Refund policy

At WOLZAA LUXURY, we value customer satisfaction while maintaining strict hygiene, product integrity and safety standards for skincare, haircare and personal care products. 

1. Cosmetic & Personal Care Return Policy 

Due to the hygiene and product-integrity nature of cosmetic, skincare, haircare and personal care products, WOLZAA LUXURY does not accept returns or exchanges for products that have been opened, used, tested, tampered with, or whose original seal or packaging has been broken. 

This restriction does not apply where the product received is damaged, defective, incorrect, incomplete, or otherwise does not match the order. 

2. Eligible Returns / Resolutions 

A customer may contact WOLZAA LUXURY for a return, replacement or refund review if: 

  • The wrong product was delivered. 

  • The product was received damaged or defective. 

  • The product is leaking or has been damaged during transit. 

  • An item is missing from the order. 

  • The product received does not match the order placed. 

All such requests are subject to verification and approval by WOLZAA LUXURY. 

3. Reporting a Delivery Issue 

Customers should report a damaged, defective, wrong or incomplete delivery within 48 hours of delivery. 

Customers may be asked to provide the order number and clear photographs or video of the product, packaging and shipping label to support verification. 

Claims submitted after the applicable reporting period may not be accepted unless otherwise required by applicable law. 

4. Unopened / Sealed Products 

WOLZAA LUXURY may consider a return request for an unopened and fully sealed product only where such return is expressly permitted by the applicable order or website terms. 

Any approved return must be in its original condition and packaging, with all seals, labels and accessories intact. 

WOLZAA LUXURY reserves the right to reject a return if the product has been opened, used, tested, altered or tampered with. 

5. Return Shipping Charges 

Where a return, replacement or refund is approved because WOLZAA LUXURY delivered a wrong, damaged, defective or incomplete product, WOLZAA LUXURY will determine the appropriate return or replacement process. 

For any voluntary return of an unopened product that is expressly permitted, applicable return shipping charges may be borne by the customer unless otherwise stated at the time of purchase. 

6. Refund Processing 

Where a refund is approved, the applicable refund will be processed after the relevant product and/or supporting evidence has been verified. 

The time taken for the refund to reflect may depend on the payment method and the relevant payment service provider. 

7. Products Not Eligible for Return 

  • Opened or used cosmetic, skincare, haircare or personal care products, except where the issue is attributable to WOLZAA LUXURY or otherwise required by applicable law. 

  • Products with broken, removed or tampered seals. 

  • Products damaged after delivery due to misuse, improper storage or handling by the customer. 

  • Products returned without prior approval where approval is required. 

  • Products that cannot be verified as having been purchased from WOLZAA LUXURY. 

8. How to Request a Return or Refund 

To initiate a request, customers should contact WOLZAA LUXURY using the contact information provided on the website within the applicable reporting period. 

The customer should provide the order number, details of the issue and any photographs or video requested for verification.