Refund policy

Refund & Return Policy

At WOONO, customer satisfaction is our highest priority. We align our policies fully with global consumer rights standards and the Singapore Consumer Protection (Fair Trading) Act. We offer a transparent 30-Day Free Return Policy with absolutely no hidden restocking fees.

1. 30-Day Free Return Window

You have exactly 30 calendar days from the date your package was marked as "Delivered" by the carrier service to request a return. Requests submitted after this 30-day window will unfortunately not be eligible for a refund or exchange.

2. Eligibility Criteria for Returns

To qualify for a successful return and full refund, the item must comply with the following parameters:

  • The product must be in its original condition, unused, unwashed, and completely free of any signs of wear, damage, or alteration.
  • The item must be in its original packaging (including all inner protective wraps, boxes, inserts, and manuals).
  • Any promotional items, gifts, or accessories that arrived with the product must be returned concurrently.

3.  Free Returns (No Restocking Fees)

To avoid compliance red flags regarding misrepresentation or hidden consumer penalties:

  • Return Shipping Cost: 100% Free. WOONO will provide a pre-paid return shipping label via email once your return request is officially authorized. Customers are not required to pay for return courier fees.
  • Restocking Fee: $0.00 USD. We do not charge restocking fees, processing fees, or administrative penalties under any circumstances.

4. Step-by-Step Return Process

  1. Initiate Request: Email our support desk at info@woono.shop with your order number, product title, and a clear photograph or video detailing the item and its current packaging condition.
  2. Receive Pre-Paid Label: Upon approval (usually within 24-48 business hours), we will email you a digital pre-paid return shipping label along with explicit drop-off instructions.
  3. Package and Ship: Securely package the item in its original box, affix the pre-paid label to the exterior, and drop it off at the designated Singapore carrier service center within 7 days of authorization.

5. Refund Processing Timeline

Once your returned package is delivered to our inspection facility, it will undergo a standard compliance quality assessment.

  • Inspection Window: Within 2 business days of parcel arrival.
  • Refund Execution: Once approved, your refund will be automatically triggered back to your original payment method.
  • Processing Guarantee: Your refund will be completely processed within 10 Business Days from the date our facility receives the returned item.
  • Currency Note: All refunds are issued in United States Dollars (USD). Please note that banks or credit card issuers may take additional days to post the balance to your account, depending on their individual processing terms.

6. Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon arrival. If the product is defective, damaged, or if you received the incorrect item, notify us instantly at info@woono.shop. For verified transit damages or manufacturer defects, WOONO will issue an immediate priority replacement or full refund, covering all associated logistical costs.

7. Cancellation Policy

Orders can be cancelled free of charge within 12 hours of placement by emailing info@woono.shop. If the order has already been processed and handed over to our shipping carriers, we cannot halt the transit. In such cases, please wait for the item to arrive and then initiate a standard free return through our 30-day window program.

8. Contact & Support

If you have any questions regarding your eligibility or require assistance with an ongoing return, please contact our support desk:

Email: info@woono.shop
Phone: +61(480)801738
Address: Shop 2, 9 Market St, BOX HILL, VIC, 3128, Australia