WAGNESTG adheres to a customer-first after-sales principle. This Return & Refund Policy clarifies the return eligibility, process, and refund rules to protect the legitimate rights and interests of all customers.
Return Eligibility & Time Limit
We support returns and exchanges within 30 calendar days from the date of order delivery. To be eligible for return, the product must be unused, unwashed, undamaged, and kept in its original intact packaging with all accessories, tags, and manuals complete. Products damaged due to personal use, improper operation, artificial damage, or missing accessories are not eligible for free return or exchange.
Defective & Wrong Item Processing
If you receive defective products, damaged goods, incorrect items, or missing parts due to our shipping error, please contact us within 48 hours after receiving the package and provide clear photos or videos as evidence. We will provide free return, exchange, full refund, or partial refund solutions according to the actual situation, and we will bear the corresponding return shipping fees for confirmed quality problems.
Personal Reason Return Rules
If you need to return the product for personal reasons such as inappropriate size, dislike of style, or accidental purchase, the product must meet the return eligibility requirements. The return shipping fee shall be borne by the customer. We will process your refund after receiving and inspecting the returned goods.
Refund Processing Time
After we receive and verify your returned items, we will initiate the refund within 3–5 business days. The refund will be returned to your original payment account. The actual arrival time depends on the processing rules of your payment platform and bank, usually within 7–10 working days.
Non-Returnable Items
For hygiene and safety reasons, used pet contact products, customized products, and clearance sale products are not eligible for return or exchange unless there are confirmed quality defects.