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Returns and Refund Policy
At WoolPals, we take great pride in the quality and craftsmanship of our handcrafted wool plushies. We understand that our customers may occasionally have concerns or wish to return an item. To ensure a fair process for both our valued customers and our small business, we have established the following return and refund policy.
1. Return Eligibility:
To be eligible for a return, the item must be in its original, unused condition and in the same packaging in which it was received. Returns must be initiated within 7 days of receipt. Due to the nature of custom orders, they are non-returnable and non-refundable.
2. Return Process:
Please contact us at hello [@] woolpals.com to initiate the return process. Include your order number, a description of the issue, and any relevant photos. We will review your request and, if approved, provide instructions for returning the item.
3. Shipping Costs:
Customers are responsible for return shipping costs. Original shipping costs are non-refundable. We recommend using a trackable shipping service and purchasing shipping insurance for returns, as we cannot guarantee that we will receive your returned item.
4. Refunds:
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original payment method within 14 business days.
5. Exchanges:
We only replace items if they are defective or damaged upon arrival. If you need to exchange an item for the same product, please follow the return process outlined above and specify that you wish to receive an exchange.
6. Sale Items:
Only regular-priced items are eligible for a refund. Sale items are non-refundable and non-exchangeable.
We appreciate your understanding of our return and refund policy, which is designed to protect our small, artisan-focused business while also providing a fair resolution for our customers. If you have any questions, please do not hesitate to contact us.