Refund policy
If there is a problem with your order, you may contact us by using the Returns / Exchanges Form.
Eligibility for a return/exchange
If your item was damaged during transit, please contact us within 7 days of receiving your order. Otherwise, we will assume that the damage occurred after the item was delivered. For all other issues, you have up to 30 days from receiving your item to request a return/exchange/refund.
Requests after 30 days of receiving your item will not be accepted.
To be eligible for a return /exchange, your item must be in the same condition that you received it, unopened, and in its original packaging. You’ll also need the receipt or proof of purchase if you contact us using a different email address than what is recorded in the order details.
To return/exchange an item, please fill out the Returns/Exchanges Form.
If your request is accepted, we’ll send you instructions on how and where to send your item.
Do not send your item to us until we have accepted your Returns Form. Items sent to us without an accepted Returns Form may not be processed for return, exchange, or refund and cannot be sent back without an additional delivery fee.
Damaged during transit
If your item was damaged during transit, please contact us via the Returns/Exchanges Form within 7 days of receiving your order. We will require proof of damage, such as photographs of the item and delivery packaging.
Faulty or incorrect items
If your item is faulty or incorrect, please contact us via the Returns/Exchanges Form within 30 days of receiving your order. We will require a detailed description and photo of the issue.
Product misuse
We cannot accept returns or exchanges for items damaged due to improper use or handling. Products that have been damaged or rendered unusable due to incorrect handling, use of incompatible tools, or failure to follow provided instructions are not eligible for a refund or exchange.
To ensure you get the most from your purchase and avoid any issues, please carefully review all product instructions before use, verify tool compatibility, and follow the usage guidelines.
Change of mind
Please note that we do not offer returns or refunds for cases where you change your mind about your order. If you need to exchange an item for a different design, please contact us within 30 days of receiving your order and we will do our best to accommodate your request.
How to package your return
To ensure that your return will be accepted, please package the item in a rigid box that prevents the item from being squashed. You can use the original box it came in as long as it’s not worn out.
Ensure the item is padded and does not shake around within the box.
The box must be sealed properly so that it does not open up during transit.
Please be advised that we will not accept your return if it becomes damaged due to insufficient packaging.
Refunds
All items must be returned to us before a refund is issued.
Please thoroughly inspect the item(s) as we will only accept products returned to us in their original condition unless we have been given prior notice that an item is faulty.
Shipping fees are non-refundable unless the item purchased is faulty, incorrect or damaged during transit.
We will notify you once we’ve received and inspected your return, and we will inform you if the refund was approved. If approved, you’ll be automatically refunded to your original payment method. Please allow up to 5 business days for the refund to process.
If you have any questions, please don’t hesitate to email us at hello@wilana.com.au. We would like to assist you as much as we can to ensure you have a pleasant experience and enjoy our products.