Refund & Return Policy

LAST UPDATE: February 13, 2026

This Refund & Return Policy outlines how WEE handles cancellations, refunds, returns, and order issues for all online shopping (for custom import concierge), stationery supply (for smartstart stationery solutions), logistics & delivery coordination, and document & branding services. Our goal is to maintain transparency, fairness, and trust while ensuring smooth service delivery.

Custom Import Concierge (Online Shipping Expert)

WEE acts as a facilitator, not the seller or manufacturer. All items are purchased on behalf of the customer from third‑party suppliers.

Once WEE places an order with a supplier, refunds are subject to the supplier’s own return and refund policy.
If the supplier accepts returns or cancellations, WEE will assist in coordinating the process.
Any restocking fees, return shipping costs, or supplier penalties will be the responsibility of the customer.
WEE’s service fee for online shopping is non‑refundable, as the service is completed once the order is placed.

Custom, Special‑Order, or Non‑Returnable Items

Some items cannot be returned or refunded due to supplier restrictions. These include:

Custom or personalized items
Perishable goods
Items marked “final sale” or “non‑returnable” by the supplier
Items that cannot be returned for hygiene or safety reasons

WEE will always inform customers when an item falls into one of these categories before purchase.

SmartStart Stationery Solutions

For stationery procured by WEE:

Returns are accepted within 7 days of delivery if the item is unused, unopened, and in its original packaging.
Refunds are issued after the item is inspected and approved.
Delivery fees are non‑refundable.
Items damaged due to misuse or improper handling are not eligible for return.

Document & Branding Solutions

For administrative or document support services:

Refunds are available only if the service has not yet begun.
Once work has started, partial refunds may be considered based on the percentage of work completed.
Completed services are non‑refundable.

Logistics & Delivery Coordination

Delivery Methods:

WEE Delivery Personnel — Used for standard size packages, local deliveries, and when internal staff are available.
Third‑Party Couriers — Used for oversized or heavy packages, long‑distance deliveries, or when internal delivery personnel are unavailable.
Customers will be informed of the delivery method before dispatch.

Delivery Delays:

Delays caused by third‑party couriers, customs, weather conditions, or supplier‑related issues are not eligible for refunds, as these are outside WEE’s control.
If a delay is caused by WEE’s internal delivery team, we will work to resolve the issue promptly and may offer compensation or redelivery at our discretion.

Address Accuracy:

If WEE makes an administrative error (such as entering an incorrect delivery address), WEE will cover the cost of correction or redelivery.
If the customer provides incorrect or incomplete delivery information, any additional fees, delays, or redelivery costs will be the customer’s responsibility.

Delivery Confirmation:

Deliveries completed by WEE personnel will include confirmation via photo, signature, or timestamped delivery record.
Deliveries handled by third‑party couriers will follow the courier’s confirmation process.

Damaged, Incorrect, or Missing Items

If an item arrives damaged, incorrect, or incomplete:

Notify WEE within 48 hours of delivery.
Provide photos or documentation so we can file a claim with the supplier or courier.
WEE will assist in securing a replacement, refund, or resolution based on the supplier’s policies.

Processing Time for Refunds

Once approved, refunds are processed within:

3–7 business days for WEE service fees
7–21 business days for supplier‑issued refunds (varies by vendor and payment method)

Refunds will be issued to the original payment method unless otherwise stated.