Refund, Return & Exchanges

At Walalos Ltd, we are committed to providing high-quality products and ensuring customer satisfaction. If you are not completely satisfied with your purchase, please review our policy below.

1. Returns

We accept returns under the following conditions:

  • Items must be returned within [14/30] days from the delivery date.
  • Items must be unused, unworn, and in their original packaging with tags attached.
  • Proof of purchase (order confirmation or receipt) must be provided.
  • Palestine Hoodie:
    • This item is non-refundable as all proceeds instantly go to charity.
    • However, it can be exchanged within an extended 30-day period just for this hoodie.
  • Items purchased using limited-time promotional discount codes are non-refundable but can be exchanged for store credit or a different product.
    • (This is to ensure fair use of discount codes and discourage bulk purchases from resellers.)
  • Pre-ordered items are non-refundable but can be exchanged for store credit or a different product.
    • (This is to discourage purchases from resellers taking advantage of pre-orders and early access.)
  • Items purchased on a store sale (not using a discount code) can be refunded, returned, or exchanged for cash, store credit, or an alternative product, as long as they are in their original packaging, tags, and unworn condition.
  • Items marked as final sale, clearance, or personalized cannot be returned.

How to Return an Item

  1. Contact our customer support at walalosclothing@outlook.com to initiate a return.
  2. We will provide you with a return authorization and the return shipping address.
  3. Pack the item securely and send it back using a trackable shipping service provided by our customer services.
  4. Once we receive and inspect the item, we will process your return within [5-7] business days.

Return Shipping:

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect, or other discretionary reasons from customer service agents.
  • We recommend using a trackable service or the service provided when available, as we are not responsible for lost return packages.

2. Exchanges

We accept exchanges under the same conditions as returns. If you need a different size, color, or item:

  • Palestine Hoodie Exchange:
    • While this item is non-refundable, it can be exchanged within an extended 30-day period.
    • Customers must cover return shipping unless the exchange is due to a faulty or incorrect item.
  • Contact us at walalosclothing@outlook.com to check stock availability.
  • Follow the return process, and we will dispatch the exchange once we receive the original item.
  • If the exchange item is out of stock, we will issue a store credit or refund (if applicable).

Exchange Shipping:

  • Customers are responsible for the cost of shipping the item back.
  • We will cover the cost of sending the exchanged item if the request is due to an error on our part (e.g., wrong item sent).

3. Refunds

Refunds are processed to the original payment method once the returned item is received and inspected.

  • Refunds take [5-10] business days to appear in your account, depending on your bank.
  • Shipping fees are non-refundable unless the return is due to a fault on our part.
  • If your return is denied (e.g., worn or damaged items), we will notify you, and you may have the item sent back at your expense.
  • Palestine Hoodie is strictly non-refundable as all proceeds go to charity, but it can be exchanged within an extended 30-day period.
  • Items purchased using limited-time promotional discount codes are non-refundable but can be exchanged for store credit or a different product. (To prevent misuse and discourage bulk purchases from resellers.)
  • Pre-ordered items are non-refundable but can be exchanged for store credit or a different product. (To prevent resellers from exploiting early access.)
  • Items purchased on a store sale (not using a discount code) can be refunded, returned, or exchanged for cash, store credit, or an alternative product, as long as they are in their original packaging, tags, and unworn condition.

4. Faulty or Incorrect Items

If you received a defective, damaged, or incorrect item:

  • Contact us at walalosclothing@outlook.com within [48-72 hours] of delivery with photos of the issue.
  • We will offer a replacement, store credit, or full refund, including return shipping costs.

5. Non-Returnable Items

The following items cannot be returned or exchanged:

  • Personalized/customized products
  • Items marked as "Final Sale" or "Clearance"
  • Underwear, socks, or accessories for hygiene reasons

6. Contact Us

For any return, exchange, or refund inquiries, please contact our support team:

📧 Email: walalosclothing@outlook.com

We appreciate your business and aim to make your shopping experience at Walalos Ltd hassle-free!