Refund policy

We want the products you purchase to meet your expectations. If you receive an item with an issue or need to request a return or exchange, please review this policy to understand the applicable time limits, application steps, shipping costs, and refund arrangements. We will process your request based on the actual condition of the item, order information, and applicable law.

1. Return and Exchange Period

Our overall return and exchange application period is 30 days from the date you receive your item. This period includes the applicable 14-day statutory right of withdrawal. The first 14 days are subject to the statutory withdrawal provisions, while return requests submitted after the first 14 days and up to day 30 are handled under the commercial return conditions set out in this policy.

1.1 14-Day Statutory Right of Withdrawal

For orders covered by applicable law, you may exercise your statutory right of withdrawal within 14 days of receiving your item.

For eligible withdrawals, the refund includes the actual amount paid for the item and any applicable standard delivery charges. The direct cost of returning the item will be handled in accordance with applicable law and the relevant information provided before purchase.

After notifying us of your withdrawal, you must return the item within 14 days. Handing the item over to the carrier for shipment before the deadline satisfies the applicable return deadline.

For returns covered by the statutory right of withdrawal, we will process the refund within 14 days of receiving your withdrawal notice. Where applicable law permits us to withhold the refund, we may do so until we have received the returned item or received proof that you have sent it back, whichever occurs first.

Please follow the return procedure outlined later in this policy for the specific steps involved.

1.2 30-Day Commercial Return Period

The 30-day commercial return period is an after-sales arrangement provided by us and is calculated from the date you receive your item. Return requests submitted after the first 14 days but within the 30-day period must meet the commercial return conditions set out in this policy.

This commercial arrangement is not an additional statutory right of withdrawal and does not affect any other consumer rights you may have under applicable law.

2. Eligible Return and Exchange Situations

Subject to applicable law and the relevant conditions of this policy, you may submit a return or exchange request in the following situations:

  • The item has a quality issue or a noticeable cosmetic defect.
  • You receive an item that does not match your order.
  • The item's functionality or actual condition differs significantly from the product description on the website.
  • The item has an unusual odor that may indicate a quality issue.
  • The item is damaged during shipping.
  • Within the 30-day commercial return period, you wish to return an item because you do not like it, selected the wrong size, changed your color preference, purchased it more than once, or have another personal reason, provided the request meets the commercial return conditions of this policy.
  • Other situations covered by applicable law or this policy.

To help us verify the condition of the item, we may ask you to provide photographs, videos, proof of purchase, or relevant shipping information. We will review the order records, actual condition of the item, description of the issue, and supporting materials to determine the appropriate return or exchange procedure.

Where statutory consumer rights apply, we will handle the matter in accordance with applicable law and will not use commercial return conditions to restrict your legal rights.

3. Return and Exchange Process

Step 1: Submit Your Request

Please submit your return or exchange request through the official contact channels provided on our website. To help us verify your request, please provide the following information whenever possible:

  • Order number.
  • Proof of purchase or payment information.
  • A detailed description of the issue with the item.
  • Photographs or videos showing the condition of the item.
  • Shipping or tracking information related to the issue.

If your application is incomplete, we may contact you to request the necessary additional information.

Step 2: Application Review

We will process your request within 1–3 business days after receiving complete application information. We will review the order records, the condition of the item, and the relevant materials you provide.

If your request meets the applicable conditions, we will explain the next steps, including the return arrangements, designated return address, and applicable shipping method. If a request does not meet the commercial return conditions, we will explain the specific reason. Matters involving statutory consumer rights will be handled in accordance with applicable law.

Step 3: Obtain the Return Address and Return Label

Once your request is approved, we will provide the designated return address and relevant return instructions. Please wait until you receive our confirmation before shipping the item.

For eligible quality-related returns, we will provide an electronic prepaid return label (Return Label). You must download and print the label and attach it to the return package according to the instructions.

Please do not send the item to the sender's address printed on the original packaging, an address from a previous order, or any other address that has not been confirmed. Doing so may affect the receipt and subsequent processing of your return.

Step 4: Ship the Item Back

Follow the return instructions provided after approval and ship the item to the designated address. If you are required to use a prepaid return label provided by us, please use that label for the shipment.

We recommend choosing a carrier that provides tracking services. Keep your shipping receipt and tracking number so that you can check the shipment status or provide proof of return shipment if needed.

Step 5: Warehouse Receipt and Inspection

After the returned item arrives at the designated address, we will complete package receipt, inventory registration, order verification, item condition inspection, and any necessary quality testing.

Once we confirm that the item meets the applicable return or exchange conditions, we will proceed with the refund or exchange process. The inspection results and subsequent handling will depend on the type of request, order records, and applicable rules.

4. Return Shipping Costs

Return shipping costs depend on the reason for the return and the applicable rules. Different return reasons are subject to different cost arrangements.

4.1 Returns for Non-Quality Reasons

Non-quality reasons include disliking the item, selecting an unsuitable size, changing your color preference, duplicate purchases, and other personal reasons.

If the return meets the conditions of the 30-day commercial return arrangement, you are responsible for the direct shipping costs of returning the item. The actual cost depends on factors such as the carrier, package weight, package dimensions, and shipping destination. Therefore, we cannot provide one fixed price for all returns. Before shipping the item, you may contact your chosen carrier to obtain an estimated shipping cost.

We do not provide prepaid return labels for returns made for non-quality reasons.

4.2 Returns for Quality-Related Reasons

If the item has a quality issue, you receive the wrong item, the item differs significantly from the product description, or the item is damaged during shipping, we will cover the reasonable return shipping costs once our review confirms that the issue falls within the applicable scope of responsibility.

For eligible returns, we will provide an electronic prepaid return label (Return Label). You must download and print the label and use it in accordance with the return instructions.

If the item issue involves a remedy required by law, we will handle the matter in accordance with applicable law.

5. Refund Process

After the returned item arrives at the designated address, we will complete package receipt, inventory registration, order verification, and the necessary inspection of the item's condition.

For requests processed under the commercial return procedure in this policy, we will process the refund within 1–5 business days after the item passes inspection and is confirmed eligible for a refund. This is our operational refund processing time and does not replace the refund deadline applicable to statutory withdrawals.

For returns covered by the statutory right of withdrawal, the refund period is calculated from the date we receive your withdrawal notice and will be handled in accordance with the statutory refund requirements and any withholding permitted by applicable law.

Refunds will be issued to the original payment method. The refund amount will be calculated based on the actual amount paid for the order and the applicable return rules. If the order used a promotion, discount code, gift card, or another form of discount, we will determine the refund amount based on the actual payment records and applicable rules.

After the refund has been processed, the time it takes for the funds to reach your account may depend on the processing speed of the payment provider, bank, or card issuer.

If the item does not meet the applicable commercial return conditions, we will explain the specific reason and determine the next steps in accordance with this policy and applicable law.

6. Exchange Policy

Items eligible for exchange must be submitted for review through the return and exchange process described above. After the returned item arrives, we will complete receipt, inventory registration, and the necessary inspection of its condition.

Once the item passes inspection and is confirmed eligible for exchange, we will arrange shipment of the replacement item within 1–3 business days.

We will cover the shipping costs for the first exchange and reshipment associated with the same order. Here, “first exchange” means the first exchange and reshipment for the same order. It is not calculated separately for each item within that order.

If you request another exchange for the same order at a later time, you will be responsible for the shipping costs associated with the subsequent exchange and reshipment.

For the estimated delivery time after the replacement item has been shipped, please refer to the Shipping Policy on our website.

7. Items Not Eligible for Return

The following situations generally do not qualify for the 30-day commercial return arrangement:

  • The return request is submitted after the 30-day commercial return period.
  • The item has been damaged through use, installation, cleaning, modification, repair, improper storage, or other actions attributable to you, affecting its eligibility for return.
  • Important components, labels, accessories, or other items that affect return eligibility are missing.
  • The item is returned without prior review and without following the confirmed return arrangements.
  • The item is sent to an address other than the designated return address provided after approval.
  • The return instructions have not been followed, preventing the item from being properly received or inspected.
  • The item's nature or the applicable rules make it ineligible for the commercial return arrangement under this policy.

These situations describe the scope of the commercial return arrangement and do not exclude any consumer rights you may have under applicable law. If the item has a quality issue for which we are legally responsible, or if other legally protected rights are involved, we will handle the matter in accordance with applicable law.

8. Order Cancellation

You may submit an order cancellation request within 24 hours after placing your order through the official contact channels provided on our website.

After receiving your request, we will make reasonable efforts to intercept the order based on its current status to reduce the inconvenience of further processing. However, if the order has already entered order processing, warehouse picking, packing, sorting, carrier handoff, or transit, it may no longer be possible to cancel it directly.

If the item has already been shipped, you may apply for the applicable return service under this policy. Submitting an order cancellation request does not guarantee that the order can be intercepted successfully. The outcome depends on the actual fulfillment status when the request is received.

9. Contact Us

If you need to request a return, exchange, or order cancellation, or have questions about refunds, item condition, or after-sales procedures, please contact us using the following details.

Address: 206 E 16th St, Wilmington, DE 19801, US

Phone: +1 (302) 482-6937

Email: client@wohnraumcraft.com

Business Hours: Monday to Friday, 10:00 AM – 6:00 PM (Eastern Time, ET)

To help us verify your request more efficiently, please provide your order number, proof of purchase, a description of the issue with the item, and any relevant photographs or videos when contacting us. We will review the order and item information you provide and explain the applicable next steps.