Return & Refund Policy

Our Commitment to Quality At Wexhome, we are dedicated to providing high-quality, made-to-order products. We stand behind our workmanship and aim for your complete satisfaction. This policy outlines the procedures for returns, refunds, and exchanges to ensure a clear and fair process. Please review it carefully before making a purchase.

1. General Return & Exchange Window (30-Day Policy)

We offer a 30-day window for returns and exchanges on eligible items. This period begins on the date your order is marked as delivered by the shipping carrier.

• Eligibility Requirements: To be eligible for a return, your item must be:
  • New and Unused: The item must show no signs of wear, use, or washing.
  • In Original Condition: The item must be in the same condition you received it, with all original tags and packaging intact.
• Items Not Eligible: Any item that is used, washed, damaged, or not in its original condition will not be eligible for a refund or exchange. After 30 days from the delivery date, all sales are considered final, and we can no longer accept returns or exchanges.

2. Made-to-Order Products & Customer Errors

Because every product we create is made-to-order specifically for you, we generally cannot accept returns or offer refunds due to customer error. This includes, but is not limited to:

• Incorrect size, color, or design selected by the customer.
• Spelling errors or incorrect information provided by the customer for customized products.

We strongly advise you to consult our sizing charts and double-check all order details for accuracy before finalizing your purchase.

3. Defective, Damaged, or Incorrect Items

If your order arrives with a defect from our end, we will gladly provide a replacement at no cost to you. This policy covers:

• Product Flaws: Significant defects such as tears, holes, or faulty stitching.
• Poor Quality: Blurry, faded, or incorrect printing.
• Incorrect Item: You received a different size, color, design, or product than what you ordered.

Procedure for Defective Items:

1. Contact Us Promptly: Within the 30-day window, please email our support team at support@wexhome.com.
2. Provide Details: In your email, include:
   • Your full name and order number.
   • A clear description of the issue.
   • Photographic Evidence: Attach clear photos of the entire product and close-up shots of the specific defect or error. This is mandatory for our team to process your claim.
3. Await Review: Our customer service team will review your claim. Please do not send the item back unless specifically instructed to do so.
4. Resolution: If your claim is approved, we will arrange for a free replacement of the exact same item to be sent to you.

4. The Refund Process (For Approved Returns)

For the rare instances where a return is approved for a reason other than a product defect, the following process applies:

1. Obtain Return Authorization: You must contact us at support@wexhome.com to have your return approved. If approved, we will provide you with the correct return address and any necessary instructions.
2. Customer Responsibility for Shipping: You will be responsible for paying for your own shipping costs to return the item. These costs are non-refundable. We recommend using a trackable shipping service, as we cannot be held responsible for returns lost in transit.
3. Inspection: Once we receive your returned item, it will be inspected to ensure it meets the eligibility requirements (new, unused, original condition).
4. Refund Issuance: If the return is approved after inspection, a refund will be issued to your original method of payment. Please allow 3-5 business days for the refund to appear in your account after your return has been processed.

Unauthorized Returns: Any items sent back to us without prior authorization will not be eligible for a refund or replacement and will be forfeited.

5. Sale Items

Only regular-priced items may be refunded. All items marked as “Sale” or purchased using a discount code are considered final sale and are not eligible for returns, exchanges, or refunds.

6. Order Cancellations & Modifications

Due to our automated, made-to-order production system, orders are processed quickly.

• Timeframe: You may request a cancellation or modification only within 2 hours of placing your order.
• Procedure: To make a request, send an email immediately to support@wexhome.com with your order number and the specific changes required.
• Cancellation Fee: Please be advised that all approved cancellations are subject to a 20% management and transaction fee, which will be deducted from your refund amount.
• After 2 Hours: Once this 2-hour window has passed, the order is locked for production and can no longer be canceled or changed.

7. Delivery Issues & Lost Packages

If your tracking number shows that your package has been delivered but you have not received it, we recommend you take the following steps:

1. Check with other members of your household or neighbors who may have accepted the package on your behalf.
2. Look around the delivery area (e.g., front porch, back door, with the receptionist).
3. Contact the local post office or the specific shipping courier with your tracking number for direct assistance.

Once a package is successfully marked as delivered by the courier to the address provided in your order, our responsibility for the item ends. We cannot process refunds or replacements for items confirmed as delivered.

Contact Us For any questions regarding our policy, please do not hesitate to contact us.

• Email: support@wexhome.com
• Head Office: 14 Phan Ton Street, Da Kao Ward, District 1, HCMC 700000, VN
• USA Address: 68 E5 Cesar Chavez St, Austin, TX 78701, USA

By completing a purchase with Wexhome, you acknowledge that you have read, understood, and agree to all the terms outlined in this policy.