Refund policy

Cancellation

We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out. 

Returns 

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@wlivehome.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Our return address:

1461S Balboa Avenue, Ontario CA 91761

Contact：OUFU

Tel: +1 (909) 846-4987

You can always contact us for any return question at support@wlivehome.com.

Wlive will bear the cost of the return shipment in the following cases:

Customers will cover the return cost in all other cases, such as:

Damages and issues

Please inspect your order and contact us immediately upon receipt. If the merchandise you receive is defective, incorrect, or incomplete, please contact us immediately so we can evaluate and correct it. For faster assistance with your return or exchange claim, please email us your order number, contact information, and photos of the damage history (if applicable). Please retain all merchandise and packaging materials until your claim is resolved. If your replacement item is out of stock or out of stock, we will notify you as soon as we have an estimated arrival date, or we may work with you to suggest a suitable replacement.

Exceptions / non-returnable items 

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

Before shipping, we support free replacement of the product you need in the backend with a similar price. If the price difference is too large, we can agree to continue the order by making up the difference, or cancel the order and re-purchase.
After shipping, the fastest way to ensure that you get the replacement is to sign for it and return the item you already have, and then purchase the new item separately after the return is accepted.
In this case, you can contact support@wlivehome.com to assess whether you need to pay for shipping.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7-10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at support@wlivehome.com.