Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
We make sure every product is well packed and dispatched, and every change is timely communicated to avoid any inconvenience to our clients. We suggest you make sure all items are well-received and are not damaged/faulty when you receive your packages.
You can request refund for one of the reasons listed below, please kindly review our policy below:
For the damaged, defective, or incorrectly sent items
Conditions when Wederz will conduct a resend or refund for you:
- Wrong style/color/size received
- Incomplete ratio received
- Damaged/faulty items received
*Please note that:
- There will be slight differences in the colors of pictures versus the original due to the lighting and different screen features.
- The material of items shall be subject to the description and real pictures in the description.
- Quality issues do not include thread problems.
- The odor problem of special fabrics will be eliminated after standing for a few days or washing with water.
In case you’ve received an order under the conditions above, please notify us with an image of the original receipt within 2 days of receiving your order to your private sales manager for confirmation by either email or messages. You can find their contacts on Contact Us page. If the originally ordered product variant is available in stock, we will conduct a resending or a refund based on communication.
Please make sure you notify us within 3 days of receiving the order by email or whatsapp.
We will reply to your request within 48 hours during weekdays. If the refund is confirmed, you will get the refund within 3 business days.
Wederz offers a quicker dispute solution and will appreciate it a lot if you provide:
- Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
- Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
- The products need to be returned to Wederz if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, Wederz will make a refund, resend, or accept the return for any of the following cases:
Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from warehouse. Following countries and shipping methods may be different:
- For orders shipped to the USA, it will be counted 45 days after orders departed from warehouse.
- For some special shipping methods, Wederz cannot deal with your disputes. (See the following important interpretation)
Notes: Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.
Orders not received
Wederz will not deal with the refund or resend if the tracking information shows the order is delivered.
- If you do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
- Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
- Incorrect/insufficient address.
- No such number.
- Unknown recipient.
- Do not pick up in time.
- No safe delivery location.
- Uncleared customs.
Notes: The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, you need to pick up the package by yourself. Otherwise, the product will be returned to the sender, our logistics company. During the return, Wederz takes no responsibility if products have been lost.
Wederz offers a full refund or a replacement if packages arrived are badly damaged.
Wederz offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).
- For fragile products, a refund is highly recommended.
- For damaged packing boxes, Wederz cannot offer any refunds or other after-sale services.
- For ordinary products, you shall complain or open a dispute with us within 5 days after packages are delivered.
- For electronic products, you shall complain or open a dispute with us within 10 days after packages are delivered.
Incorrect or Missing Products.
Wederz has a strict quality control process before products are dispatched. Wederz will deal with incorrect or missing products as follows:
- For incorrect products, Wederz offers a full refund or replacement.
- For products with wrong color, size which doesn’t affect product function, etc., Wederz offers a refund or resend if you provide a screenshot of your complaint including name, content and date.
- For parts missing which doesn’t affect product function, Wederz may refund partially or resend the missing part; for parts missing which affect product function, Wederz will resend the product only.
- For accessories, Wederz will resend the accessories.
Notes: For size problem, Wederz will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.
- Wederz accepts order cancellation within 24 hours after payment but before items are shipped.
- For orders cancellation, Wederz offers a full refund before products are processed by warehouses.
- After processing, orders cannot be canceled as it will be handed over to Courier Company for transportation.
- If the order is canceled, you will get the refund within 3 business days.
For the unwanted items
Wederz allows our customers to return the unwanted items but they shall be in their original condition in the original packaging. Please kindly note that bodysuits, swimwear, underwear and label customized items are non-returnable. Customers will be responsible for the charges of freight in and out.
We do not offer Freight-To-Collect (FTC) service for the packages returned to us.
In case you’ve received an item you don’t want, please send out the item through a local post office.
Please be noted that for unwanted items, refund will be returned for products only but the payment fee charged by third parties won’t be refunded.
Wederz support full refund or resend if your package hasn’t been delivered successfully 45 days later since it’s shipping out according to the tracking information.
Deadline of Opening Dispute.
- You cannot open a dispute if the order status is closed.
- Dispute will be closed automatically if the order has been closed and you have not responded for seven consecutive days.
- Your dispute cannot be resolved when tracking information from a third party is untraceable.
Wederz takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Wederz will notify you by Email, Line, WhatsApp, etc.
Wederz shall not accept any unreasonable disputes, including but not limited to:
- The buyer does not like it.
- Products smell unusual.
- The buyer ordered the wrong items or SKU.
- The shipping address was provided incorrectly.
- Product difference was negotiated in advance.
- Tracking information deleted by logistics companies or local post offices.
Wederz always try to offer the best service. If you have any other questions, please feel free to contact us.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will 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, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then 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 firstname.lastname@example.org.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and then we’ll give the postal address for sending back the item.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, you should send an email at firstname.lastname@example.org and then we’ll let you know physical address for sending the items back.
You will be responsible for paying for your own shipping costs for returning your item. 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 returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Contact us at email@example.com for questions related to refunds and returns.