At Wilztore Inc. (“we,” “our,” or “us”), we are committed to ensuring the satisfaction of our customers. If you are not completely satisfied with your purchase, we offer returns and refunds under the following terms and conditions. Please read this policy carefully to understand your rights and obligations.
1. Return Eligibility
a. General Return Policy
We accept returns of eligible products within 30 days of the delivery or purchase date. To be eligible for a return, items must meet the following conditions:
- Items must be unused, unopened, and in the same condition that you received them.
- Items must be in the original packaging, with all tags and labels attached.
Certain types of items are exempt from being returned:
- Perishable goods (such as food snacks, biscuits, and teas)
- Gift Items
- Customized or personalized items
- Gift packages (unless damaged or defective)
If 30 days have passed since your purchase, unfortunately, we cannot offer you a refund or exchange.
b. Non-Returnable Items
The following items are non-returnable:
- Perishable goods (e.g., snacks, teas)
- Gift packages
- Downloadable or digital products
- Items purchased on sale or during a promotion (unless otherwise specified)
2. Return Process
a. How to Initiate a Return
To initiate a return, please contact us at sales@wilt.store with the following information:
- Your order number or proof of purchase
- The product(s) you wish to return
- The reason for the return
Once we receive your request, we will provide you with instructions on how to return the item. Please do not send your purchase back before contacting us.
b. Return Shipping Costs
- Customer Responsibility: Unless the item is damaged or defective, you will be responsible for paying the shipping costs for returning your item.
- Damaged or Defective Items: If the item is damaged or defective upon arrival, we will cover the return shipping costs.
We recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
c. Return Address
All returns should be sent to:
Wilztore Inc.
2360 Portland St SE, Calgary, AB T2G 4M6 Canada.
3. Refunds
a. Refund Eligibility
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If your return is approved, a refund will be processed, and a credit will automatically be applied to your original method of payment, within 7-10 business days.
b. Partial Refunds
There are certain situations where only partial refunds may be granted (if applicable):
- Items not in their original condition, damaged, or missing parts for reasons not due to our error
- Items returned more than 30 days after delivery
c. Non-Refundable Items
The following items are non-refundable:
- Perishable goods (e.g., snacks, teas)
- Gifts items
- Customized or personalized items
- Gift packages (unless damaged or defective)
d. Sale Items
Only regular priced items may be refunded. Sale items are non-refundable.
4. Exchanges
We only replace items if they are defective or damaged. If you need to exchange a defective or damaged item for the same product, please contact us at sales@wilt.store to arrange an exchange. If the product is no longer available, we will offer a similar product or a refund.
5. Damaged or Defective Items
If you receive an item that is damaged or defective, please contact us within 7 days of receiving the product to arrange for a replacement or refund. You will need to provide proof of damage, such as photos, and we may request that the damaged item be returned to us. We will cover the return shipping cost for any damaged or defective items.
6. Late or Missing Refunds
If you have not received your refund within 10 business days of receiving our refund confirmation, please follow these steps:
- Check your bank account or credit card statement to ensure the refund has not been delayed.
- Contact your credit card company or bank, as it may take additional time before your refund is officially posted.
- If you’ve done all of the above and still have not received your refund, please contact us at sales@wilt.store
7. Cancellations
a. Order Cancellations
Once an order has been placed, it cannot be canceled if it has already been processed or shipped. If you wish to cancel an unprocessed order, please contact us immediately at sales@wilt.store If the order has already been processed or shipped, you may return the items according to this Return and Refund Policy.
b. Subscription Cancellations
If you have subscribed to one of our recurring product services (e.g., monthly or weekly snack deliveries), you may cancel your subscription at any time by contacting us or through your account dashboard. Cancellations will take effect for the next billing cycle. Refunds will not be issued for products already shipped under a subscription.
8. Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received and approved, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.
9. Contact Information
If you have any questions about this Return and Refund Policy, please contact us at: sales@wilt.store