Cancellation Policy

Cancellation Policy

Effective Date: July 10, 2025

At Wiwu, we strive to ensure your complete satisfaction with every purchase. This Cancellation Policy explains when and how you may cancel orders, and the process for returns and refunds.

1. Order Cancellation

1. Before Shipment:
2. You may cancel any physical‐product order at no charge up until the moment the order enters “Shipped” status. To cancel, please contact our Customer Support team via email at support@wiwu.com or through your account dashboard.
3. After Shipment:
4. Once your order has shipped, it cannot be canceled. You may still arrange a return under our standard Return & Refund Policy (see below).

2. Return & Refund Conditions

1. Eligibility:
2. Returns must be initiated within 14 days of delivery.
3. Products must be unused, in original packaging, and with all tags attached.
4. Certain items (e.g., intimate apparel, personalized products, and final-sale items) are non-returnable—we’ll note these explicitly on the product page.
5. Return Process:
6. Contact Customer Support to request a Return Authorization.
7. Pack the item securely with all original contents.
8. Ship to the address provided by our team (you’re responsible for return shipping costs, unless the return is due to a defect or error on our part).
9. Once we receive and inspect your return, we’ll notify you of approval or rejection.
10. Refunds:
11. Approved returns are refunded to your original payment method within 5–7 business days of receipt.
12. Shipping fees are non-refundable, unless the return is due to a Wiwu error (damaged or incorrect item).

3. Digital Products & Services

1. Digital Downloads (e.g., e-guides, virtual consultations):
2. Cancellations or refunds are not available once the digital file has been downloaded or access has been granted.
3. If you experience technical issues preventing download, please contact support and we will assist you.
4. AI Skin-Tone Analysis Service:
5. Our AI analysis is provided free of charge; no cancellation or refund applies.
6. If you encounter errors, please let us know so we can troubleshoot.

4. Late or Missing Refunds

1. If you haven’t received a refund within 7 business days after we’ve processed your return, first check your bank account and contact your card issuer—it may take additional time to post.
2. Still have questions? Reach out to us at support@wiwu.com.

5. How to Cancel

1. Log in to your Wiwu account and visit My Orders.
2. Select the order you wish to cancel.
3. Click Cancel Order (if available) or contact support immediately.
4. You’ll receive an email confirmation once the cancellation is processed.

6. Contact Us

If you have any questions about our Cancellation Policy, please contact:

1. Email: support@wiwu.com
2. Phone: +1-800-WIWU-NOW
3. Live Chat: Available on www.wiwu.com (Mon–Fri, 9 AM–6 PM PT)

Thank you for shopping with Wiwu! We value your trust and strive to make every interaction seamless and fair.