Refund policy

Wallenza Return & Refund Policy

Last Updated: 1st April, 2026

At Wallenza, we strive to ensure you love every purchase. If something isn’t right, we’re here to help with returns, exchanges, and refunds.

1. Eligibility for Returns

You may request a return or refund if:

  • The item arrives damaged, defective, or not as described
  • You receive the wrong product or design

To qualify for a return:

  • The item must be unused and in original condition
  • It must include original packaging and accessories

⚠️ Note:
Custom or personalized items are non-returnable and non-refundable, unless they arrive damaged or defective.

2. Return Timeframe

  • You must contact us within 7 days of receiving your order
  • Once approved, the item must be shipped back within 3 days

Requests outside this timeframe may not be accepted.

3. How to Request a Return

To initiate a return:

Please include:

  • Your Order Number
  • Reason for return
  • Clear photos of the product and packaging

Our team will review your request and guide you through the next steps.

4. Return Shipping

  • If the item is defective, damaged, or incorrect, return shipping will be covered by Wallenza
  • If returning due to change of mind, the customer is responsible for shipping costs

We recommend using a trackable courier service for safe delivery.

5. Refund Process

After receiving and inspecting the returned item:

  • Approved refunds are processed within 5–10 business days
  • Refunds are issued to the original payment method

⚠️ Shipping charges are non-refundable, unless the return is due to our mistake or a defective item.

You will be notified via email once your refund is processed.

6. Exchanges

If your item is damaged or incorrect:

  • We will offer a replacement of the same product (subject to availability)

If unavailable:

  • You may choose a refund or store credit

For change-of-mind exchanges, shipping charges apply both ways.

7. Non-Returnable Items

The following items are not eligible for return:

  • Custom or personalized products (unless defective)
  • Used or damaged items not due to our fault
  • Items returned without original packaging
  • Discounted or final sale items

8. Order Cancellation

  • Orders can be canceled before shipment by contacting us
  • Once shipped, cancellations are not guaranteed and may be processed under return terms

9. Contact & Support

If you need assistance, feel free to reach out:

📧 support@wallenza.pk
📱 WhatsApp: +92 329 2248448

📍 Location: Islamabad, Pakistan