Refund policy

Effective Date: September 1, 2025

At wingora.top, operated by Alfa Tech Consulting Engineers, Inc., we are committed to delivering products that enhance the comfort, safety, and happiness of pets. We understand that shopping online requires trust, and as such, our Return and Refund Policy is designed to provide transparency, fairness, and clarity. This document outlines your rights as a customer, the conditions under which returns and refunds are accepted, and the process for resolving order-related concerns.

General Eligibility for Returns

Customers may request a return for most items within 30 days of delivery. To qualify for a return:

  • The product must be unused, unwashed, and in its original condition.

  • All original packaging, labels, and inserts must be included.

  • Proof of purchase (such as the order confirmation email or receipt) must be provided.

Items that are returned without prior authorization, or that do not meet these conditions, may be declined.

Non-Returnable Items

Certain items cannot be returned due to safety and hygiene considerations:

  • Customized or personalized pet beds.

  • Final-sale or clearance items.

  • Products showing excessive wear, misuse, or damage caused by the customer.

  • Items returned after the 30-day window.

These restrictions are in place to ensure product safety for all customers.

Return Authorization Process

  1. Contact us at service@wingora.top with your order number, description of the issue, and photos if applicable.

  2. Our support team will review the request and provide a Return Merchandise Authorization (RMA) if approved.

  3. The product must be shipped back within 7 days of receiving the RMA, using a traceable shipping service.

  4. Customers are responsible for return shipping costs unless the product is defective, damaged, or incorrect.

Refund Processing

Refunds are issued to the original payment method once the returned product has been inspected and approved.

  • Standard processing time: 5–10 business days after receipt.

  • Refund amounts will exclude original shipping fees unless the return is due to our error.

  • Customers will receive a confirmation email once the refund is processed.

Exchanges

If you prefer a replacement item (e.g., different size or color), please indicate this in your return request. Exchanges are subject to product availability. If the item is not available, a refund will be issued.

Damaged or Defective Items

If your order arrives damaged or contains defects, please notify us within 7 days of delivery. Provide clear photos of the issue to help us resolve the matter quickly. Depending on the case, we may offer:

  • A replacement item shipped at no additional cost.

  • A full refund, including shipping fees.

  • A store credit for future purchases.

Order Cancellations

Orders can only be canceled within 12 hours of placement. After this window, we cannot guarantee cancellation as the order may already be processed or shipped. If shipment has occurred, the standard return procedure will apply.

Late or Missing Refunds

If you have not received a refund within the expected time frame:

  1. Re-check your bank account or payment service.

  2. Contact your credit card company or bank, as processing delays are sometimes outside our control.

  3. If the issue persists, contact us at service@wingora.top with your order details.

International Orders

For international customers, please note:

  • Return shipping costs may be higher and are the customer’s responsibility.

  • Customs duties, taxes, or import fees are non-refundable.

  • Delivery timelines for exchanges or replacements may vary.

Policy Adjustments

We reserve the right to update this Return and Refund Policy as needed to reflect business growth, compliance with laws, or changes in shipping/return logistics. The updated version will always be published on our website with the effective date.

Commitment to Customer Satisfaction

At wingora.top, our goal is not only to sell products but to create a reliable experience that meets customer expectations. We are committed to handling every return or refund request with integrity, empathy, and efficiency.