Return Policy
Thank you for shopping with Wellayore. Operated by HONGKONG TOP SUN INDUSTRIAL LIMITED, our store is committed to offering carefully selected home décor products across our Wooden Decorative Accents, Candle Holder Accents, and Floral & Vase Accents collections. If you experience an issue with an order, please contact our customer support team at support@wellayore.com and include your order number together with the email address used when placing the purchase. Please review the conditions below before submitting a claim.
1. Final Sale Policy
Purchases completed through the Wellayore storefront are generally treated as final sales. We do not accept routine returns or exchanges after an order has been successfully delivered.
The exception to this policy applies when an item arrives with a confirmed manufacturing defect, is materially damaged upon delivery, or when Wellayore has shipped an item that does not correspond with the product ordered.
2. Damaged, Defective, or Incorrect Products
Our fulfillment process includes product inspection before orders are prepared for shipment. Despite these precautions, transportation damage, product defects, or packing errors may occasionally occur. If you receive an item in such a condition, please notify our support team promptly so that we can review the matter.
To remain eligible for a possible remedy under this policy, customers must inspect their package after delivery and contact Wellayore within seven (7) calendar days from the delivery date recorded by the shipping carrier.
Your claim should be submitted to support@wellayore.com and should include the following information:
- Order Information: Your Wellayore order number and the email address associated with the purchase.
- Description of the Issue: A clear written explanation of the defect, damage, or discrepancy affecting the product received.
- Supporting Evidence: Clear photographs or video footage showing the relevant defect, shipping damage, or incorrect product received.
Once the requested information has been received, our customer service team will review the evidence and assess the claim individually. Depending on the circumstances and nature of the problem, an approved resolution may consist of a replacement at no additional product cost, a partial refund, or a full refund.
3. Refund Method and Processing Time
If Wellayore approves a full or partial refund as the appropriate resolution, the authorized amount will be returned to the original payment method used to complete the transaction.
Once the refund has been processed by Wellayore, the amount will generally appear in the relevant account within approximately 7 to 12 business days. Actual posting times may differ depending on the payment provider, card issuer, financial institution, or banking network involved in the original transaction.
Because financial institutions control the final posting of refunded funds, Wellayore cannot guarantee the exact date on which a completed refund will become visible in a customer's account.
4. Exchange and Replacement Conditions
Wellayore does not provide standard exchanges based on personal preference, including requests to substitute one decorative design, finish, variation, size, color, style, or product for another.
A replacement may only be considered when the item originally delivered is verified as damaged, defective, or incorrect and the related claim has been reviewed and approved by our support team.
Where a replacement is authorized, the replacement will ordinarily correspond to the same product or applicable variant originally ordered, subject to availability and the circumstances of the approved claim.
5. Unauthorized Returns
Customers must not send merchandise back to our company address, warehouse, fulfillment partner, or any other location unless a Wellayore customer service representative has first provided explicit written return instructions.
Before any physical return can be considered, the customer must first contact support@wellayore.com, provide the required claim information, and receive authorization from our support team.
Packages sent back independently, without prior communication and written approval, may be refused or otherwise be ineligible for processing. Wellayore does not accept responsibility for unauthorized return parcels and will not be obligated to issue a refund, replacement, reimbursement, or other compensation solely because an item was mailed back without authorization.
6. Inspection of Delivered Orders
Customers are encouraged to examine all products promptly after receiving their shipment. This is particularly important for decorative products that may include wood components, candle holders, vases, floral accents, or other items that could be affected by handling during transportation.
If there is visible damage to the product or packaging, retaining the original packaging and photographing the condition of the parcel before disposal may assist our team in evaluating the claim.
7. Claim Review and Resolution
Submission of a claim does not automatically guarantee a refund or replacement. Each request is evaluated according to the information and supporting evidence provided, the condition of the item, and the circumstances surrounding the reported issue.
Where additional information is reasonably necessary to assess a claim, Wellayore may request further photographs, video evidence, packaging images, shipping information, or other relevant documentation before reaching a resolution.
8. Contact Our Customer Support Team
For questions regarding this Return Policy, refund processing, damaged merchandise, incorrect products, or an existing claim, please contact Wellayore through the details below:
- Operating Brand: Wellayore
- Company Name: HONGKONG TOP SUN INDUSTRIAL LIMITED
- Registered Address: Unit 2, LG1, Mirror Tower, 61 Mody Road, Tsim Sha Tsui, Hong Kong
- Email: support@wellayore.com
- Phone: +1 (435) 361-0647