Returns, Exchanges & Cancellations
Effective date: August 27, 2026
1. Order Changes & Cancellations
You may cancel your order for a full refund at any time before it is handed over to the shipping carrier. Email support@wavenrove.com with your order number as soon as possible. Creating a shipping label does not, by itself, mean that your order has been dispatched.
Changes to items, colours, or delivery details depend on availability and fulfilment status. We will confirm whether a requested change can be made.
Once the parcel has been handed over to the carrier, we cannot guarantee that it can be stopped or redirected. You may use our return procedure after delivery, subject to the applicable conditions. This does not affect your statutory cancellation rights.
2. Our 14-Day Return & Exchange Policy
You may request a return or exchange within 14 calendar days of receiving your order. This is the period for contacting us, not a requirement for our warehouse to receive the parcel within 14 days of delivery. Please send the return within 14 days of notifying us, or within any longer period required by applicable law or agreed with our team. If we are delayed in providing the necessary return instructions, your return period will not be shortened because of that delay.
3. Item Condition
For a change-of-mind return or exchange, items must be unused, unwashed, and in their original condition, with original tags and packaging.
These conditions apply to our woven bags. Items with signs of use, washing, or customer-caused damage are not eligible for change-of-mind returns where such exclusions are permitted by applicable law. Any product-specific exception must be clearly disclosed before purchase and cannot remove your statutory rights.
Gift cards are not covered by this physical-goods return procedure; any rights required by law remain unaffected.
4. Faulty, Damaged, Incorrect or Misdescribed Goods
If there is a problem with your item, contact support@wavenrove.com with your order number and photographs where reasonably available. We will help arrange an appropriate refund or replacement and cover necessary return shipping costs. We will provide a prepaid return label or explain an agreed alternative return arrangement.
The ordinary 14-day window and item-condition requirements do not limit statutory rights relating to faulty, damaged, incorrectly supplied, or misdescribed goods. Opening an item to discover a fault does not automatically remove those rights.
5. Fees & Shipping Costs
- Restocking and administrative fees: $0.
- For eligible change-of-mind returns and exchanges, the customer pays return postage.
- For faulty, damaged, or incorrectly supplied goods, Wavenrove covers necessary return postage.
- We do not retrospectively charge outbound shipping that was originally provided free of charge.
- Refunds of delivery charges are handled in accordance with applicable law, including standard outbound delivery where a statutory cancellation requires it.
- Exchanges depend on stock availability. Contact us for the applicable replacement delivery arrangements and any shipping charge before proceeding. If the requested item is unavailable, you may return an eligible item for a refund instead.
6. How to Start a Return
- Email support@wavenrove.com with your order number, the item, and whether you want a return or a exchange.
- We will provide return instructions and the designated receiving address. Please do not send parcels to our registered office unless we expressly confirm it is the designated return address.
- Keep your proof of postage and tracking information.
Contacting our team for routing instructions does not make your statutory cancellation rights conditional on approval. If a returned item does not meet the ordinary return conditions, we will explain the reason and discuss the next steps rather than automatically disposing of it.
7. Refund Processing
Eligible refunds are issued to the original payment method. We aim to process them within 5–7 business days of receiving and checking the returned goods, or sooner where required by law. Payment providers may take additional time to display the refund. Mandatory consumer rights and refund deadlines take precedence over this policy.
8. Need Help Choosing Your Bag?
Unsure which bag to choose? Email support@wavenrove.com with the product name and any questions about its dimensions or capacity before ordering. If your first order is not suitable, contact us within 14 calendar days of delivery to request a exchange. Items must meet our return conditions, and exchanges are subject to availability. The same return and exchange policy applies to subsequent orders.
Contact
Email: support@wavenrove.com
Support hours: Monday–Friday, 9:00 AM–6:00 PM (GMT+8), excluding public holidays.
We aim to respond within 1–2 business days.