REFUNDS FOR FAULTY GOODS
We pride ourselves on the quality and durability of our Wilora products, so if our products are faulty, or do not perform as well as we promise, we offer a 3-month full replacement guarantee.
If 3 months have passed since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a refund, the item must be returned to us for inspection, and if goods are deemed faulty as stated, a full refund (minus postage) will be provided.
There are certain situations where only partial refunds are granted (if applicable).
CHANGE-OF-HEART REFUNDS
We offer a 30-day 'change-of-heart' refund. Goods returned for 'change-of-heart' reasons, must be returned to us in a resalable condition, with packaging intact, before a refund can be processed. Refunds will be for the items value minus our shipping costs ($10 flat rate).
RETURNING GOODS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We'll also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
REFUND PROCESSING
If you haven’t received a refund yet:
- first check your bank account again
- contact your credit card company, it may take some time before your refund is officially posted.
- next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
REFUNDED ITEM SHIPPING
If you wish to return an item, email [email protected], advising why you will be returning the item, and a return address will be provided at that time.
You will be responsible for paying for your own shipping costs for returning your item(s). Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service. We don’t guarantee that we will receive your returned item.
SALE ITEMS
Sale items can also be refunded, same as full price items.
EXCHANGES
We only exchange items if they are defective or damaged. If you wish to exchange a faulty product for the same item, please send us an email at [email protected] and we will provide a return postage address for the faulty item, and upon receiving it, we will dispatch a new product out to you.
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