or deducted to the extent permitted by applicable law. Mandatory consumer rights remain unaffected.

9. Voluntary exceptions

If Wandersnout agrees in writing to a return or refund outside a statutory right, we may impose reasonable conditions communicated in advance, including conditions relating to the product's condition, the return period and return shipping. A one-time exception does not create a right to the same treatment on future orders.

10. Non-returnable items

To the extent permitted by law, categories such as personalised or made-to-order goods, perishable goods, opened sealed goods that are not suitable for return for health or hygiene reasons, gift cards, and other legally excluded categories may be non-returnable under a voluntary or statutory cooling-off right. Mandatory remedies for defective or non-conforming goods remain applicable.

11. Refunds

Approved refunds are issued to the original payment method unless applicable law or an express agreement permits otherwise. Statutory refunds are processed within the legally required timeframe. For voluntary refunds, we aim to process the refund within 10 business days after approval.

After we process a refund, your bank, card issuer or payment provider may require additional time before the funds appear.

12. Chargebacks and payment disputes

A chargeback or payment dispute does not automatically replace the contractual returns process or applicable legal rules. Where legally permitted, we may provide the payment provider with relevant order, shipping, tracking, communication and policy information in response to a dispute.

13. Contact

For cancellation, return, delivery issue or refund questions, contact info@wandersnout.com.