Refund & Replacement Policy

Wefulfil provides a clear and reliable refund and replacement policy to protect your business from avoidable losses.

Our policy covers issues related to shipping delays, lost parcels, damaged goods, and product quality depending on the situation.

This page explains what is covered, how compensation works, and the correct process for submitting a claim.

1. Shipping Delays – Delivery Time Compensation

Wefulfil guarantees stable delivery times across all our core lanes.

If an order exceeds our guaranteed timeframe, we offer the following compensation:

1.1 Delayed Delivery Compensation

This ensures your business is protected from unexpected logistics disruptions.

2. Lost Parcels – Full Compensation

If a parcel is confirmed lost by the carrier or through Wefulfil investigation:

You will receive a 100% full refund or free reshipment.

This compensation includes:

• 100% of the shipping fee, AND

• 100% of the product cost (based on your Wefulfil purchase cost)

This means Wefulfil covers both shipping loss + product value loss, ensuring you do not bear any financial burden for lost shipments.

3. Damaged Parcels – Proof Required

If a parcel arrives damaged due to transportation:

Wefulfil will fully cover the loss if damage is due to packaging or handling issues on our side.

Requirements:

• Provide photo or video evidence showing the damage

• Once confirmed, we will refund or reship within 24 hours

We will also:

• Review the packaging used for this product

• Recommend or upgrade packaging solutions to prevent future issues

• Adjust internal handling procedures if needed

4. Wefulfil-Sourced Product Quality Issues

If the product was purchased through Wefulfil (Wefulfil sourcing):

Any confirmed product quality issue is 100% covered.

Requirements:

• Provide clear photo or video evidence

• Our team will evaluate the problem

• Once confirmed, we will refund or reship within 24 hours

This guarantee is part of our commitment to protecting DTC brands using our sourcing service.

5. How to Submit a Refund or Replacement Request

Wefulfil supports two channels depending on urgency:

5.1 Standard Method (Recommended) – Ticket System

For most refund or replacement cases, please use our Ticket Center.

Steps:

1. Go to your Orders page

2. Select the affected order

3. Click Create Ticket

4. Provide: Order number Issue type Evidence (photos/videos/screenshots) Description of the problem

5. Submit the ticket

⏱ Response Time: Within 24 hours

This method ensures that:

• Your case is tracked

• Assigned to the correct department

• Properly documented

• Resolved efficiently

This is the recommended and fastest way to get a formal resolution.

5.2 Urgent Cases – WhatsApp Project Group

If the issue is time-critical:

• Customer waiting

• Viral product facing immediate complaints

• Urgent delivery exception

• Business-impacting logistics issue

You may contact us directly through your WhatsApp Project Group.

We will:

• Respond immediately

• Provide a temporary or immediate solution

• Give you a clear estimated timeframe if more investigation is required

6. What Issues Are Covered Under This Policy?

✔ Shipping delays

✔ Lost parcels

✔ Damaged parcels

✔ Wefulfil-sourced product defects

✔ Wrong SKU shipped

✔ Warehouse packing errors

7. What Issues Are Not Covered?

❌ Customer-provided wrong shipping address

❌ Customer refusal or failed delivery

❌ Local country customs restrictions or customer-side import issues

❌ Products sourced outside Wefulfil with known quality risks

❌ Normal wear and tear or non-defect claims

(If needed, we can add more exclusions later.)

8. Need Assistance?

For any refund, replacement, or dispute:

• Submit a Ticket for official resolution

• Contact your Account Manager for guidance

• Use your WhatsApp group for urgent matters

Wefulfil is committed to protecting your brand and ensuring your customers receive their orders safely and on time.