Our Commitment to Satisfaction
Online purchases require flexibility and support. Wanpool.com understands that and wishes to create a satisfying and enjoyable shopping experience for you.
Our policies were created to accommodate customer’s needs and address the specific nature of our merchandise.
Our products have a 6 month manufacturer warranty. If the product should require service within the first 6 months of ownership, please contact us and we will provide instructions on how to obtain warranty service. (Please note buyers are responsible for return shipping costs.)
If you can’t find the answer to your questions about our Return and Cancellation Policies on this page, please feel free to visit our Contact Us page for customer service assistance.
General Return and Cancellation Policies
Return Policy
All returned items must be in brand-new condition, unused and with original tags and packaging.
If you aren’t satisfied with your purchase, you may be eligible for a return or exchange depending on your situation and the type of item you purchased. We reserve the right to charge a handling fee on all items returned for non-quality issues.
For products that don’t fall within the Product-Specific policies You may return your item by contacting Customer Service and requesting a return within 7 days of receiving your order.
If we shipped you an incorrect item: You have the option of 1) exchanging it for the correct item, or 2) returning it for a full refund. Customers must confirm their eligibility for an exchange or return with Customer Service before sending items back. In many cases, you have 7 days after receiving your order to contact Customer Service and request a return or exchange. Make sure to read the Product-Specific policies below for more details (when applicable) and exceptions.
If we shipped you an item in the wrong color: You are eligible for a full refund after Customer Service confirms you received the wrong color. Perceived color differences due to the display settings of your computer monitor are not grounds for a refund.
If an item is missing from your order: Contact Customer Service to inform us an item is missing from your order. When we have confirmed that an item was missing, we will offer a full refund of the item price or begin processing a new one for you.
If your package is lost during shipping: Contact Customer Service to inform us you didn't receive your package. Once we confirm with the courier that your package is lost, we will offer a refund or resend your items.
If we shipped you a defective or damaged item: You are eligible for a full refund or exchange. When requesting your refund, please be ready to provide Customer Service photographs clearly showing the problem with the item and its courier number as soon as possible. If you believe your item was damaged during shipping, Customer Service will need photographs showing the damaged packaging as well as "Proof of Damage" documentation to process your exchanging or refund. Alternatively, you can open the item in front of the delivery person and if you find that it was damaged during shipping, you can reject it. LightInTheBox will then ship you a new item immediately.
Beyond the general policies above, we have Product-Specific policies with further details that apply to the following categories: Electronics, Weddings & Events, Faucets, MiniInTheBox Items, Wigs, Makeup, Tattoos and Body Art, Women’s Fashion, Cosplay & Anime Merchandise, Wall Art, Lights, and Curtains.
For information on how to request a return, please refer to individual item web page.
Cancellation Policy
Many orders can be cancelled at no charge up until shipment. When your order ships, you’ll receive an email entitled "Shipment Notification for order#XXXXXXX with wanpool.com." Orders that have already shipped cannot be cancelled and will be treated as returns.
Exceptions: Due to the customized nature of Weddings & Events, Wigs, Women’s Fashion, Wall Art, and Costumes/Anime items, we only allow cancellations within the time frames listed in the Product-Specific policies below. Beyond the time limits, restocking/processing fees may apply to cancellations in these categories even if the order has not shipped. Please see the Product-Specific policies more details.
To cancel an order, please Sign in to My Orders, select the order you need to cancel, and request a cancellation.
For information on how to cancel an order, please contact our customer service.
