Refund policy

Returns Policy

Our commitment to your satisfaction as your procurement agent.

1. Our Commitment to You

At Wallarobe, we are committed to ensuring your complete satisfaction with every item we procure on your behalf. As your procurement agent, we assume full responsibility for any issues with items acquired through our service. If you are not entirely satisfied with a commissioned item, you may request a return within 14 calendar days from the date of delivery for a full refund or exchange, provided the item meets the conditions outlined in this policy.

2. How to Initiate a Return

To initiate a return, contact our customer care team by emailing customercare@wallarobe.com within 14 days of receiving your item. Please include your commission number and the reason for the return.

Upon approval, we will provide you with the return instructions via email within 2-3 business days. Please ensure the item is securely packaged. All returned items must be in unused, unworn, unwashed, and original condition with all original tags attached and packaging intact.

You are responsible for all return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance, as we are not responsible for items lost or damaged during the return transit.

3. Agent Responsibility for Returns

As your procurement agent, Wallarobe is responsible for the quality of the item we procure and its safe delivery to you. However, for discretionary returns (i.e., not due to a defect or error on our part), the customer is responsible for all return shipping costs. We are not responsible for items that are lost or damaged on their return journey to us.

4. Refunds

  • Refund Method: Refunds will be processed to the original payment method used for the commission.

  • Refund Amount: You will receive a full refund of the product's purchase price, excluding any shipping costs you paid on the original order or for the return.

  • Processing Time: Please allow up to 7 business days from the date we receive your return for the refund to be processed. The refund may take an additional 3-5 business days to appear in your account, depending on your bank's processing times.

5. Items Not Eligible for Return

For hygiene and quality control purposes, we cannot accept returns for:

  • Items returned after the 14-day return window.

  • Items that are used, worn, washed, damaged, or not in their original, resalable condition.

  • Items without their original tags or packaging.

  • Personalized or custom-made items (unless defective).

6. Defective or Incorrect Items

If you receive a defective or incorrect item, please notify us immediately, within 48 hours of delivery. As your agent, we take full responsibility for such issues.

  • Provide photos of the item and its packaging.

  • We will investigate the issue with our supplier network.

  • You will receive a full refund or a replacement. Once the issue is confirmed, we will also refund the reasonable cost of shipping the item back to us.

7. Exchanges

We can facilitate exchanges for a different size or color of the same item, subject to availability from our supplier network. You are responsible for the shipping costs to return the original item. Wallarobe will cover the shipping cost of the new, exchanged item to you. The same return conditions apply.

8. Damaged or Lost Shipments

Please report any lost or damaged parcels within 14 days of the tracking information being provided. As your procurement agent, we will handle all investigations with couriers and suppliers and will provide a full refund or replacement once the issue is confirmed.

9. Contact Information

  • Email: customercare@wallarobe.com

  • Response Time: We aim to respond to all inquiries within 24-48 hours.

10. Important Notes

  • Our offices are closed on weekends and UK public holidays. Processing times may be longer during sale periods and holidays.

  • This policy does not affect your statutory consumer rights under the Consumer Rights Act 2015.

  • For our customers in the EU, you retain your 14-day withdrawal rights under EU consumer protection laws.

  • As your procurement agent, Wallarobe maintains full liability for defective or incorrect items until you are completely satisfied.