Last Updated: July 24, 2024

1. Introduction

This Refund & Return Policy outlines the terms and conditions for returning products and obtaining refunds from Wollfo. By purchasing our metal wall art from https://www.wollfo.com, you agree to the procedures detailed herein. Our policy is designed to be fair, transparent, and straightforward, reflecting our commitment to customer satisfaction and confidence in the quality of our craftsmanship.

2. The Wollfo Commitment: Built on Trust and Craftsmanship

Wollfo was founded on August 8, 2022, with a principle that extends beyond creating beautiful metal wall art: we believe in standing firmly behind every piece we produce. Our integrated Warehouse & Office at Room 0512, 5th Floor, Zhenqian Mansion, Gongye Road, Longhua Street, Longhua District, Shenzhen City, Guangdong Province, China 518110 is not just a logistics hub; it is the center of our quality assurance and customer care operations.

From this centralized location in Shenzhen, we manage every aspect of our direct-to-USA business, allowing us to maintain strict quality control from production to packaging. This operational model enables us to offer a confident and clear return policy. We understand that purchasing art online requires trust, and our 30-day return window is a testament to our belief in the durability, design, and inherent value of our metal art. This policy is a cornerstone of our promise to deliver not just a product, but a satisfying and risk-aware shopping experience.

3. 30-Day Return Policy Overview

We offer a 30-day return period from the date you receive your order. Within this window, you may initiate a return for any of the following reasons:

• The item is defective or damaged upon arrival.
• The item does not match its description on our website.
• You are dissatisfied with the product for any reason (change of mind, sizing, etc.).

Condition Requirement: All items must be returned in new, unused, and original condition, with all original packaging, tags, and accessories included. Items that show signs of installation, wear, or damage caused by the customer will not be accepted for a full refund and may be subject to a partial refund or return rejection.

4. Step-by-Step Return Process

To ensure a smooth and organized return, please follow these steps:

Step 1: Request Pre-Approval (Mandatory)
Contact our Customer Support team within 30 days of delivery to initiate a return request. You can reach us via:

• Email: support@wollfo.com
• Phone: +86 755 2718 9888
• Live Chat: Available via the chat app on our store.

Provide your order number and the reason for the return. All returns require pre-approval and a Return Merchandise Authorization (RMA). Unsolicited packages sent to our warehouse without approval cannot be processed.

Step 2: Receive Instructions
Once approved, our team will email you specific return instructions, including the designated return address and any necessary forms or RMA number to include with your package.

Step 3: Ship Your Return
Securely package the item in its original packaging. Include all original materials. You are responsible for shipping the return to the address we provide. We strongly recommend using a trackable shipping service and retaining your proof of postage.

Step 4: Inspection & Processing
Upon receipt at our facility, our team will inspect the returned item within 5 business days to verify its condition matches our policy.

5. Refund Processing

• Timeline: Once your return is approved after inspection, we will process your refund within 5 business days.
• Method: Refunds will be issued to the original payment method used for the purchase. The time it takes for the refund to be reflected in your account depends on your bank or payment provider, typically appearing within 5-10 additional business days.
• Restocking Fees: There are no restocking fees for returns that meet our policy conditions.

6. Return Shipping Costs & Responsibilities

• Standard Returns (Change of Mind, etc.): The customer is responsible for the cost of return shipping and any associated insurance. These costs are non-refundable.
• Defective/Damaged Items or Our Error: If the return is due to a defective product, damage incurred during our original shipping, or if we sent an incorrect item, Wollfo will cover the return shipping costs. We will provide a prepaid return shipping label or reimburse your reasonable return shipping costs upon approval and verification.

7. Exchanges

We are happy to facilitate exchanges for a different metal wall art product.

• Process: Follow the standard return process to request an exchange. Please specify the item you wish to exchange for when contacting support.
• Shipping: Once we receive and inspect the original return, we will ship the new exchange item to you free of charge. Any price difference will be charged or refunded accordingly.

8. Non-Returnable Situations

To ensure fairness and the sustainability of our policy, we cannot accept returns for:

• Items damaged due to customer misuse, improper installation, or accidental damage after delivery.
• Items that are not in their original, unused, and resalable condition.
• Items missing parts, tags, or original packaging.
• Personalized or custom-made items (unless defective).

9. Damaged or Defective Items Upon Delivery

If your Wollfo metal art arrives damaged or is defective:

1. Contact us immediately (within 48 hours of delivery is ideal) at support@wollfo.com with your order number and photos/video clearly showing the damage or defect.
2. We will promptly guide you through the simplest resolution, which is typically a replacement shipment or a full refund, including covered return shipping costs.
3. Do not dispose of any original packaging, as it may be needed for inspection.

10. Contact Us for Return Assistance

Our customer support team is dedicated to helping you through any return or exchange.

Email: support@wollfo.com
Phone: +86 755 2718 9888
Warehouse & Office: Room 0512, 5th Floor, Zhenqian Mansion, Gongye Road, Longhua Street, Longhua District, Shenzhen City, Guangdong Province, China 518110.

Customer Support Hours:
Monday – Friday: 9:00 AM – 5:00 PM Central Standard Time (CST, GMT-06:00, Chicago Time)

11. Policy Updates

Wollfo reserves the right to update this Refund & Return Policy at any time to reflect changes in our practices or for other operational, legal, or regulatory reasons. The most current version will always be posted on this page with an updated "Last Updated" date.