Refund policy
At Wilo Wale, we want you to be fully satisfied with your purchase. If something isn’t right, we’re here to help.
Returns
We offer a 14-day return policy, meaning you have 14 days from the date you receive your item to request a return.
To be eligible for a return:
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The item must be in the same condition as received
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Unworn or unused
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With original tags attached
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In original packaging
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Proof of purchase is required
To initiate a return, please contact us at support@wilowale.com.
If your return request is approved, we will provide return instructions and a return shipping label. Returns sent without prior approval will not be accepted.
Return Shipping Costs
Customers are responsible for return shipping unless the item is damaged or incorrect.
Damaged or Incorrect Items
Please inspect your order upon delivery. If your item is damaged, defective, or incorrect, contact us immediately at support@wilowale.com so we can resolve the issue promptly.
Exchanges
To receive a different item, we recommend returning the original item first. Once the return is approved, you can place a new order for the replacement item. This ensures the fastest processing time.
Order Cancellations
Orders can be cancelled within 1 hour of placing the order.
If more than 1 hour has passed, the order cannot be cancelled and must be returned after delivery. Once an order has shipped:
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Shipping fees are non-refundable
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No restocking fees apply
Refunds
Once your return is received and inspected, we’ll notify you of the refund status.
If approved:
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Refunds are issued to the original payment method
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Processing time is within 7 business days
Please note that your bank or card provider may take additional time to post the refund.
If more than 7 business days have passed since approval, contact us at support@wilowale.com
Contact Information
Address: 192 C, Woodridge Crescent, Neapean, Ontario, K2B 7S9
Email: support@wilowale.com
Phone: +1 437 981 3261
Support Hours: Monday to Friday, 9:00 AM – 5:00 PM