We Heat customers have the right to return or exchange any product within 14 days of delivery.

The customer has the right to return an item if:

1. The order has been cancelled according to the terms and conditions by notifying We Heat within 14 days of delivery.

2. The item has not been used.

3. The item is in the condition that the customer received it in, and all the parts of the product as well as the original product package are included in the return shipment.

​

❗ Please note that the right to return products does not apply to:

​

Custom-made products which are ordered from the manufacturer according to the customer’s wishes (individual measurements, tailor-made coats, etc.).

​

​

​

​

🧵 CUSTOM-MADE COATS — TERMS & DEPOSIT POLICY

​

Custom-made coats are created specifically according to the customer’s individual measurements, fabric choice, and design specifications. Therefore, special conditions apply.

​

Deposit

A 50% deposit of the total price is required to confirm a custom-made coat order.

​

Non-Refundable Deposit

The deposit is non-refundable in case of cancellation, because:

• materials are reserved and prepared specifically for the client,

• tailoring time is booked in advance,

• the production process begins immediately after confirmation.

• ​

If the customer decides to cancel the order at any stage, the 50% deposit is retained to cover production-related costs.

​

Adjustments

Minor fit adjustments can be made after receiving the coat.
Significant design changes may require an additional fee.

​

​

Returns for Defects

​

Custom-made items cannot be returned or refunded unless a defect is verified.

​

A defect means:

• a manufacturing error,

• incorrect model, fabric, or specifications compared to the confirmed order,

• structural or stitching issues (not related to wear or incorrect measurements provided by the client).

​

If a defect is confirmed, We Heat will repair or replace the item free of charge.

​

​

What is NOT considered a defect

​

The following are not considered manufacturing defects and therefore do not qualify for return or refund:

• natural wear and tear resulting from regular use;

• pilling, stretching, or deformation of the fabric caused by wearing or improper care;

• marks, stains, or damage occurring after the product has been worn;

• shrinking or changes in shape after washing or cleaning that does not follow the care instructions;

• fit issues caused by incorrect measurements provided by the customer in case of custom-made orders;

• color fading or texture changes due to exposure to weather, friction, or storage conditions;

• any damage caused by misuse, accidents, or failure to follow care guidelines.

​

​

REFUNDS

​

​

The price of returned products is reimbursed using the same payment method used for the order.

If the returned product has been used, damaged, or is unsuitable for resale, We Heat has the right to charge a fee for loss of value.

​

We will make the refund within 14 days of receiving the returned product at our warehouse.

Product returns are processed in the order they arrive.

The buyer shall send the returned product with all seals and tags by trackable post service at their own expense.

​

To initiate a return, please contact us at: kseniia@weheat.me

​

​