Aftersales Policy

1. Address Modification

1.1 You can modify the shipping address before the order is shipped. Please email your request to service@wutheringwaves.shop with complete and accurate details.
1.2 Only one modification is allowed per order. The new address must be within the same country/region.
1.3 If a shipping confirmation email has been sent, the address can no longer be changed.
1.4 Standard shipping addresses should include:
- Street number and name
- City
- State/Province
- Zip/Postal code
- (Optional) Workplace or apartment number
Note: Address changes are restricted within the same country/region due to tax and shipping cost differences.

2. Product Change

Once an order is placed, we will not change the products in the order. If necessary, you can send an email to service@wutheringwaves.shop to cancel your order. After canceling the order, you can re-order the products you need.

3. Order Cancellation

Orders can only be canceled before shipment. If you have not received the shipping email yet, please send an email to service@wutheringwaves.shop, stating your full name and order number, and request to cancel the order.

4. Product Problem Feedback

Please check your order immediately after receipt. If your product is defective, damaged, or incorrect, you should notify us within 5 days of discovering the quality defect to obtain a solution; otherwise, the product will be considered to meet the agreement.

For feedback, please send an email to service@wutheringwaves.shop and include the following details in the email:

Your full name
Traceable order number
A clear unboxing video in the same frame as the shipping label, as well as photos of damaged, defective, missing, or incorrect items
Clear photos or videos showing how the item was packaged

All of the above-listed materials are necessary for processing your request. Please note that support requests submitted more than 5 days after receipt of the goods will not be processed.

5. Returns

You can initiate a return request within 7 days of receiving the product. The following are the return guidelines:

5.1 To be eligible for return:

The product must be in the same condition as when received:

The product should be unused, unworn, with all original tags attached, and in the original packaging.

You must provide proof of purchase, such as a receipt.

Please note that products that do not meet the above conditions will not be accepted for return or refund.

5.2 If the product meets the return conditions, please contact us via service@wutheringwaves.shop to initiate the return process.

Please note that only returns pre-approved by us will be accepted. Returns without approval or packages sent to the wrong address will be rejected.

5.3 Submitting a return request indicates that you have confirmed and agreed to

Bear the return shipping costs and are responsible for handling

Customs clearance, tax payment, and other related matters during the return process.

You are also responsible for any additional costs incurred.

5.4 Once your return request is approved, we will provide you with detailed instructions on how and where to send the package.You also need to provide the tracking number of the returned product. All return shipping costs are borne by you.

The safety and liability of the return remain with you until the goods are received by us.

Please note: Any returned product that does not meet the original condition when received by us cannot be returned to inventory and will not be refunded. If we determine that the returned item cannot be resold, no refund will be processed.

6. Non-Returnable Products

The following products are not eligible for return:

Perishable goods (e.g., food, flowers, plants)

Customized or personalized products

Personal care products (e.g., beauty products)

Hazardous materials, flammable liquids or gases

Special offer products or gift cards

Digital content (e.g., in – game skins)

If you have any questions about the return eligibility of a specific product, please contact us before purchase.

7. Exchanges

We do not provide exchange services. You can return the original product according to the steps above.

Once your return is approved and processed, you can place a new order for the desired product.

8. Refunds

When we receive and inspect your return, it will take 7-10 working days to process your return.

If approved, we will notify you and refund the full amount of the purchased product, but the shipping fees charged by the carrier will be deducted from the refund (if any).The refund will be returned to your original payment method within a certain period.

The refund processing time may vary depending on the financial institution.

9. Contact Us

For any questions or concerns regarding returns or refunds, please contact our service team at service@wutheringwaves.shop.

We will reply to your email within 24-48 hours and provide the necessary support to assist with the return or refund process.