Refund policy

The Wai Company Return Policy:

Please reach out to our customer service team at hello@thewaicompany.co and we will assist you with all eligible returns. Our number one goal is to make sure you are completely satisfied with your products!

 

14-Day Return Window:

We understand that sometimes things might not go as planned, and your satisfaction is our top priority. The Wai Company offers a 14-day return window from the date of your purchase. The customer is responsible for all return shipping costs. The Wai Company does not reimburse or provide prepaid return labels unless the return is due to a defective or incorrect item. 

 

What if my product is arrives defective?

If, by any chance, there's an issue with your order, or if the product is defective or damaged, we want to make it right! In such cases:

  • We will cover the return shipping costs, ensuring the process is hassle-free for you.
  • Reach out to our customer service team at hello@thewaicompany.co with your order number and a brief description of the issue. We'll guide you through the return process.

 

Change of Heart? No Worries – Here's What You Need to Know: 

If, however, you've had a change of heart or have decided that a product isn't the right fit for you:

  • You're responsible for the return shipping costs. We appreciate your understanding in this matter.

 

How to Initiate a Return: Simple Steps for Your Convenience 

  1. Contact Us: Shoot us an email at hello@thewaicompany.co with your order number and the reason for the return.

  2. Follow Our Guidance: Our customer service team will provide you with detailed instructions on how to proceed with the return.

  3. Pack It Up: Pack the product securely, ensuring it's in its original condition.

  4. Send It Back: Ship the package to the address provided by our team.

 

Refunds and Exchanges:

Once we receive your returned item:

  • If it's a case of our fault or a defective product, we'll initiate a refund once we receive the returned item or send you a replacement – your choice.

  • If it's a return due to a change of mind, we'll issue a refund minus the return shipping costs.

 

Need Further Assistance? We're Here for You! 

If you have any questions or need assistance with the return process, don't hesitate to reach out to us at hello@thewaicompany.co. 

Monday - Friday: 9:00am - 5:00pm HST