WALLIEN

Return and Exchange policy FAQ

Frequently asked questions about returns, refunds, and exchanges.

How do I return?

What items are returnable? 

What items are non-refundable? 

 The following items cannot be returned:

The item I received is damaged!

If the purchased product is faulty, reach out to us within 7 days of the delivered date.

Can the items be exchanged?

We allow the exchange of purchased items for selectable variants. Once the exchange request is approved, the replaced item will be shipped to you.

What are the refund options?

The following refund options are supported:

How do I ship back the items?

For instructions on how to ship the returned products, refer to the email received after placing the return request.

How soon will I get my refund?

Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after approval.

 

In Australia, all returns are sent back to our PO Box address. When tracking the return, the delivered status that you see is an indication that the parcel has arrived at Australian Post. Once Australian Post receives the returned parcel, there is a series of processes they follow before the return is actually delivered to us. This includes, sending the returns to the returns processing depot, sorting into PO Boxes, and then finally loading into cages to be collected by their drivers for delivery back to us. 

Unfortunately, we don't have any control over this process and are subject to the Australian Post processing times. It can still take up to 2 weeks or more for us to receive it for processing.
 

My question is not addressed...

If you have any queries regarding return or refund, reach out to us.