Refund policy

Last updated: September 18, 2026

Our voluntary return policy allows you to request a return within 14 days after receiving your item. This policy is in addition to, and does not replace, your statutory cancellation, withdrawal, or faulty-goods rights. The United Kingdom and European Union rules below take priority where they apply.

For returns under our voluntary policy, items should be unworn or unused, with tags and their original packaging. Please provide your receipt or another proof of purchase. These voluntary conditions do not restrict the inspection, cancellation, or faulty-goods rights described below or any other mandatory consumer rights.

To arrange a return, contact support@walqo.com with your order details before sending items so we can provide routing instructions. If you are exercising a statutory right to cancel or withdraw, your clear cancellation notice is sufficient: our approval or a return authorization number is not a condition of that right, and you do not need to wait for our response before giving notice within the applicable deadline.

For voluntary returns, please obtain approval before sending items. For statutory cancellations or withdrawals, notify us and follow the applicable return deadline below. Use the return receiving address below unless we provide a different authorized routing instruction. This is a returns receiving location, not our registered office or headquarters.

Recipient: YJ829
Address: 32 Young St
City: Willimantic
State: CT / Connecticut
ZIP Code: 06226
Phone: 959-210-4687

We will provide return-routing assistance by email. Use appropriate protective packaging; a trackable shipping method and retained proof of dispatch are recommended. Do not allow a delay in our response to prevent you from exercising a statutory right within its deadline.

Return shipping costs

For eligible returns due to a change of mind, an incorrect size selected, or other reasons unrelated to a product defect or our error, the customer is responsible for return shipping costs.

If an item arrives defective, damaged, or incorrect, WALQO will cover the return shipping costs for an approved return. Please contact support@walqo.com before sending the item back so we can provide the appropriate return arrangements.

Nothing in this policy limits any rights or remedies available to you under applicable consumer protection laws.

Damages and issues

Please inspect your order when you receive it and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and make it right.

Exceptions / non-returnable items

Our voluntary return policy excludes custom-made or personalized products, gift cards, and items clearly marked as final sale before purchase. These exclusions do not remove statutory rights concerning faulty or misdescribed goods. A sale or final-sale label alone does not remove a statutory right to cancel or withdraw. Statutory exceptions apply only where the law permits them, such as genuinely custom-made or clearly personalized goods; choosing a standard size or color does not by itself make an item personalized.

Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

United Kingdom and European Union: statutory cancellation and withdrawal

If you are a consumer with a statutory cancellation or withdrawal right under applicable UK or EU law, you can notify us of your decision without giving a reason within 14 calendar days after you, or a person you nominate other than the carrier, receives the goods. Where a single order is delivered separately, the period generally runs from receipt of the last item. Applicable exceptions and any longer mandatory rights remain unaffected.

Send a clear statement to support@walqo.com identifying your order and saying that you wish to cancel or withdraw. You may use the optional wording: “I give notice that I withdraw from my purchase of [goods], ordered on [date] and received on [date]. My order number is [number], and my name and contact details are [details].” This wording is optional; no special form or prior approval is required.

Unless we have agreed to collect the goods, send them back without undue delay and no later than 14 calendar days after communicating your decision. The deadline is met by sending the goods before that period expires. You bear the direct return postage cost only where this was properly disclosed and the law permits it; we bear it where legally required or where we agreed to do so, including approved defective, damaged, or incorrect-item returns.

You may handle and inspect goods as necessary to establish their nature, characteristics, and functioning, as you reasonably could in a shop. Opening packaging or reasonable inspection does not by itself cancel your withdrawal right. Where legally permitted, you may be responsible for actual diminished value caused by handling beyond what is necessary, but not for a blanket restocking or handling fee. Please return available accessories and use protective packaging; original packaging is not an absolute condition of a statutory withdrawal.

Amounts refunded

For a statutory withdrawal from the whole order, we refund the payments received, including the least expensive standard delivery option we offered. If you chose premium delivery, we are not required to refund the additional premium above that standard amount unless applicable law requires it. For partial returns, delivery-charge reimbursement is determined by applicable law. We use the original payment method unless you expressly agree otherwise, without charging a reimbursement fee.

Refund timing

EU withdrawals: we reimburse without undue delay and no later than 14 calendar days after being informed of your decision. Unless we offered to collect the goods, we may withhold reimbursement until we receive the goods back or you provide evidence of sending them back, whichever occurs first, as permitted by law.

UK cancellations of goods: where we have not offered collection, we reimburse without undue delay and no later than 14 calendar days after receiving the goods back or receiving your evidence of return dispatch, whichever is earlier. Where we have offered collection, we reimburse no later than 14 calendar days after being informed of your decision. We comply with any earlier or more protective deadline required by applicable law.

These statutory deadlines are not extended by our internal inspection, approval process, or the voluntary-return processing target below.

Faulty, damaged, or misdescribed goods

Please contact us with your order details and a description of the issue. Your statutory remedies may include repair, replacement, price reduction, or refund depending on the circumstances and applicable law. Our voluntary 14-day window, packaging conditions, and final-sale exclusions do not limit those rights. EU consumers have a minimum two-year legal guarantee for goods that are faulty or do not match the description, with any longer national rights preserved. UK consumers retain their applicable statutory rights independently of any voluntary warranty or return policy.

Voluntary returns: refund amounts and fees

We do not charge restocking or handling fees for approved returns.

For a return approved under our voluntary policy due to a change of mind, an incorrect size selected, or another reason unrelated to a defect or our error, we refund the amount paid for the returned item. Original delivery charges are not refunded, except where applicable law requires otherwise. You arrange and pay for the return shipment; no prepaid return-label charge is deducted from your refund under this process.

For an approved refund because an item was defective, damaged, or incorrect, we refund the amount paid for the affected item and any original standard delivery charge attributable to that item. WALQO also covers the approved return shipping costs. Please contact us before arranging return shipment.

Refunds reflect discounts applied to the returned items. These terms do not restrict any mandatory refund or cancellation rights under applicable consumer protection laws.

Voluntary return processing

For returns handled under our voluntary policy, we will notify you after receiving and inspecting the goods. If approved, the refund will be issued to your original payment method within 10 business days. This is a voluntary-return processing target, not a replacement for any statutory refund deadline. Statutory cancellation and faulty-goods remedies are handled within the deadlines required by applicable law.

Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at support@walqo.com.