REFUNDS & RETURNS POLICY

Order cancellation

All orders can be canceled until they are shipped. Once the packaging and shipping process has started, it can no longer be canceled.

Refunds

Our customer satisfaction is our #1 priority. We want to fulfil orders with confidence. That’s why we proudly offer absolute satisfaction guarantees that ensure our customers will receive a purchased item on time and as described.

Our primary goal is making our customers happy, so everyone who shops with us receives the following guarantees:

  • Refund if the item is not as described or damaged;
  • Refund minus the shipping cost if you do not want the product you received. You must return the item at your expense to our suppliers warehouse and the item must be unused.
  • Refunds are not available under the following circumstances:
    • Your order does not arrive due to an incorrect address provided by the customer;
    • Your order does not arrive due to exceptional circumstances beyond our control (e.g. delayed by a natural disaster).
  • How do refunds, returns, and exchanges work on Wootivy?
    • In case you report a damaged or incorrect product, you are required to submit a photo evidence within 15 days of receiving the item. If the claim is approved, a refund will be issued.
    • If the product packaging is damaged but the product itself is intact, you must submit a claim to the shipping carrier directly.
    • Missing order: In case a package is delivered (based on tracking number update) you claim that you did not receive the item, you must submit a claim to the shipping carrier directly. Your order(s) will be deemed delivered and in satisfactory condition if you do not report the issue within the time frame.
  • If you experienced any of the above scenarios, you must report the issue within 15 days of receipt. Otherwise, you agree that the product is deemed delivered and satisfactory.

 How do I request a refund, return, or exchange?

  1. In the event of a refund, return, or exchange request, please contact our Customer Support team via email at support@wootivy.com and include the evidence if required.
  2. After we have approved the order refund, return, or exchange, the product must be returned to our supply warehouse at the address we provide if your order is approved for a refund, return, or exchange by our Refunds, Returns, and Exchanges Team.
  3. Your must return the product and provide a tracking number.
  4. Once the tracking number has been provided (or once the returned product has been received), a replacement product will be shipped or a refund minus the shipping cost will be credited back to the card or original method of payment on file.
  5. In order for Wootivy to ship a replacement product or process a refund for damaged or incorrect product we require a tracking number for the item returned.

The product must be in an unused condition and in its original packaging, if possible, with all its accessories and all packaged components.

Shipping costs will be the responsibility of the customer in cases of buyer personal reasons, such as didn’t like the color/quality, changed your mind, ordered by mistake, etc.

  • Please do not send your purchase back to us unless we authorize you to do so.