REFUND POLICY

1. Coverage

This policy applies to all purchases from Whimoment (https://whimoment.com/), excluding:

  Custom-made products (e.g., engraved/personalized items)
  Opened intimate goods (e.g., underwear, skincare)
  Clearance/sale items (marked "Final Sale")

2. Refund Eligibility

Full Refunds Granted When:

  • Production exceeds stipulated time, leading to customer's refusal.
  • Goods received with serious defects, rendering them unusable.
  • Package marked "undeliverable" by carrier.
  • Package lost by courier company.
  • EU consumers within 14-day cooling-off period (items must be unused)

Partial Refunds May Apply For:

  • Minor defects after use (up to 30% refund) 
  • Missing accessories (deducted from refund)
  • Minor damage due to logistics (up to 30% refund).
  • A 10% handling fee of the order amount will be charged for refunds requested for personal reasons before shipment (to cover platform commissions and admin fees).
  • If you request a refund/exchange after receiving goods without quality issues, you'll cover return shipping costs.

3. Return Process

  1. Request Authorization

    • Contact service@whimoment.com within 30 days of delivery

    • Provide: Order # + Photo/Video evidence

  2. Get RMA Approval

    • Return Merchandise Authorization (RMA) issued within 48hrs

    • Unauthorized returns will be rejected

  3. Ship Items Back

    • Use original or protective packaging

    • Recommended: Tracked shipping method

4. Refund Processing

Method Timeline Notes
Original Payment 3-5 business days Int'l orders may take +2-3 days
Store Credit Instant +5% bonus credit

Note: Shipping costs (including return shipping) are non-refundable unless item is defective

5. Special Provisions

▸ EU Consumers

  • 14-day no-questions-asked returns (from delivery date)

  • Buyer pays return shipping (unless defective)

▸ International Orders

  • Refund amount excludes paid duties/VAT

  • Customs payment proof required for duty refunds

6. Non-Refundable Cases

We reserve the right to deny refunds for:
✖ Expired return period（30 days of delivery）
✖ Customer-induced damage
✖ Untraceable return shipments

7. Contact Us

Return inquiries:

  • Email: service@whimoment.com