WhatsOwn Refund and Returns Policy
At Whatsown, we are committed to providing you with high-quality acrylic transparent display boxes to guard the precious themed small worlds you cherish. We understand that sometimes products may not meet your expectations, so we hope to make your return and refund process as smooth and transparent as possible. This policy will detail the terms and conditions for returns, exchanges, and refunds of products purchased on whatsown.com.
1. Eligibility and Timeframe for Returns
You may apply for a return or exchange within 30 calendar days from the date of receiving your order. To be eligible for a return, the following conditions must be met:
– The acrylic display box must be in its original unused condition, with no scratches, cracks, or damage caused by use.
– All original packaging (including outer cartons, inner protective materials, and product labels) must be intact and unaltered. Since acrylic products are fragile, proper packaging is crucial to ensuring the integrity of the product during return shipping.
– You must provide valid proof of purchase, such as your order number, order confirmation email, or receipt.
2. Non-Returnable Items
To ensure the quality and safety of our products for all customers, the following items are not eligible for return or refund:
– Display boxes that have been used, installed, or modified (e.g., glued, painted, or altered in any way).
– Products with damaged or missing original packaging, or products damaged due to improper handling or storage after receipt.
– Clearance items (marked “Final Sale” on the product page) or discounted promotional items explicitly stated as non-returnable.
– Custom display boxes (designed according to your specific requirements, such as custom sizes or exclusive themes).
3. Return and Exchange Process
To initiate a return or exchange, please follow these simple steps:
Submit a Return Application: Contact our customer service team via email at whatsown@qq.com, with the email subject marked “Return/Exchange Application – [Your Order Number]”. Please include your order number, the name of the product to be returned, and a detailed reason for the return (if it involves quality issues, it is recommended to provide photos or videos of the product’s condition) in the email.
I. Review and Confirmation:
Our team will review your application within 2-3 business days. If your return application is approved, we will send a return confirmation email containing a prepaid shipping label (for quality-related issues) or return shipping instructions (for non-quality-related issues).
II. Return the Product:
Please properly pack the product using the original packaging (or equivalent protective materials) and attach the provided shipping label. Send the package to the address specified in the confirmation email. It is recommended to use a trackable shipping service to ensure the safe delivery of the returned product.
III. Inspection and Processing:
After we receive the return package, we will inspect the product to confirm whether it meets the return eligibility criteria. This process usually takes 3-5 business days.
IV. Complete Return/Exchange:
If the inspection is passed, we will process your refund or exchange immediately:
– Refund: The funds will be returned to your original payment method. Please note that your bank or credit card company may take an additional 3-7 business days to process and reflect the refund in your account.
– Exchange: After confirming that the returned product is correct, we will send you a replacement product free of charge (for quality-related issues). For non-quality-related issues, if the replacement product has a higher value, you need to make up the price difference.
4. Return Shipping Costs
– Quality-Related Issues: If the return is due to product defects (such as cracks, scratches, or manufacturing errors), we will bear all return shipping costs. We will provide a prepaid shipping label, and any shipping fees you paid in advance will also be refunded.
– Non-Quality-Related Issues: If you apply for a return due to personal reasons (such as a change of mind or incorrect theme selection), you need to bear the return shipping costs yourself. The original shipping fee paid at the time of purchase is non-refundable.
5. Damaged or Missing Items
Please carefully inspect your order upon receipt. If you find the product is damaged, defective, or you receive the wrong item, please contact our customer service team within 48 hours of receipt. Provide your order number and clear photos/videos of the damaged product or shipping package, and we will immediately assist you in resolving the issue (solutions include full refund, free replacement, or other reasonable options).
6. Special Notes
– We do not accept unapproved returns (returning products without prior approval). Such packages will be rejected or not processed, and no refund or exchange service will be provided.
– If the returned product is found to be ineligible for return after inspection (such as damage due to improper use or missing packaging), we will contact you to arrange for the product to be returned, and the relevant shipping costs will be borne by you.
– This return and refund policy only applies to products purchased directly on whatsown.com. If you purchased our products through a third-party platform, please follow the return policy of that platform.
7. Contact Us
If you have any questions or need assistance with returns or refunds, please feel free to contact our customer service team:
– Email: whatsown@qq.com （Response within 24 hours of email receipt.）
– Other Contact Methods: Please visit the Contact Us （whatsown.com/contact-us）for more information.
We reserve the right to update or modify this return and refund policy at any time. Any changes will be posted on this page, and the revised policy will take effect immediately upon publication. We recommend that you check this page regularly for the latest information.
Last Updated: December 9, 2023
