Refund policy


Overview As our products are made-to-order (including the default size options provided on our product pages), we do not support returns or exchanges for non-quality-related reasons.

  • Minor Quality Issues: We provide exchanges (replacement of specific parts).

  • Significant Quality Issues: We provide full returns and refunds.

Damages and Issues

Please inspect your order immediately upon receipt. If the item is defective, damaged, or if you receive the wrong item, contact us instantly so that we may evaluate the issue and make it right.

Non-Returnable Items

Certain types of items cannot be returned, including:

  • Perishable goods: Such as food, flowers, or plants.

  • Custom products: Such as special orders or personalized items.

  • Personal care goods: Such as beauty products.

  • Hazardous materials: Such as flammable liquids or gases.

Please Note: We do not accept returns on gift cards.

Returns

If a product has significant quality defects, we support returns at no shipping cost to you.

 

Return Eligibility

To be eligible for a return, your item must meet the following conditions:

 

  • It must be in the same condition that you received it.

     

  • It must be unused and in its original packaging.

  • You must provide the receipt or proof of purchase.

  • You must provide an unboxing video as evidence of the significant quality issue.

Return Process

  1. Initiate Application: Please contact us at returns@whaleframe.com.

  2. Shipping Address: Authorized returns must be sent to:

    [Room 304, No. 45, Qiaoxi, Anju Leyu, Fuhai Subdistrict, Bao'an District, Shenzhen, Guangdong, China]

  3. Next Steps: If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package.

Note: Items sent back to us without first requesting a return will not be accepted. For any questions regarding returns, please contact us at returns@whaleframe.com.

Exchanges

If a product has minor quality issues, we will ship replacement parts for the defective components free of charge. You will not be responsible for shipping costs.

Exchange Eligibility

To qualify for part replacement/exchange, you must meet the following conditions:

  • Provide the receipt or proof of purchase.

  • Provide an unboxing video as evidence of the minor quality issue.

Exchange Process

  1. Initiate Application: Please contact us at returns@whaleframe.com.

  2. Shipping Address: Replacement parts will be sent to the original shipping address by default. If you need to change the address, please contact us during the application.

  3. Next Steps: Once your exchange request is approved, we will provide you with a tracking number for the replacement parts.

Refund Policy

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not.

  • Approval: If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please note that original shipping fees (if applicable) may be deducted.

  • Processing Time: Please remember it can take some time for your bank or credit card company to process and post the refund.

  • Delayed Refunds: If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at returns@whaleframe.com.