Refund and Returns Policy
Last updated: October 02, 2025 · Scope: Furniture only · Currency: USD
Regions covered: United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal
Wiyloape designs and builds solid-wood furniture and accepts returns from every region listed above. This page explains how Wiyloape handles problems and how returns, exchanges, and refunds work for furniture purchases. All figures are in USD. You will not pay anything beyond checkout — return labels or pickups and any import tax (VAT/GST), duties, and customs handling are paid by Wiyloape where eligible (no extra customs fees on return shipments).
Quick summary
Return window: 30 days from delivery — start by contacting support and include your order number.
Costs: For eligible returns, Wiyloape provides a prepaid label or books a pickup. For international returns using Wiyloape documents, VAT/GST and duties are covered. No restocking fee on eligible returns.
Refund timing: Within 7 business days after the item arrives and passes review, paid in USD to the original payment method (store credit available on request).
Proof of purchase: Order number or the email/phone used at checkout.
Support speed: 1–2 business days (Mon–Fri, EST).
Eligibility rules (furniture)
Items must come back new, unused, unassembled, and unmodified so heavier wood parts stay safe while traveling. Signs of use or changes—marks, dents, stains, odors, pet hair, extra holes, refinishing, or bases that were installed or leveled—make preference returns ineligible. Include the original protection (foam, corner guards, hardware packs, manuals, tools). If anything is missing, repack to an equal or stronger protection level.
Furniture that has been assembled, installed, glued, or altered can be returned only when Wiyloape confirms a manufacturing issue or verified carrier damage. Intended use is indoor residential/studio. Some larger pieces may need pallet pickup or a lift-equipped truck; Wiyloape will outline the steps during scheduling. Return shipments must start from the covered regions listed above.
Natural wood characteristics
No two boards are identical. Grain, color, and small knots vary naturally in solid wood; these are material traits, not defects.
If something is wrong (damage, defect, or wrong item)
If an item arrives damaged, has a build fault, or doesn’t match the model, size, or finish ordered, Wiyloape will make it right. Return shipping is covered (label or scheduled pickup). Wiyloape will send a replacement—subject to stock and timing—or issue a full refund in USD. Any outbound shipping you paid for that item is also refunded. For minor cosmetic problems, replacement parts or a touch-up kit may be the fastest fix. For international returns using Wiyloape’s label and papers, VAT/GST, duties, and customs handling are paid by Wiyloape.
Change of mind (space, size, or finish preference)
You may request a preference return within 30 days if the item is unused and properly packed. Wiyloape pays the return freight, so there’s no extra payment from you. After review confirms all parts and like-new condition, Wiyloape refunds the product price in USD. Original outbound shipping isn’t refunded for preference returns. Any exchange price difference is settled in USD when the exchange is processed.
Items that cannot be returned
Gift cards, final-sale/clearance, and custom or made-to-order furniture (non-standard sizes, unique edges, special stains/finishes, inlays/carvings, non-standard bases) aren’t returnable unless defective or damaged at delivery. Furniture that has been used, assembled, installed, modified, or refinished is not eligible. If your order included a bundle or free gift, all items must be sent back; otherwise Wiyloape may deduct the prorated value of missing pieces from the refund.
How to start a return
Email: [email protected] or use the site contact form within 30 days of delivery, and include your order number with a short note. If the issue is damage or a defect, contact within 72 hours and attach clear photos or a brief video of the outer carton, inner packing, and affected areas; keep all packaging until you receive next steps. Wiyloape replies within 1–2 business days. If eligible, Wiyloape issues a prepaid parcel label or schedules a freight pickup and shares simple packing directions.
Return address: Wiyloape Returns Department, 19613 Temple Ave, South Chesterfield, VA 23834.
Label/pickup expiry: 10 calendar days — please ship or be available within that window. After the first carrier scan, transit risk transfers to Wiyloape. Include the Wiyloape Return Authorization that comes with your label; shipments without authorization may be delayed.
Packing guidance (furniture)
Secure tops, legs, and bases so nothing moves in the box or crate. Reuse the original foam and corner guards when possible. Bag all hardware and tools and fix the bag inside the package. If the original box is missing, use a new strong carton or a pallet crate with thick padding on all sides and tape every seam firmly. For freight returns, Wiyloape will confirm pallet needs and provide the required shipping papers.
Inspection checklist
Reviewers confirm the model, size, and finish; check that all components and hardware are present; make sure there are no signs of use or changes; and verify the packing is strong enough to prevent new damage in transit. If parts are missing or protection is inadequate and damage occurs, Wiyloape may reduce the refund to cover repair or replacement, or—if you prefer—return the item to you. No new fees are charged; Wiyloape arranges and pays the needed logistics.
Refund timing and method
After the return arrives and passes inspection, Wiyloape issues the refund within 7 business days to the original payment method in USD (major cards or PayPal). Store credit is available on request. Banks and card issuers may take up to 7 additional business days to post funds. Any currency conversion is handled by your bank or card provider.
Exchanges
Requests for a different size or finish are accepted for 30 days when stock allows. For preference exchanges, Wiyloape covers shipping for both the return and the replacement. For issue-based exchanges (damage, defect, or wrong item), shipping is also covered. Replacements ship after the original item is received and inspected; no cross-shipping.
Refused deliveries and undeliverable shipments
If a delivery is refused without notice and the carrier reports no damage, Wiyloape still coordinates the return and covers carrier charges. Wiyloape can reschedule at no cost or issue a refund as described above once the item is back and inspected. If refusal is due to visible carrier damage noted with the driver, Wiyloape handles the claim and no re-delivery fees apply.
Taxes, duties, and customs on returns (international)
For eligible returns from the covered regions, Wiyloape prepares the re-import papers and pays VAT/GST, duties, and customs handling — as long as you use Wiyloape’s label and instructions. If you choose an unapproved courier, responsibility for customs charges and any loss or damage shifts to the sender and processing may take longer.
Processing and shipping times (reference)
Most furniture orders prepare to ship in 1–2 business days (Mon–Fri; U.S. public holidays excluded). For typical travel times and delivery behavior, see Wiyloape’s Shipping Policy.
Additional notices for regional compliance
EU/UK consumer rights: Nothing here limits your statutory rights (including cooling-off where applicable). If local law offers stronger protection, Wiyloape will honor it.
Payment & currency: All refunds and exchanges are calculated and paid in USD. Any FX conversion shown by your bank or card is determined by that provider.
Contact details: [email protected] · Wiyloape Returns Department, 19613 Temple Ave, South Chesterfield, VA 23834. Business hours: Mon–Fri (EST).
Need assistance?
Wiyloape responds within 1–2 business days (Mon–Fri, EST). For faster help, include your order number, delivery address, and photos or a short video when reporting damage or defects.
