Return & Refund Policy

This Return & Refund Policy applies to all purchases made on woolyartis.com.

1. Product Types

For clarity, WoolyArtis products are classified into the following categories:

Custom / Personalized Products

Products made to order based on customer-provided information, including but not limited to names, text, colors, photos, or specific design requests.

Non-Custom Products

Standard, non-personalized products sold as-is.

2. Return Window

Non-Custom Products

  • Return window: 90 days from the date of delivery
  • Customers may request a return within this period if the item meets the return conditions stated below.

Custom / Personalized Products

  • Return window: 90 days, only if the product is defective, damaged, or incorrect due to our error
  • Returns are not accepted for change of mind on custom or personalized products.

3. Return Eligibility

Eligible Returns

Non-Custom Products

  • Item is unused and in original condition
  • Original packaging is included
  • Return request is submitted within 90 days of delivery

Custom / Personalized Products

Returns are accepted only if:

  • The item arrives damaged
  • The item is defective
  • The item received is incorrect due to a WoolyArtis error

Non-Eligible Returns

The following cases are not eligible for return or refund:

  • Errors caused by incorrect customer-provided information (names, spelling, colors, images, or design selections)
  • Dissatisfaction based on personal preference
  • Items damaged due to misuse, improper handling, or normal wear
  • Digital products or downloadable content
  • Return requests submitted after 90 days from delivery

4. Refund Processing Time

If a return is approved:

  • Refund processing time: up to 7 days
  • This is the amount of time it may take for the customer to receive the refund
  • Refunds are issued to the original payment method
  • Actual timing may vary depending on the bank or payment provider

5. Return Shipping

  • Customers are responsible for return shipping costs unless the return is due to a WoolyArtis error (defective, damaged, or incorrect item)
  • Shipping fees are non-refundable unless otherwise stated
  • We recommend using a trackable shipping method for all returns

6. How to Request a Return

To request a return, please contact WoolyArtis within 90 days of delivery and provide:

  • Order number
  • Reason for return
  • Clear photos or videos (required for custom product issues)

Email: support@woolyartis.com

7. Inspection & Approval

All returned items are inspected upon receipt.
WoolyArtis reserves the right to approve or reject any return or refund request based on compliance with this policy.

8. Contact Information

If you have any questions regarding returns or refunds, please contact us:

Email: support@woolyartis.com
Business Address: 4/713 Elizabeth Street, Waterloo New South Wales 2017, Australia
Fulfill Address: Hanoi, Vietnam