Refund and Returns Policy

Overview

For hygiene and safety reasons, we generally do not accept returns or exchanges for reasons unrelated to product quality, unless approved by Wesoop as a special exception.

If your item has a quality issue, is defective, damaged, or you received the wrong item, please contact us within 30 days after receiving your order. We will review your request and provide a suitable solution, which may include a replacement, exchange, or refund.

To help us process your request, please provide your order number, proof of purchase, and clear photos or videos showing the product issue.

Please do not send your purchase back to the manufacturer. Returns sent without prior approval may not be accepted.

Return Fee Structure

To ensure smooth processing and responsible handling of returned items, we may charge a return fee for approved returns. This may include return shipping fees and restocking fees, depending on the order status and the condition of the returned item.

For hygiene and safety reasons, returns or exchanges caused by reasons unrelated to product quality may not be accepted. In limited cases where such returns are approved, the following fees may apply:

Item / Order Condition	Restocking Fee	Return Shipping Fee
Package canceled while in transit	10% of the order’s total value	Determined by the logistics service provider and shipping distance
Package has not been opened, and the original packaging and accessories are fully intact and undamaged	10% of the order’s total value	Determined by the logistics service provider and shipping distance

Need help?

Order Cancellation Policy:

If you wish to cancel your order, email support@wesoop.com.

Order cancellation is only applicable to products that have not yet been shipped.

For order cancellations due to personal reasons (regardless of the order time), a fee of 5% of the total original order value will be charged.
If the order has already been shipped, it will be handled according to the return policy.

Shipping returns

To return your item, please contact us first at support@wesoop.com. If your return request is approved, we will provide the return address and return instructions.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Conditions for Returns and Exchanges:

When returning or exchanging items, ensure the following:

Products are in their original condition, unused, unopened, unaltered, original packaging.
Original packaging and all included items (e.g., manuals, accessories) must accompany the return.
Items must be returned from the country or region where they were originally shipped.
Custom items or freebies are not eligible for return or exchange.

Note: Wesoop reserves the right to decline returns that fail to meet these requirements.

Non-Returnable Conditions

The following items or situations are not eligible for return or exchange:

Items not purchased directly from www.wesoop.com.
Items with missing components, packaging, manuals, or accessories originally included.
Physical damage caused by misuse, improper handling, or accidental damage.
Products with stains, scratches, adhesive residue, or other signs of use.
Items that have been opened, used, or show signs of use, due to hygiene and safety considerations.
Returns requested more than 30 days after the order has been delivered.

For hygiene and safety reasons, we do not accept returns or exchanges for reasons unrelated to product quality. However, if there is a confirmed product quality issue, we are happy to offer a suitable solution, such as a replacement, exchange, or refund.

Steps to Process a Return:

Contact Customer Service: Email support@wesoop.com with your order number, proof of purchase, and supporting photos/videos.
Await Evaluation: Our team will review your request and provide a return address if it meets the policy.
Prepare the Return: Pack the item securely in its original packaging, including the receipt.
Ship the Item: Arrange the return shipment with a courier of your choice.
Provide Tracking Details: Email the shipment’s tracking number to support@wesoop.com

Refund Process

Refunds will be issued to the original payment method once the return has been received, inspected, and approved.

Although we offer free shipping on orders, the shipping cost has already been incurred as part of the order fulfillment process. Therefore, for approved returns, a 5%-10% shipping cost deduction will be applied to the order’s total value to cover the logistics cost already paid.

Shipping fees, return shipping fees, and any applicable restocking fees are non-refundable.

Please allow 7–14 business days after we receive the returned item for your refund to be processed, depending on workload and your payment provider.

If the returned item does not meet our return conditions, the package may be returned to you at your expense.

Once your refund is approved, you will receive a confirmation email.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@wesoop.com