REFUND & RETURN POLICY

At Wilto, we want customers to receive the product they ordered in good condition. Please read this policy before placing an order.

Damaged, Defective, Incorrect, or Incomplete Items

If your item arrives:

• damaged;
• defective;
• materially different from what you ordered;
• with the wrong product; or
• with important parts or components missing,

please contact us at contact@wilto.shop within 15 days of delivery.

Please include:

• your order number;
• a description of the problem;
• clear photos and/or video showing the issue; and
• photos of the packaging or shipping label if relevant.

Providing this information helps us review the issue and offer an appropriate resolution.

Replacement Policy

For an eligible damaged, defective, incorrect, or incomplete product, our preferred resolution is to provide a replacement at no additional product cost.

Depending on the circumstances, we may:

• send a complete replacement;
• replace the affected part or component;
• provide another appropriate resolution; or
• issue a refund where a replacement is unavailable, impractical, or required by applicable law.

We may not always require the damaged or defective product to be physically returned.

If a return is required, do not send the product to any address without contacting us first. The appropriate return destination may depend on the product, order, and fulfillment location.

We will provide the applicable instructions after reviewing your request.

Change-of-Mind Returns

Wilto does not generally accept returns or refunds when a product is delivered correctly and is not damaged or defective simply because the customer changes their mind, no longer wants the item, ordered the wrong option, or no longer needs it.

Please carefully review product descriptions, specifications, dimensions, compatibility information, colors, sizes, and other details before ordering.

This restriction does not limit any non-waivable consumer rights available to you under applicable law.

In limited circumstances, Wilto may choose to authorize a return for a non-defective product as a customer-service exception.

If such a return is specifically approved:

• the customer may be responsible for return shipping;
• the item must generally be unused and in substantially original condition;
• original packaging may be required where reasonably possible;
• original shipping charges may be non-refundable where permitted by law; and
• the customer must follow the return instructions provided by Wilto.

Authorization must be obtained before sending anything back.

Items That Cannot Normally Be Returned

Unless required by applicable law, we may decline returns for:

• products damaged through misuse, neglect, accidents, improper installation, or unauthorized modification;
• products showing substantial use or wear unrelated to an original defect;
• products returned without authorization;
• personalized or custom-made products;
• opened hygiene-sensitive products where resale would not be appropriate;
• gift cards or similar non-physical value products; and
• non-defective items marked as final sale.

Defective or incorrectly supplied products remain subject to applicable consumer protections regardless of final-sale labeling.

Order Cancellations

If you want to cancel an order, contact contact@wilto.shop as soon as possible, preferably within 12 hours of placing the order.

We will attempt to stop the order before processing or fulfillment begins.

However, submitting a cancellation request within 12 hours does not guarantee cancellation. Some orders can enter processing or fulfillment quickly.

Once an order has entered fulfillment, has been dispatched, or can no longer reasonably be stopped, cancellation may no longer be possible.

If we successfully cancel an order before fulfillment, any applicable refund will be returned to the original payment method.

If Wilto is unable to ship an order within a promised shipping timeframe, customers will receive the options required by applicable law, which may include accepting a delay or cancelling for a refund.

Refunds

Where a refund is approved, it will generally be issued to the original payment method used for the purchase.

After we issue a refund, additional processing time may be required by your bank, card issuer, payment provider, or financial institution.

Wilto does not control those external processing times.

Unauthorized Returns

Please do not return products to the business location displayed on our website unless Wilto specifically instructs you to do so.

Products may be fulfilled from different locations, so the appropriate return destination can vary.

Wilto is not responsible for products sent to an unauthorized return address where permitted by applicable law.

Consumer Rights

Nothing in this policy is intended to limit rights that cannot legally be excluded or restricted under applicable consumer protection laws.

Contact

For returns, replacements, damaged products, or refund questions:

Email: contact@wilto.shop

We aim to respond to customer-support requests within 24 hours.