Return & Refund Policy
Effective Date: January 1, 2025
Last Updated: January 1, 2025
✓ 7-DAY RETURN WINDOW
We offer a 7-day return policy from the date of delivery for eligible items.
Your satisfaction is our priority. If you're not completely happy with your purchase, we're here to help.
1. RETURN ELIGIBILITY
1.1 Eligible Items
Most items purchased from wheniamonly19.com can be returned within 7 days of delivery, subject to the conditions listed below. To be eligible for a return, your item must be:
- Unused and Unworn: The item has never been worn, only tried on for fit
- Unwashed: The item has not been washed, dry cleaned, or altered
- Original Condition: All original tags, labels, and packaging must be attached and intact
- Undamaged: Free from stains, odors, pet hair, makeup marks, or any signs of wear
- With Proof of Purchase: Order confirmation email or receipt must be provided
🚫 NON-RETURNABLE ITEMS
The following items CANNOT be returned or exchanged under any circumstances:
- Bodysuits - For hygiene reasons
- Lingerie - For hygiene reasons
- Swimsuits - For hygiene reasons
- Underwear - For hygiene reasons
- Items marked as "Final Sale" or "Non-Returnable"
- Gift items and Gift cards
- Customized or personalized items
- Items purchased with a discount code over 50%
2. RETURN TIMEFRAME
| RETURN TIMEFRAME | ||
|---|---|---|
|
0
Day 0
Order Delivered
|
1-7
Days 1-7
Return Window Open
|
8+
Day 8+
Return Window Closed
|
Important: Returns must be initiated within 7 calendar days from the delivery date. The delivery date is considered Day 0. Returns requested after this period will not be accepted.
3. HOW TO RETURN AN ITEM
📋 STEP-BY-STEP RETURN PROCESS
-
INITIATE YOUR RETURN (Within 7 days of delivery)
Email us at sales@wheniamonly19.com with:- Subject line: "Return Request - Order #[Your Order Number]"
- Your order number
- Item(s) you wish to return
- Reason for return
- Photos of the item if there's a quality issue
-
RECEIVE RETURN AUTHORIZATION
We'll review your request within 24-48 hours and send you:- Return Merchandise Authorization (RMA) number
- Return shipping address (based on your location)
- Return instructions
-
PACK YOUR RETURN
- Place items in original packaging if available
- Include all original tags and accessories
- Include the RMA number inside the package
- Secure the package properly to prevent damage during shipping
-
SHIP YOUR RETURN
- Ship to the designated return address
- Use a trackable shipping method
- Keep your tracking number for reference
- Return shipping costs are the customer's responsibility
-
INSPECTION & PROCESSING
Once we receive your return:- We'll inspect the item within 2-3 business days
- You'll receive an email confirming the inspection results
- If approved, refund will be processed
4. RETURN SHIPPING ADDRESSES
⚠️ IMPORTANT: Do NOT ship returns without receiving your RMA number and designated return address. Return address will be assigned based on your location and the original shipping warehouse.
5. RETURN SHIPPING COSTS
5.1 Customer Responsibility
- Standard Returns: Customers are responsible for return shipping costs
- Defective/Wrong Items: We will provide a prepaid return label for items that are defective or incorrectly sent
- Original Shipping: Original shipping costs are non-refundable unless the return is due to our error
5.2 Recommended Shipping Methods
We recommend using trackable shipping services:
- DHL Express
- FedEx
- UPS
- USPS (for US customers)
- Registered/Tracked mail from your local postal service
Note: WIO19 Pte. LTD is not responsible for items lost or damaged during return shipping. We strongly recommend purchasing shipping insurance for valuable items.
6. REFUND PROCESSING
6.1 Refund Timeline
| Stage | Timeframe | Details |
|---|---|---|
| Return Received | Day 0 | We receive your returned package |
| Inspection | 2-3 business days | Quality check and verification |
| Refund Approved | 1 business day | Email confirmation sent |
| Refund Processed | 1-2 business days | Refund initiated to original payment method |
| Bank Processing | 5-10 business days | Time for refund to appear in your account |
6.2 Refund Method
- Original Payment Method: All refunds will be issued to the original payment method used for the purchase
- Currency: Refunds will be processed in the original currency of purchase
- Shopify Payments: Refunds are processed securely through Shopify Payments
6.3 Refund Amount
Your refund will include:
- ✓ Full product price (if return is approved)
- ✓ Applicable taxes paid
- ✗ Original shipping costs (except for our errors)
- ✗ Return shipping costs (customer responsibility)
- ✗ Any customs duties or fees paid
7. EXCHANGES
Exchange Process
We do not offer direct exchanges. If you need a different size, color, or style:
- Return the original item following our return process
- Place a new order for the desired item
- Contact us at sales@wheniamonly19.com for assistance with expedited processing
8. DAMAGED OR DEFECTIVE ITEMS
8.1 Reporting Issues
If you receive a damaged or defective item:
- Contact us within 48 hours of delivery
- Send photos clearly showing the defect or damage
- Include your order number and description of the issue
- We will provide a prepaid return label for verified cases
8.2 Resolution Options
For damaged or defective items, we offer:
- Full refund including original shipping costs
- Replacement item (if available)
- Store credit with 10% bonus value
9. INCORRECT ITEMS RECEIVED
If you receive the wrong item:
- Contact us immediately at sales@wheniamonly19.com
- Do not remove tags or use the item
- We will provide a prepaid return label
- Correct item will be shipped at no additional cost
- If correct item is unavailable, full refund will be issued
10. SPECIAL CASES
10.1 International Returns
- International customers are responsible for all return shipping costs
- Customs duties and taxes are non-refundable
- Declare returned items as "Returned Merchandise" to avoid additional customs fees
- Include commercial invoice with RMA number on package exterior
10.2 Sale Items
- Items purchased with discount codes up to 50% off are returnable
- Items purchased with discount codes over 50% off are final sale
- Clearance items marked as "Final Sale" cannot be returned
10.3 Gift Returns
- Gift recipients can return items for store credit only
- Store credit will be for the amount paid for the gift
- Original purchaser must be notified of gift returns
11. FREQUENTLY ASKED QUESTIONS
Q: Can I return an item after 7 days?
A: Unfortunately, we cannot accept returns after the 7-day window has closed. We encourage you to inspect your items upon delivery and contact us immediately if there are any issues.
Q: What if I don't have the original packaging?
A: While we prefer items to be returned in original packaging, we understand this isn't always possible. Please pack items securely to prevent damage during shipping. However, all original tags must still be attached.
Q: Can I return items to your store address?
A: No, we operate online only. All returns must be shipped to the designated warehouse address provided in your RMA authorization.
Q: How long does the entire return process take?
A: From the time we receive your return, it typically takes 2-3 days for inspection, 1-2 days for refund processing, and 5-10 business days for the refund to appear in your account. Total time: approximately 8-15 business days after we receive the return.
Q: Can I cancel my order before it ships?
A: Yes! Orders can be cancelled within 24 hours of placement. Contact us immediately at sales@wheniamonly19.com with your order number.
12. CUSTOMER SATISFACTION GUARANTEE
At WhenIAmOnly19, we stand behind the quality of our products. If you're not satisfied with your purchase, we're committed to making it right within our return policy guidelines. Your satisfaction is our priority, and we strive to provide excellent customer service throughout the return process.
13. CONTACT US
Need Help with a Return?
Our customer service team is here to assist you:
📧 Email: sales@wheniamonly19.com
📞 Phone: +65 9754 7351
🌐 Website: wheniamonly19.com
Customer Service Hours:
Monday - Friday: 9:00 AM - 6:00 PM (Singapore Time)
Saturday - Sunday: Closed
Response Time:
Email inquiries: Within 24-48 hours
Return requests: Within 24-48 hours
Urgent issues: Please call during business hours
Company Information:
WIO19 Pte. LTD
570A Woodlands Avenue 1, #09-880
Champions Court, Singapore 731570
14. POLICY UPDATES
This Return and Refund Policy may be updated from time to time. Any changes will be posted on this page with an updated revision date. We encourage you to review this policy periodically.
Last Review Date: January 1, 2025
Policy Version: 1.0
Applicable to orders placed on or after: January 1, 2025
Thank you for shopping with WhenIAmOnly19!
We appreciate your business and are committed to providing you with quality products and excellent service.