退款政策
REFUND & RETURN POLICY
At WonderLovePlay, customer satisfaction is our top priority. As our products are fulfilled and delivered through professional global logistics, please review our policy regarding returns, refunds, and exchanges below.
1. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or if you receive the wrong product, please contact us within 30 days of receiving your package at admin@wonderloveplay.com.
Please provide the following information in your email:
- Your Order Number.
- A brief description of the issue.
- Clear photos or videos showing the damage, defect, or incorrect item received.
Once verified, we will immediately arrange a free replacement or issue a full refund to your original payment method without requiring you to return the damaged item.
2. Lost Packages or Undelivered Orders
If your package's tracking information has not been updated for more than 30 business days, or if the shipping carrier confirms that the package is lost in transit, you are eligible for a full refund or a free reshipment.
Note: We are not responsible for delivery failures caused by incorrect or incomplete shipping addresses provided by the customer at checkout.
3. Change of Mind / Standard Returns
Due to the nature of international order processing and fulfillment:
- Once an order has been processed and shipped, we do not accept returns or refunds due to buyer's remorse, accidental ordering, or change of mind (excluding EU customers under the Right of Withdrawal below).
- If you wish to cancel an order, please contact us within 2 hours of placing your order. Orders cannot be canceled once they have entered the fulfillment process.
4. EU Right of Withdrawal (For European Union Customers)
If you reside in the European Union, you have the statutory right to withdraw from or cancel your order within 14 days without giving any reason, starting from the day you (or a third party designated by you) physically receive the goods.
- How to Exercise Your Right: To exercise your right of withdrawal, you must notify us of your decision by an unambiguous statement (e.g., an email sent to admin@wonderloveplay.com) before the 14-day period expires.
- Refund Process: We will reimburse all payments received from you for the purchased item(s), including standard delivery costs. Refunds will be issued using the same payment method as used for the initial transaction within 14 days of receiving your withdrawal notice or proof of return shipment.
- Return Shipping Costs: Unless otherwise specified or in cases of defective products, the customer is responsible for paying the direct cost of returning the item.
- Exclusions: Customized goods or items unsealed after delivery that are not suitable for return due to health protection or hygiene reasons are exempt from withdrawal.
Mandatory Pre-Return Process:
To initiate a return or withdrawal, you must contact us first at admin@wonderloveplay.com.
Please include the following in your email:
- Your Order Number.
- Clear photos/videos showing the product's current condition and original packaging.
Important Note: Items sent back to us without prior authorization will not be accepted. Returned items must be in resalable condition with all original accessories included. Buyers are responsible for return shipping costs unless the item is verified as defective upon arrival.
5. Refund Processing Time
Once approved, refunds will be processed within 3-5 business days. Please note that it may take additional time for your bank or credit card company to post the refund to your account statement.
Need Further Help?
If you have any questions regarding your order, please contact our support team at admin@wonderloveplay.com.