Refund policy
Return & Refund Policy
At Wiltrue, we want you to be satisfied with your purchase. If you are not completely satisfied with a product, you may be eligible to return it in accordance with the policy below.
1. 30-Day Return Policy
You may request a return within 30 days of the delivery date.
To be eligible for a return, the product must be in reasonable condition and include the original accessories and included items, when applicable.
2. Return Eligibility
We generally accept returns when:
- The return request is made within 30 days of delivery.
- The product is in reasonable condition.
- The original accessories and included items are returned when applicable.
- The product was purchased directly from Wiltrue.com.
We may refuse a return if the product has been intentionally damaged, significantly altered, or misused.
3. Non-Returnable Items
The following items are not eligible for return or refund:
- Gift cards
- Products that have been intentionally damaged or misused.
- Items purchased from third-party retailers or other sellers.
4. Defective or Damaged Products
If your product arrives damaged, defective, or does not function as described, please contact us as soon as possible.
Please provide:
- Your order number
- The product name
- A description of the issue
- Photos or videos showing the problem, when applicable
After reviewing the issue, Wiltrue may provide a replacement, repair, or refund depending on the circumstances.
If the product is confirmed to be defective or damaged upon arrival, Wiltrue will provide appropriate return instructions.
5. 120-Day Warranty
Wiltrue provides a 120-day limited warranty from the delivery date for eligible products purchased directly from Wiltrue.com.
During the warranty period, if a product has a manufacturing defect or fails to function properly under normal intended use, please contact us.
After reviewing the issue, Wiltrue may, at its discretion:
- Repair the product;
- Replace the product with the same or an equivalent product; or
- Provide an appropriate refund or other resolution.
The warranty does not cover damage caused by misuse, abuse, unauthorized modification, accidents, improper use, normal wear and tear, or use contrary to the product instructions.
6. Missing Items or Accessories
If an item or accessory is missing from your order, please contact us with your order number and details of the missing item.
Where appropriate, Wiltrue may send the missing item or accessory without requiring the entire product to be returned.
7. Return Shipping
For returns caused by a change of mind, incorrect purchase, or other reasons not caused by a product defect or Wiltrue error, the customer may be responsible for the return shipping cost.
If a product is confirmed to be defective, damaged upon arrival, or incorrectly shipped by Wiltrue, we will provide appropriate return instructions and may cover the applicable return shipping cost.
8. Refunds
Once your returned product is received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to the original payment method used for the purchase.
For standard returns that are not related to a product defect or Wiltrue error, original shipping charges may be non-refundable.
For products confirmed to be defective, damaged upon arrival, or incorrectly shipped by Wiltrue, applicable original shipping charges may also be refunded.
Please note that the time required for a refund to appear in your account may vary depending on your payment provider or financial institution.
9. Exchanges and Replacements
If your product is defective, damaged, or otherwise qualifies under our warranty or return policy, Wiltrue may provide a replacement product instead of a refund.
Replacement availability may depend on product inventory.
If the same product is unavailable, Wiltrue may offer an equivalent product or another appropriate resolution.
10. Order Cancellation
If you need to cancel an order, please contact Wiltrue as soon as possible.
Orders that have not yet been shipped may be eligible for cancellation.
Once an order has been shipped, cancellation may no longer be possible and the order may need to be handled through our return process.
11. Battery Safety
For products containing rechargeable batteries, including power banks, please stop using the product and contact Wiltrue if you notice:
- Unusual swelling
- Excessive or unusual overheating
- Smoke
- Leakage
- Physical battery damage
- Any other potential battery safety issue
For safety reasons, do not ship a damaged or swollen battery unless Wiltrue has provided specific return instructions.
12. How to Request a Return or Warranty Service
To request a return, refund, replacement, or warranty service, please contact our customer support team with:
- Your order number
- The product name
- The reason for your request
- Photos or videos, if applicable
Please do not send a product back without first contacting Wiltrue and receiving return instructions.
13. Return Address
Returns should only be sent to the return address provided by Wiltrue customer support.
Do not send a return to the company address below unless our customer support team specifically instructs you to do so.
14. Contact Us
If you have questions about returns, refunds, replacements, or warranty service, please contact us:
Wiltrue
Email: support@wujieqh.com
WhatsApp: +1 5187 049 178
Telephone: +1 5187 049 178
Company Address:
Room 1504, Building A5, Songshan Lake International Innovation and Entrepreneurship Community,
Dongguan, Guangdong, China
We will review your request and provide the appropriate next steps.