REFUND, RETURNS AND EXCHANGES POLICY

REFUND, RETURNS AND EXCHANGES POLICY

Last Updated: November 2026

At West Bury Supply, customer satisfaction is important to us. We strive to provide quality products and a transparent shopping experience.

This policy explains the procedures and conditions for order cancellations, returns, exchanges, and refunds for purchases made through https://westburysupply.com.

Business Information:

Legal Business Name: 70.004.657 RIQUELME SANTANA DA SILVA

CNPJ: 70.004.657/0001-02

1. RIGHT OF WITHDRAWAL

For online purchases, consumers are entitled to withdraw from a purchase within 7 (seven) calendar days from the date of product receipt, as provided under Article 49 of the Brazilian Consumer Protection Code, where applicable.

To exercise this right, customers must contact our support team within the applicable period.

Our team will provide the necessary instructions for returning the product.

The exercise of this right will not be subject to additional penalties or return shipping costs where prohibited by applicable consumer protection law.

2. RETURN CONDITIONS

Whenever reasonably possible, returned products should be:

  • Unused and in their original condition;

  • Returned with their original accessories and components;

  • Accompanied by applicable product labels and documentation;

  • Returned in their original packaging, when available.

However, the absence of original packaging or accessories will not automatically eliminate any consumer rights guaranteed by applicable law.

3. DEFECTIVE OR DAMAGED PRODUCTS

If you receive a product that is defective, damaged, or not functioning as expected, please contact our customer support team.

We will review the situation and provide instructions regarding the appropriate resolution.

Depending on the circumstances and applicable consumer protection laws, available solutions may include:

  • Product replacement;

  • Product repair;

  • Refund;

  • Other legally applicable remedies.

Customers may be asked to provide photographs, videos, or additional information to help us evaluate the issue.

4. INCORRECT OR DIFFERENT PRODUCTS

If you receive an item different from the one ordered, please contact our support team as soon as possible.

We will investigate the issue and arrange an appropriate solution in accordance with applicable consumer protection laws.

5. EXCHANGES

Customers wishing to exchange a product due to size, color, model, or personal preference should contact our support team.

Exchange requests will be evaluated according to product availability and applicable legal requirements.

Nothing in this section limits mandatory consumer rights.

6. HOW TO REQUEST A RETURN OR REFUND

To request a return, exchange, cancellation, or refund, please contact us using the following information:

Email: contact@westburysupply.com

Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)

Response Time: 24–48 hours.

To help us process your request, please include:

  • Full name;

  • Email address used during checkout;

  • Order number;

  • Reason for your request;

  • Photographs or other product information, when necessary.

Once your request has been received, our support team will review it and provide the next steps.

7. REFUNDS

When a refund is approved or legally required, it will be processed according to the original payment method and applicable transaction procedures.

Credit and Debit Cards

For purchases made using credit or debit cards, the refund will be submitted through the applicable payment processor.

The time required for the refund to appear on your statement may depend on your card issuer or financial institution.

PayPal

For purchases made through PayPal, refunds will be processed through the applicable PayPal transaction procedures.

The time required for the funds to become available may depend on PayPal and the financial institution involved.

Other Payment Methods

For other payment methods offered at checkout, refunds will follow the procedures applicable to the respective payment provider.

8. REFUND PROCESSING TIME

Refund processing times may vary depending on the payment method and the financial institutions involved.

Once a refund has been processed by our store or payment processor, the time required for the funds to appear in your account or statement will depend on the relevant payment provider.

9. ORDER CANCELLATIONS

If you wish to cancel an order before it has been shipped, please contact our support team as soon as possible.

Cancellation requests will be reviewed according to the current processing status of the order.

If the order has already been shipped, additional return procedures may be required.

All cancellation requests will be handled in accordance with applicable consumer protection laws.

10. RETURN SHIPPING COSTS

Return shipping costs will be handled in accordance with applicable consumer protection legislation.

When a return results from the exercise of a legally guaranteed right of withdrawal, a defective product, or an incorrect item, the customer will not be responsible for return shipping costs where applicable law requires the seller to bear those costs.

Other exchange or return situations may be subject to specific conditions, provided they comply with applicable legislation.

11. CONTACT INFORMATION

For any questions regarding returns, exchanges, cancellations, or refunds, please contact:

West Bury Supply

Legal Business Name: 70.004.657 RIQUELME SANTANA DA SILVA

CNPJ: 70.004.657/0001-02

Email: contact@westburysupply.com

Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)

Response Time: 24–48 hours.

12. APPLICABLE LAW

This policy shall be interpreted in accordance with applicable consumer protection laws, including the Brazilian Consumer Protection Code and other relevant legislation.

Nothing in this policy is intended to waive, restrict, or exclude any mandatory consumer rights provided by applicable law.