Refund policy
RETURN AND REFUND POLICY
Last updated: August 17, 2026
Thank you for shopping with Wickora.
We want every order to arrive correctly and in good condition. This policy explains your rights and the conditions applicable to returns, refunds, cancellations, damaged products and incorrect orders.
CONTACT
For all return, refund or order-related requests, contact:
infowickora@gmail.com
Please include your order number and the email address used when placing your order.
1. EU STATUTORY RIGHT OF WITHDRAWAL
If you are a consumer located in the European Union or another jurisdiction that provides a mandatory statutory right of withdrawal, you may withdraw from your purchase within the legally applicable withdrawal period.
For EU consumers, the withdrawal period is 14 calendar days from the day you, or a third party designated by you other than the carrier, receives the goods.
You do not need to provide a reason for exercising your statutory right of withdrawal.
To exercise this right, you must notify us clearly by email at infowickora@gmail.com before the withdrawal period expires.
After notifying us, the goods must be returned within the period required by applicable law.
2. CHANGE-OF-MIND RETURN SHIPPING
Unless applicable law requires otherwise, customers exercising a change-of-mind or statutory withdrawal return are responsible for the direct cost of returning the goods to the return address provided by Wickora.
We do not provide prepaid return labels for change-of-mind returns.
Do not return products to the address shown on the original parcel unless we specifically instruct you to do so.
Returns sent without following the return instructions may experience significant processing delays.
3. CONDITION OF RETURNED PRODUCTS
Customers are responsible for taking reasonable care of products while they are in their possession.
Products should be returned complete and with all original components, accessories, remote controls, wands, hanging materials, instructions and other items supplied with the order.
Original packaging should be included whenever reasonably possible.
For statutory returns, you may inspect the product only to the extent reasonably necessary to determine its nature, characteristics and functioning.
Where permitted by applicable law, we reserve the right to reduce the refund to reflect any loss in value resulting from handling beyond what is necessary to inspect the product.
Examples may include damage, missing accessories, excessive signs of use, contamination, modification or damage caused during improper handling.
4. NON-EU CHANGE-OF-MIND RETURNS
For customers outside jurisdictions where a mandatory right of withdrawal applies, Wickora does not accept change-of-mind returns unless we expressly agree otherwise in writing.
This does not affect any mandatory consumer rights available under the laws applicable to you.
5. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
If your order arrives damaged, defective or materially different from what you ordered, contact infowickora@gmail.com as soon as reasonably possible.
To help us investigate the issue, we may request:
- your order number;
- photographs of the item;
- photographs of the packaging;
- a short video showing the defect where reasonably necessary; and
- any other information reasonably required to verify the problem.
Where the product is legally considered defective or non-conforming, we will provide the remedy required under applicable consumer law.
Depending on the circumstances, this may include repair, replacement, price reduction or refund.
Where we are legally responsible for the defect, the customer will not be required to bear return shipping costs that applicable law requires the seller to pay.
6. MINOR COSMETIC VARIATIONS
Minor differences in colour, brightness, finish, texture or appearance caused by lighting, screen settings, production tolerances or photography do not automatically constitute a defect where the product remains materially consistent with its description and advertised characteristics.
This clause does not limit your statutory rights where the product does not conform to the contract.
7. REFUNDS
Approved refunds will normally be issued to the original payment method.
For statutory withdrawals, refunds will be processed within the timeframe required by applicable law.
Where permitted by law, we may withhold the refund until we have received the returned goods or you provide satisfactory evidence that the goods have been returned, whichever occurs first.
Where required by applicable law, the refund will include the standard outbound delivery cost originally paid by the customer.
Any additional cost resulting from choosing a delivery method more expensive than our standard delivery option is non-refundable to the extent permitted by law.
Banks and payment providers may require additional time to display the refund after we have issued it.
8. ORDER CANCELLATIONS
Orders enter processing shortly after they are placed.
If you wish to cancel an order, contact infowickora@gmail.com immediately.
We cannot guarantee that an order can be stopped once fulfillment or shipment has begun.
If an order has already been dispatched, any applicable return or statutory withdrawal procedure will apply.
Nothing in this section limits any mandatory cancellation or withdrawal rights provided by applicable law.
9. INCORRECT OR INCOMPLETE SHIPPING INFORMATION
Customers are responsible for providing complete and accurate shipping information at checkout.
Please contact us immediately if you notice an error.
We cannot guarantee that an address can be changed once fulfillment has begun.
Where permitted by law, customers may be responsible for reasonable additional costs resulting directly from an incorrect or incomplete address provided by the customer, failed delivery caused by the customer, or an unjustified refusal to accept delivery.
10. UNCLAIMED OR REFUSED PACKAGES
Failure to collect a parcel or refusal of delivery does not automatically entitle the customer to an immediate refund.
Where a parcel is returned to us or our fulfillment partner, we will assess the order in accordance with applicable consumer law.
Where permitted by law, reasonable additional shipping or return costs caused by an unclaimed or improperly refused shipment may be deducted from any amount otherwise refundable.
11. LOST OR DELAYED SHIPMENTS
A shipment being delayed does not automatically mean it is lost.
We may request that the carrier complete an investigation before a shipment is considered lost.
If the shipment is confirmed lost and Wickora is legally responsible for the delivery, we will provide an appropriate remedy.
12. CHARGEBACKS
We encourage customers to contact infowickora@gmail.com before initiating a payment dispute so that we have an opportunity to resolve the issue.
Fraudulent or knowingly false chargebacks may be contested using order records, tracking information, correspondence and other evidence available to us.
This does not restrict a customer's lawful right to dispute an unauthorized or improperly processed transaction.
13. MANDATORY CONSUMER RIGHTS
Nothing in this policy excludes, restricts or overrides any consumer right that cannot legally be excluded under applicable law.