Return and Exchange Policy

This Return and Exchange Policy outlines the conditions, processes, and responsibilities for returning or exchanging products. Users are encouraged to review this policy before initiating a request.

1. Validity Period for Returns and Exchanges

Returns or exchange requests must be submitted within 30 days of receipt of the product.
Requests made after this period may not be accepted.

2. Conditions for Returns and Exchanges

Products may be eligible for return or exchange in the following cases:

• The item has visible damage or manufacturing defects.

• The product is significantly different from its description, including serious color variation or odor.

• Wrong product received or quantity discrepancy.

• Items that are unused, in original condition, and with packaging intact.

• Other situations where the request aligns with policy guidelines, as assessed by support.

3. Return Process

1. Contact customer support via email or phone, providing:

   • Order number

   • Payment information

   • Reason for return

   • Photos or videos illustrating the issue

2. The support team will review the request and provide a return address if approved.

3. Users are responsible for returning the item to the provided address and waiting for it to be received.

4. Upon receiving the returned product, the item will be inspected to verify the reported issue. If approved, the refund will be processed according to the Refund Policy.

4. Exchange Process

• Contact customer support via email or phone, providing the same details as for a return.

• Approved exchange requests will be provided with a return address.

• Users send the original item back for verification.

• Once received and inspected, a replacement product will be dispatched within 1–3 business days.

• Estimated shipping time for exchanged items is 5–10 business days, depending on the destination and logistics carrier.

• For details on transit and tracking, refer to the Shipping Policy.

5. Refund Details

Refunds are processed to the original payment method (Visa or MasterCard).
Estimated time for funds to appear in the user’s account is 3–7 business days, depending on the card issuer.
If a refund does not appear within this period, users should contact support for assistance.

6. Shipping Costs

• If the return or exchange is due to product damage, defects, wrong items, or significant discrepancies, the shipping cost is covered by the store.

• For unconditional returns (no defect or error), the shipping cost is borne by the user.

7. Responsibility Statement

• Users should check products upon receipt and report issues promptly.

• The store is not responsible for delays, loss, or damage during the return shipping process by third-party carriers.

• Accurate delivery information provided by the user affects the efficiency of the return or exchange process.

8. Contact Information

For return or exchange inquiries:

Address: 134 Estates St, Livermore, CA 94550-3302, US
Phone: +1 (747) 345-8057
Email: globalhelp@woodnestle.com

Business Hours (Australian Time):Monday to Saturday  08:00 – 11:30-14:00 – 17:30