1) Overview

We want you to have a smooth shopping experience. This Refund & Returns Policy explains how returns, refunds, and exchanges work on Wirrz , including orders fulfilled by third-party vendors.

By placing an order, you agree to this Policy in addition to our Terms & Conditions.

2) Return Window

  • You may request a return or exchange within 14 days from the date you received your order (unless a different period is required by local law).
  • The item must be unused, in original condition, and in original packaging with all accessories, tags, manuals, and free gifts (if any).

3) Items Not Eligible for Return (Non-Returnable)

Returns are not accepted for:

  • Items marked Final Sale / Non-Returnable
  • Personal care items, underwear, or hygiene-sensitive products (if opened)
  • Food, perishables, or items requiring special storage
  • Customized/personalized products made to order
  • Digital products or downloadable content once delivered/accessed
  • Items damaged due to misuse, improper handling, or normal wear and tear

If your order includes multiple items, some may be eligible while others are not.

4) Reasons Accepted for Return/Refund

We typically accept returns/refunds for:

  • Damaged or defective items (on arrival)
  • Wrong item delivered
  • Missing parts/accessories
  • Item not as described
  • Size/color issue (if the Vendor offers exchange/return for that category)

5) Condition & Inspection

  • All returns are inspected after we receive them (or after Vendor confirms receipt).
  • If the product is returned used, incomplete, or not in original condition, a partial refund may apply or the return may be rejected.

6) How to Request a Return

To start a return request:

  1. Go to My Orders and select the order.
  2. Click Request Return/Refund.
  3. Choose a reason and upload clear photos/videos if needed.
  4. Our support team and/or the Vendor will review your request and respond within 2–5 business days.

If you can’t access your account, contact Support with:

  • Order number
  • Phone/email used in the order
  • Photos/video (if damaged/defective)

7) Return Shipping

  • If the return is due to our/Vendor error (wrong item, defect, damage on arrival), return shipping is typically covered.
  • If the return is for change of mind, size, or preference, return shipping may be paid by the customer (unless otherwise stated on the product page).

We recommend using a trackable shipping method. We are not responsible for returns lost in transit without tracking.

8) Refunds

If your return is approved:

  • Refunds are issued to the original payment method (or wallet balance if applicable).
  • Processing time: 3–10 business days after approval (banks/payment providers may take longer).

Refund amount may exclude:

  • Original shipping fees (unless the return is due to our/Vendor error)
  • Cash-on-delivery fees (if applicable)
  • Any damage/restocking fees if the returned item is not in original condition (where allowed)

9) Exchanges

Exchanges depend on product availability and Vendor policies.

  • If an exchange is not possible, we may offer a refund or store credit (as applicable).

10) Order Cancellation

  • You may cancel an order before it is shipped/processed.
  • If the order has already shipped, cancellation may not be possible; you can request a return after delivery (if eligible).

11) Late or Missing Refunds

If you haven’t received your refund after the stated processing time:

  1. Check your bank/card statement again.
  2. Contact your payment provider.
  3. If still unresolved, contact Support with your order number.

12) Vendor Responsibility (Multi-Vendor Notice)

Wirrz is a marketplace. Products are fulfilled by independent Vendors.

  • Vendors are responsible for product quality, descriptions, and fulfillment.
  • We may assist in disputes and facilitate returns/refunds according to this Policy.

13) Contact Us

For questions or help with returns/refunds, contact: