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Returns & Exchanges Policy

Last updated: 15 October 2026

This policy explains how returns, exchanges and refunds work for orders placed on winkel-lb.com (“Winkel”, “we”, “us”). It applies to deliveries within Lebanon and is written in line with the Lebanese Consumer Protection Law No. 659/2005.

1. Your 10-day right to return

You may return an item within 10 days from the day you receive it, for any reason, as long as the item is:

  • unused and unopened, in its original sealed packaging;
  • complete, with all parts, labels and accessories;
  • returned together with the order number or delivery receipt.

2. Items that cannot be returned once opened

For hygiene and health reasons, the following items cannot be returned once their packaging has been opened or their seal broken, unless they are damaged, faulty or not what you ordered:

  • personal care, cosmetic, skin care, hair care and fragrance products;
  • medical and health devices, such as thermometers, breast pumps and monitors;
  • products that touch the mouth, such as soothers, teats, bottles, cups and tableware;
  • intimate and hygiene items, such as pads, maternity briefs, underwear and lingerie;
  • food and drink products, such as tea;
  • any item that has been used, washed or damaged after delivery.

3. How to request a return

  • Contact us through our Contact page within the 10 days, with your order number and the item(s) you wish to return.
  • We will confirm the return and arrange a pickup or a drop-off with you.
  • Once we receive the item and check its condition, we will confirm your refund or exchange.

4. Damaged, faulty or incorrect items

If an item arrives damaged, faulty or different from what you ordered, please contact us within 7 days of delivery with photos or a short video. We will replace the item or refund it in full, at your choice, and we cover all delivery costs. This does not limit your legal rights for defective goods under Article 32 of Law No. 659/2005.

5. Exchanges

You may exchange an eligible item for another size, colour or product within the same 10 days. If the new item has a different price, we will collect or refund the difference.

6. Refunds

  • Refunds are issued within 7 business days after we receive and check the returned item.
  • Since orders are paid cash on delivery, refunds are made in cash on pickup or by a money transfer service of your choice.
  • For a change-of-mind return, the return delivery cost is paid by you, and the original delivery fee is not refunded. For damaged, faulty or incorrect items, all delivery costs are refunded.

7. Out-of-stock items

If an item you ordered becomes unavailable, we will inform you as soon as possible and either offer an alternative or cancel that item at no cost to you. If anything was already paid, it will be refunded in full.

8. Questions

For any question about a return or an order, please reach us through our Contact page.