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Refund and Returns

Refund and Returns Policy

Last Updated: June 12, 2026

At Wallily, we take pride in the exceptional quality of our products, including home decor, customized gifts, apparel, and jewelry. Our commitment to craftsmanship is unwavering, and we back our products with a 100% Quality Guarantee.

If you receive an item that is defective, damaged, or contains errors caused by us, we will provide a replacement or a full refund at absolutely no cost to you.

1. ORDER CANCELLATION & MODIFICATIONS

Because many of our items are custom-made or personalized, the production process begins shortly after an order is placed.

  • Cancellation Window: If you need to change or cancel your order, you must contact us at info@wallily.com within 12 hours of placing your order.

  • Once the production, customization, or packaging process has begun (after 12 hours), we can no longer cancel or modify the order.

2. RETURN POLICY (NO-RETURN FOR CUSTOMIZED ITEMS)

To reduce environmental waste and streamline our logistics, we do not require you to physically mail items back to us in most cases.

  • Customized & Personalized Items: Due to the bespoke nature of customized products (items with custom names, custom texts, photo uploads, or specific personal designs), we maintain a no-return and no-exchange policy if you simply change your mind or dislike the product based on personal taste.

  • Standard (Non-Customized) Items: For non-customized eligible products, if there is an issue with your order, please do not send your purchase back to the supplier. Contact our support team directly via email for a faster resolution.

3. REFUND & REPLACEMENT POLICY (30-DAY GUARANTEE)

We offer a 30-Day Satisfaction Guarantee for eligible issues. You may request a 100% free replacement or a full refund under the following circumstances:

  1. Damaged or Defective Items: The item arrives broken, damaged during transit, or electronic components (such as LED lights) fail to function upon delivery.

  2. Wrong Item Received: You received an item with the wrong design, color, size, or incorrect customization text that deviates from your original order.

  3. Non-Delivery: You do not receive your product within our guaranteed maximum delivery window of 45 days (excluding customs clearance delays or natural disasters).

This Guarantee Does NOT Apply to the Following:

  • Customer Errors: Incorrect size, style, or color selection made by the customer during checkout. (Please carefully review our size charts displayed on product pages before paying).

  • Typographical Errors by Customer: Spelling mistakes, wrong names, or incorrect dates provided by the customer for customized products.

  • Delivery Issues Caused by Customer: Incorrect or incomplete shipping addresses provided at checkout, parcels stolen post-delivery (“porch piracy”), or parcel delivery refused by the recipient.

  • Events Beyond Our Control: Packages delayed due to postal strikes, extreme weather, natural disasters, or customs inspections.

4. HOW TO CLAIM A REFUND OR REPLACEMENT

All claims must be submitted within 15 days after your order has been delivered (or within 15 days after the 45-day maximum delivery window has expired).

To open a claim, please send an email to info@wallily.com with the following information:

  1. Your Order Number (e.g., #Wallily1234)

  2. The email address used to place the order

  3. A clear photograph or video showing the damage, defect, or wrong item/customization received.

Refund Processing Time: Once your request is reviewed and approved by our support team, your refund will be processed immediately. A credit will automatically be applied to your credit card or original method of payment within 5 to 7 business days (depending on your bank’s processing times).

5. SALE & DISCOUNTED ITEMS

Items purchased during promotional sales or using discount codes are fully protected by our 30-Day Quality Guarantee. If they arrive damaged or defective, you are entitled to the same refund or replacement rights as regular-priced items.

6. CONTACT US

For any questions regarding our Refund and Returns Policy, please reach out to our dedicated support team: