Return Policy

Return Policy

Effective Date: July 10, 2025

At Wiwu, your satisfaction is our priority. If you’re not completely happy with your purchase, we’re here to help. Please read below for details on how to return products and receive refunds.

1. Eligibility for Returns

1. Timeframe:
2. You may initiate a return within 14 days of the delivery date.
3. Condition of Items:
4. Items must be unused, in their original packaging, and with all tags attached.
5. Accessories, manuals, and any free gifts or promotional items must be included.
6. Non-Returnable Items:
7. The following are not eligible for return:
8. Intimate apparel (e.g., undergarments)
9. Personalized or custom-made products
10. Final-sale or clearance items (marked “Final Sale”)
11. Digital downloads once accessed
12. Gift cards

2. How to Initiate a Return

1. Log In: Sign in to your Wiwu account and navigate to My Orders.
2. Select Order: Choose the order containing the item(s) you wish to return.
3. Request Return: Click Request Return and fill out the brief form, noting the reason for return.
4. Receive Authorization: You’ll get a Return Authorization (RA) number and detailed instructions via email.

3. Preparing Your Return

1. Pack the item securely in its original box or packaging.
2. Include the RA form or RA number clearly visible on the outside of the package.
3. Ship to the address provided in your return instructions.

Note: Return shipping costs are borne by the customer, unless the return is due to a Wiwu error (defective, damaged, or incorrect item).

4. Inspection & Approval

Once we receive your return shipment:

1. We’ll inspect the item(s) to confirm eligibility.
2. You will be notified via email of approval or rejection within 5 business days.

5. Refunds & Exchanges

1. Refunds:
2. Approved returns are refunded to your original payment method within 7 business days of approval.
3. Shipping charges are non-refundable, unless the return was due to a Wiwu error.
4. Exchanges:
5. If you need a different size or color, please place a new order online.
6. Once we receive your return, we’ll process your refund and you can reorder the correct item.

6. Damaged or Defective Items

If you receive a defective or damaged product:

1. Report Immediately: Contact us within 7 days of delivery at support@wiwu.com or via live chat.
2. Provide Proof: Send photos of the defect or damage.
3. Resolution: We will arrange a free return shipping label and either replace the item or issue a full refund.

7. Late or Missing Returns

1. If you haven’t received confirmation of your return being processed within 10 business days, please check your tracking information.