Refund policy
At Woorai, we believe that trust and fairness shouldn't have borders. In a world where rules often change depending on your location, our philosophy is simple: to offer the highest standard of service to every single person who puts their trust in us.
Returns
We’ve taken inspiration from the European Union's robust consumer protection laws, and have chosen to adopt these principles as our universal standard. We proudly extend these rights, along with our own 45-day satisfaction guarantee, to every customer, whether you're in Brussels or Boston.
Return Eligibility
To be eligible for a return, your item must meet the following criteria:
- The return request must be made within 45 days of delivery.
- It must be in the same condition that you received it: unused, and free of any signs of wear, damage, stains, or alteration.
- It must be returned with all original components and any accompanying packaging.
How to Start a Return
Please email us at help@woorai.com with your order number and a brief reason for the return. We may request photos to assess the condition of the item before you ship it back. We will then guide you through the process. We will get back to you within 24 business hours.
Return Shipping
Customers are responsible for return shipping costs, unless the item arrived damaged or we made a mistake with your order. We strongly recommend using a trackable shipping service, as we cannot be responsible for items lost in transit.
Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 3-5 business days.
Please note that any item returned with new signs of wear or damage (i.e., damage not reported upon delivery as per the "Damaged Items" policy) will be considered ineligible for a refund and will be shipped back to you.
Exceptions / Non-Returnable Items
Please note that custom and personalized items are specially made for you and cannot be returned unless they arrive damaged or defective. Made to order and pre-order items follow our regular 45-day return policy.
Exchanges
The most efficient way to exchange an item is to return the original product for a full refund and place a new order for your desired item. This ensures you get your new piece as quickly as possible, subject to availability.
Learn more about our shipping policy here.