Refund policy

Last updated: August 3, 2026

Your comfort matters to us. If something isn't right with your order, we're here to help — and we'd much rather fix it quickly than make you fight for it. Here's exactly how our returns and refunds work, with no surprises.

The Short Version

  • You have 90 days from the day your order arrives to tell us something is wrong.
  • You can try the product properly. Trying it, testing it and deciding it isn't for you does not void your return.
  • Don't want to ship anything back? Ask us about our 50% refund where you keep the item. It's the option most customers choose.
  • If it arrived damaged, faulty or wrong, we cover it — you keep the item, and we replace or refund it. Just send a photo.
  • Your cushion also has a 1-year warranty against manufacturing faults, separate from the 90-day return window.
  • Our returns warehouse is in China, so international return postage is real money. We'll always tell you what it's likely to cost before you commit.
  • One email to support@westlyn.co gets a real answer within 1–2 business days.

90-Day Window

You're welcome to return or exchange your product within 90 days of your delivery date. To be eligible, we ask that the item is:

  • Clean, unwashed, unaltered and undamaged
  • Complete, with any accessories or inserts it came with
  • Accompanied by your order number

Trying the product is fine. You can unbox it, try it, and use it normally for a reasonable trial period — that's the only way to know if it's right for you. We only ask that it isn't returned washed, altered, stained, or worn to the point it can't be resold.

Packaging is not a condition. If the box was damaged, thrown out, or recycled, that doesn't affect your eligibility and we won't ask about it. Pack the item in its original packaging where you still have it, and in anything secure where you don't.

If the Product Isn't Right for You

Changed your mind, wrong fit, too firm or too soft, bought as a gift that won't get used, didn't give you the relief you hoped for, or you simply don't need the extras? All valid, all covered for the full 90 days. You have two options:

Option 1 — Keep the item, take a 50% refund

We'll refund 50% of your order value and you keep the product. Here's the honest reasoning: our returns warehouse is in China, and shipping a product back internationally is genuinely expensive — once you add postage, customs handling and carrier fees, the cost of returning it can easily exceed what the refund is worth to you. This way there's no packing, no post office trip, no waiting weeks on an overseas shipment, and the money reaches your account quickly.

It's the option most of our customers take, and in most cases we think it's the better deal. On smaller orders we can sometimes refund you in full and still let you keep the item — ask and we'll tell you where you stand.

Option 2 — Send it back for a full refund

Prefer to return it? Happy to arrange that. Because preference returns aren't a fault on our side, return shipping is at your cost and we're not able to provide a prepaid return label. We'd strongly recommend a trackable service — we can't guarantee receipt of items shipped without tracking.

How it works:

  1. Start your return in our return portal: https://westlyn.co/a/orders/returnpage
  2. Pack and ship the item to our returns warehouse:
    Receiver: Reddy
    Yiwu Warehouse, No. 699, South Wangliyuan Street, Building 1, Xiaoshang Town, Jinhua 321035, Zhejiang, China
    Contact: +86 177 2397 9945
  3. Add your tracking number and order number back in the portal so we can follow the shipment.

Once it arrives, our team inspects the item. If it meets the conditions above, we process your refund to your original payment method. Original shipping costs are non-refundable.

If Something Arrived Damaged, Faulty or Wrong

This one is on us, and you will not need to send anything back.

Email support@westlyn.co within 90 days of delivery with your order number and a photo showing the problem. The photo is how we confirm the issue and get your replacement or refund approved without asking you to post anything overseas — any phone snapshot is fine. If taking a photo isn't easy for you, just tell us in your own words what's wrong and we'll work with that instead.

Our team reviews it and arranges a replacement or a full refund — your choice. No return shipping, no label, no cost to you.

If your cushion arrived crushed, folded flat or misshapen from the way it was packed, that counts as a damaged item — send us a photo and we'll sort it out.

Your 1-Year Warranty

Separately from returns, your MediGel Seat Cushion is covered by a 1-year warranty against manufacturing faults, running from the date it arrives.

These are two different things, and it's worth knowing both:

  • 90 days — to return it because it isn't right for you. No fault needed.
  • 1 year — if something goes wrong with the cushion itself: a split seam, a leak, gel that stops holding its shape, or any other manufacturing defect.

So if a fault appears in month five, you're still covered even though the return window has closed. Email support@westlyn.co with your order number and a photo of the problem and we'll sort it out. You won't need to send anything back.

The warranty covers manufacturing faults, not normal wear, accidental damage, or damage from use outside what the cushion is designed for.

Exchanges

Exchanges follow the same 90-day window and the same process as a return. Ship the item back with tracking via the portal above; once it's received and inspected, your replacement order ships out.

What We Can't Refund

  • Items returned washed, altered, heavily soiled, or damaged beyond normal trial use
  • Items damaged by misuse, or by use clearly outside what the product is designed for
  • Items sent back without contacting us first — we can't match unexpected parcels to orders, and they may be lost
  • Requests made more than 90 days after delivery
  • Customs duties and import charges (see below)

If a returned item arrives in a condition we can't resell, we won't simply refuse you — we'll contact you and offer a partial refund reflecting its condition, or send it back to you if you'd prefer.

Customs Duties and Import Charges

Any customs duties or import taxes on your order are paid directly to your local customs authority, not to us. We're not able to refund or recover these on your behalf. If you have a question about a duty charge, your local customs office is the right place to ask.

How to Start

Email support@westlyn.co or use our contact page with your order number and what's wrong. Include a photo if the item is damaged or incorrect.

We'll reply within 1–2 business days with your options side by side — the keep-it refund we can offer, and the return address and realistic postage cost if you'd rather ship it back. You choose. Please don't post anything back before we've confirmed it with you, or the parcel may not reach us.

We're a small team and don't offer phone support, but a real person answers every email and will follow up with you directly.

Refund Timelines

  • Keep-it refunds: arranged as soon as you accept the offer — usually the same or next business day.
  • Returned items: processing takes up to 10 business days after your item is received at the warehouse.
  • Reaching your account: once processed, refunds take a further 5–10 calendar days to appear, depending on your bank.

You'll get an email confirmation once your refund is issued. Chasing a refund? Check your return tracking first to confirm the item was delivered to the warehouse — then email us and we'll look into it.

If Your Order Doesn't Arrive

If tracking shows delivered but you don't have the parcel:

  1. Wait 24–48 hours — carriers sometimes scan a parcel as delivered slightly early.
  2. Check mailboxes, porches, building management and neighbours.
  3. Contact your local carrier with the tracking number.
  4. Email support@westlyn.co if that doesn't resolve it.

Parcels very rarely go missing, and when they do we'll work it out with you. Please email us within 7 days of the delivery scan — carriers only keep detailed records for a short window, so telling us quickly is what lets us actually find it. We investigate every one of these with the carrier and arrange a replacement or refund. Occasionally the carrier asks us to confirm in writing that the parcel never reached you; if that comes up, we'll walk you through it.

If tracking shows no delivery at all and the estimated delivery window has passed, contact us within 7 days of that window ending and we'll investigate and arrange a replacement or refund.

Cancellations

Email support@westlyn.co as soon as you can. Cancellations are guaranteed within 2 hours of placing your order, as long as it hasn't been fulfilled — we'll cancel and refund in full.

After 2 hours we dispatch quickly, so we can't guarantee it. If your order still hasn't been fulfilled we'll do our best to stop it; if it has already been dispatched we can't recall it, but tell us anyway and we'll sort out a return or keep-it refund as soon as it lands.

Before You Contact Your Bank

If you're unhappy, please give us one email first — support@westlyn.co. We answer within 1–2 business days, and in almost every case we can resolve it faster and more generously than a bank dispute would, which typically takes 60–90 days and locks both of us out of the conversation while it runs.

We won't argue you into the ground: if your item is faulty, we refund it and you keep it. If you simply don't want it, we'll offer you 50% back without asking you to post anything overseas. There's very little a chargeback can get you that a two-line email can't get you sooner.

We do keep full records of orders, tracking, carrier confirmations and customer messages, and we do respond to disputes with that evidence — but we'd genuinely rather spend that effort making you happy.

Contact Us

Email: support@westlyn.co
Contact page: https://www.westlyn.co/pages/contact
Response time: 1–2 business days.

Westlyn Commerce L.L.C.
30 N Gould St Ste R
Sheridan, Wyoming 82801
United States