Last updated: September 30, 2026
We want you to be happy with your purchase. If something is not right, this policy explains how returns, refunds and cancellations work at Winterose.
At a glance: 30 days from delivery · Unused, unfueled, in original packaging · No restocking fee · Refund to your original payment method within 7 business days after inspection.
Return window
You may return most items within 30 days of the delivery date.
Return conditions
To be eligible for a return, the item must be:
- Unused and in the same condition you received it
- Unfueled — never filled with gasoline or oil, and never started
- In its original packaging, with all parts, accessories, manuals and documentation included
Items that have been used, fueled, damaged after delivery, or are missing parts cannot be accepted for return. Gasoline and oil cannot be shipped by standard carriers, so a fueled machine cannot be returned.
How to start a return
- Email us at support@winterose.us with your order number, the item you want to return and the reason for the return.
- Wait for our reply with return instructions and the return address. Please do not send items back without contacting us first, as returns sent without instructions may be delayed.
- Pack the item securely in its original packaging with all parts and manuals.
- Ship the item using a trackable shipping method and send us the tracking number.
- We inspect the return when it arrives and email you to confirm the refund.
Return shipping costs
- Change of mind or ordered the wrong model: the customer pays the return shipping cost.
- Item arrived damaged, defective or was the wrong item: Winterose pays for return shipping and will send you a prepaid label or arrange pickup.
There is no restocking fee.
Damaged or defective items
Please report damage from shipping within 48 hours of delivery by emailing support@winterose.us with your order number and clear photos of the item, the packaging and the shipping label. We will arrange a replacement or a full refund, including the original shipping fee.
If a product develops a defect after use, it is covered by the manufacturer’s warranty. We will help you file your warranty claim — just email us with your order number and a description of the problem.
Refunds
- Refunds are issued to the original payment method within 7 business days after we receive and inspect the returned item.
- Your bank or card issuer may take a few additional business days to post the refund to your account.
- The $26 shipping fee is non-refundable, unless the return is due to our error (damaged, defective or wrong item), in which case we refund it in full.
Exchanges
If you would like a different model, return the original item following the steps above and place a new order for the item you want.
Order cancellation
You can cancel your order free of charge before it ships. Email support@winterose.us or call +1 615-635-9032 with your order number. Once an order has shipped, it can no longer be cancelled, but you can return it under this policy.
Contact Us
Winterose
Abida Abdelaziz, sole proprietor
1206 Laurel St
Nashville, TN 37203, USA
Phone: +1 615-635-9032
Email: support@winterose.us
Support hours: Monday–Friday, 9:00 AM – 5:00 PM Central Time