On this page we have provided a detailed explanation on what our Returns & Refunds and Cancellations policies are, as well as a detailed explanation on how the Exquisite Wallets Money Back Guarantee protects you and your purchased products.
Please read the contents of this page carefully – by placing an order through our website and finalising payment, all customers Accept and Agree to and are bound by the terms outlined on this page and in our FAQ and Terms of Service pages.
The Exquisite Wallets Money Back Guarantee is designed to ensure a safe, secure and hassle-free online international shopping experience for all visitors to our website and storefront. All successfully completed transactions that meet the requirements listed below are automatically included in and protected under both sections of our Money Back Guarantee.
The Exquisite Wallets Money Back Guarantee ONLY APPLIES to purchases that meet these requirements:
- The purchase was made directly via our website storefront and through our Checkout page.
- All necessary transaction details – verified Billing Address and Shipping Address, as well as verified customer email and phone number were provided properly and in full during Checkout.
- The transaction was successfully processed by our payment processor PayPal and funds from the transaction deposited into our payment account with no issues related to payment fraud prevention.
For more information on how we handle Payments please visit our FAQ Page. For information on Returns or Cancellations and why we may sometimes refuse your order and issue a full refund after payment was successfully completed please scroll further down this page to our Returns Policy and Cancellations Policy sections.
The Money Back Guarantee is split into Two sections:
- On-time Delivery Guarantee ( 45 days after order Shipment Date ) – if the Tracking number for your order does not confirm delivery within 45 days of the order shipped date you are eligible to request a full refund for your order. If at any point during our On-time Delivery Guarantee your tracking information shows that your item was lost in transit you are also eligible to request a full refund or a free reshipment for your order.
The On-time Delivery Guarantee does not apply if the delay with delivery was caused by buyer error or negligence ( such as providing an incomplete / inaccurate shipping address or not collecting the package from their local post office if collection is required ); or circumstances outside the control of Exquisite Wallets or our shipping partners ( such as package held / seized by / returned by customs ; postal service strikes ; natural disasters ; political instability etc. )
Note: It is the responsibility of the buyer to frequently check the order Tracking information and report any issue found to us immediately so that we may step in and help.
- Money Back Guarantee for products that are arrive defective / not as described ( 14 days after order Delivery Date ) – if the product you have received has come with a manufacturing defect or is not as described on the product page you are eligible to request a return for a full refund or keep the product and receive a partial or full refund for up to 14 days after your order has been marked delivered in your order Tracking details.
In order to receive a full refund in most cases you will need to return the product back to us first ( please check our Returns Policy below on how to return a purchased product to us ). Please note that return requests due to buyer’s remorse will not be accepted.
If you choose to keep the item you have received you will be eligible to receive a partial or full refund for your order – the refund amount will vary on a case by case basis and will depend on the severity of the product defect or miss match between the product that was advertised and what you have received.
Almost all products on sale in our storefront may be eligible for returns – if a product is not eligible for returns this will be specified in the product page under the ADDITIONAL INFORMATION tab. You may request a return for up to 14 days after your order delivery date.
NOTE: Due to the nature of international shipping we do not accept buyer’s remorse returns – only items that arrive not as described / defective are eligible for returns. Please contact us immediately and include photographic proof if the product you received was not as described / defective.
If you wish to request a Return for your purchased product please ensure that your purchased product is eligible for returns and then send us an email at email@example.com or use our contact form on the Contact Us Page.
Once we accept your Return request we will email you your Return Merchandise Authorisation Number ( RMA Number ) and our Returns Address as well as instructions on how to successfully return your item back to us.
How the Returns process works:
- You have received an item that is not as described / defective and eligible for returns and request a return.
- We accept your return request, provide the RMA Number and Return Address and instructions on packing and shipping your product.
- You ship your product back to us using a trackable mailing service. Covering the cost of return shipping is the responsibility of the buyer.
- Your package is successfully received at the returns center and processed using the RMA Number you have included on the shipping label and in the return package.
- Your refund is issued within 1-2 business days to your original payment method – how long it takes to receive your money back after we issue your refund will depend on your original payment method and PayPal’s policy regarding Refunds.
NOTE: All mailed return packages MUST INCLUDE A TRACKING NUMBER for proof of shipment and your RMA Number MUST BE INCLUDED and visible on your return package shipping label and printed on a piece of paper included in the package itself. This is standard retail practise – the appropriate RMA Number is mandatory in order to identify and correctly process your returned package at the returns center – packages without a tracking number and / or RMA Number will not be accepted and a refund will not be issued.
At Exquisite Wallets we ensure maximum safety of your data and payment by requiring customers to have a registered PayPal account and to log in before their purchase can be completed. These security measures eliminate the need to worry about accidentally paying for an order you did not mean to pay for yet.
What to do if you need to request a cancellation of your order?
We process orders very quickly ( usually within 2 hours or less of receiving payments ) – once processed an order enters the shipping stage and can no longer be cancelled. If you need to request a cancellation for any reason you may do so within 1 hour of payment however please contact us as soon as possible if you wish to do this to ensure that your order has not been processed yet.
NOTE: All order information provided during checkout IS FINAL AND CANNOT BE AMENDED. Please contact us IMMEDIATELY if you have made a mistake during the Checkout process or if you need to request a cancellation for another reason – you will not be covered under our Money Back Guarantee if the information you have supplied during checkout is inaccurate or incomplete and cancellation of your order may not be possible after more than 1 – 2 hours have passed since your payment has been received.
Why was my order cancelled by Exquisite Wallets?
Exquisite Wallets reserves the right to refuse service to any customer and issue a full refund of their purchase / purchases for any reason at our discretion. Reasons for cancellation of a customer order include but are not limited to:
- Cancellation due to Fraud Prevention security checks
- An inaccurate / incomplete Billing or Shipping Address or other customer details were provided
- One or more of the products you have ordered are out of stock / on back order or we have identified an error in the product description / images that may mislead a potential buyer
Cancellations due to unavailable tracking information – at Exquisite Wallets we want to make sure that all of our customers can safely and easily track the package containing their purchased products from beginning to end. In some cases however, tracking information may not be available to the recipients country / state / shipping address for whatever reason ( postal strikes, natural disasters, the local postal service simply does not offer tracking in your area etc. ).
If during the processing of your order we identify that tracking information will not be available for your purchase ( and thus you will lose the ability to track your purchase or be protected under our Money Back Guarantee ) , Exquisite Wallets will immediately cancel your order, issue a full refund of your purchase and notify you by email of the cancellation as well as provide your refund transaction ID.