Refund Policy

Last Updated: [19/05/2026]

At The Wonder Whale, we strive to ensure that every order arrives in the best possible condition. This Refund Policy outlines the conditions applicable to returns, replacements, refunds, and related requests made through our website and online store.

Throughout this Refund Policy, the terms "The Wonder Whale", "we", "our", and "us" refer to The Wonder Whale, while "you", "your", "customer", and "user" refer to any individual purchasing products from our website.

1. Eligibility for Returns, Replacements & Refunds

Return, replacement, or refund requests will only be considered for products received in a damaged, defective, incorrect, incomplete, or materially different condition from what was ordered.

Requests based on personal preference, change of mind, dislike of design, colour preference, accidental ordering, delayed purchase decisions, or reasons unrelated to product condition may not qualify for returns or refunds.

All requests must be raised within 5 days from the date of delivery.

Products must remain unused, unwashed, undamaged, and returned in original packaging with tags, inserts, and accompanying materials wherever applicable.

2. Mandatory Unboxing Video Requirement

For damaged, defective, incorrect, missing, or incomplete order claims, a clear and continuous unboxing video recorded from the moment the sealed package is opened is required for verification purposes.

The video should clearly capture:

The sealed package before opening
Shipping label details
Package condition
Products received inside the package

Claims relating to missing items, damaged products, incorrect products, or incomplete orders submitted without an unedited unboxing video may not be eligible for review or approval.

3. Non-Returnable Products

Returns, replacements, or refunds shall not apply to:

Personalized or customized products
Limited edition products
Gift bundles
Products purchased during promotional sales or special offers
Products showing signs of use
Products damaged after delivery
Products returned without original packaging or accessories

4. Product Variations

Minor differences in colour, print placement, illustrations, packaging, dimensions, or appearance resulting from photography, display settings, printing processes, or manufacturing variations shall not be considered defects and shall not qualify for returns, replacements, or refunds.

5. Return Shipping Charges

Where a return request is approved for reasons other than an error by The Wonder Whale, return shipping costs, reverse pickup charges, handling fees, and related service charges shall be borne by the customer.

Shipping fees, convenience charges, COD charges, and service-related fees are non-refundable.

6. Incorrect Address, Delivery Failure & Refused Deliveries

Customers are responsible for providing complete and accurate shipping information at the time of placing an order.

Additional shipping, handling, or re-delivery charges may apply where orders are returned due to:

incorrect addresses, incomplete information, customer unavailability, failed delivery attempts, or refusal to accept delivery.

7. Refund Processing

Approved refunds will be processed through the original payment method used at the time of purchase wherever applicable. Refund processing timelines may vary depending on banks, payment providers, and financial institutions.

8. Right to Refuse Requests

The Wonder Whale reserves the right to refuse return, replacement, exchange, or refund requests in cases involving misuse of policy terms, suspicious activity, excessive return behaviour, or non-compliance with this Refund Policy.