Refund policy

 Last updated: September 28, 2026

At Wachford, we want you to be satisfied with your purchase. This Returns & Refund Policy explains when products may be returned, exchanged, replaced, or refunded.

1. 60-Day Return Guarantee

Wachford offers a 60-day return guarantee on eligible products.

You may request a return within 60 days from the date you receive your order.

To request a return, contact:

help@wachford.com

Please include:

• Your full name

• Your order number

• The email address used for your order

• The product you wish to return

• The reason for the return

After your request has been reviewed, we will provide the applicable return instructions and return address.

Do not send products to any business or registered company address unless our customer support team has specifically instructed you to do so. Products sent without authorization may not be accepted or processed.

2. Return Conditions

To qualify for our 60-day return guarantee, the returned product must be in a condition reasonably consistent with normal inspection and handling.

You may inspect and try the product to determine its nature, characteristics, fit, and functionality.

Products showing excessive use, intentional damage, misuse, unauthorized modification, or damage unrelated to normal inspection may not qualify for a full refund.

Where reasonably possible, please return the product together with:

• Original packaging

• Accessories

• Tags or labels

• Protective materials

• Any other items originally supplied with the product

We reserve the right, where permitted by applicable law, to make a reasonable deduction from a refund if the product has lost value as a result of handling beyond what would reasonably be necessary to inspect it.

3. Return Shipping Costs

For returns made because you changed your mind or no longer want the product, the customer is generally responsible for the direct cost of returning the product.

We recommend using a tracked shipping service and keeping your shipping receipt and tracking information until your return has been completed.

If the product you received is defective, damaged, incorrect, or materially different from what you ordered, we will provide an appropriate solution and will cover reasonable return shipping costs where required by applicable law or where we determine that a return is necessary.

4. Damaged, Defective, or Incorrect Products

Please inspect your order after delivery.

If your product arrives:

• Damaged

• Defective

• Incorrect

• Missing significant components

• Materially different from the product ordered

contact us at help@wachford.com as soon as reasonably possible.

Please provide:

• Your order number

• A description of the issue

• Clear photographs or video showing the problem where reasonably necessary

Depending on the circumstances, we may provide an appropriate remedy, including:

• Replacement

• Repair, where appropriate

• Sending the correct product

• Partial refund

• Full refund

The appropriate remedy will depend on the nature of the issue, product availability, and any rights available to you under applicable consumer law.

5. Refunds

Once an eligible returned product has been received and inspected, we will notify you whether the return has been approved.

If approved, the applicable refund will be processed to the original payment method unless another refund method has been expressly agreed.

After a refund is issued, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.

Any processing time controlled by your bank, card issuer, or payment provider is outside our control.

Unless required otherwise by applicable law, original expedited, express, priority, or other upgraded shipping charges are not refundable when a customer returns an otherwise correctly supplied product because they changed their mind.

6. Exchanges

If you would like to exchange an eligible product, contact:

help@wachford.com

Exchange availability depends on current inventory.

If the requested replacement product or variant is unavailable, we may offer another available option or process a refund where appropriate.

7. Orders Returned to Sender

An order may be returned to the sender for reasons including:

• An incorrect or incomplete delivery address

• Failure to collect the parcel

• Repeated unsuccessful delivery attempts

• Refusal of delivery

• Other circumstances attributable to the recipient

If this happens, please contact help@wachford.com

Where permitted by applicable law, we may require payment of reasonable additional shipping costs before resending an order when the return was caused by incorrect information supplied by the customer or failure to accept or collect the shipment.

If a refund is requested instead, reasonable shipping or return costs may be deducted where permitted by applicable law.

8. Refused Deliveries

Refusing delivery does not automatically guarantee a refund.

If you wish to cancel or return an order, we strongly recommend contacting help@wachford.com so that the return can be handled properly.

If a parcel is refused without prior authorization, we may need to wait until the parcel has been returned to and processed by the appropriate return facility before issuing any applicable refund.

9. Non-Returnable or Non-Refundable Products

Subject to applicable consumer law, our voluntary 60-day return guarantee may not cover:

• Products damaged through misuse, accident, neglect, or improper care

• Products altered or modified after delivery

• Products showing excessive wear or use beyond reasonable inspection

• Products returned without all substantial components originally supplied

• Products returned more than 60 days after delivery

• Products otherwise specifically identified as non-returnable before purchase, where permitted by law

This section does not limit any mandatory rights you may have in relation to defective, damaged, incorrectly supplied, or non-conforming goods.

10. Order Cancellations

If you wish to cancel or modify an order, contact us as soon as possible at:

help@wachford.com

We will make reasonable efforts to accommodate cancellation or modification requests.

However, orders may enter processing or shipping shortly after they are placed. Once an order has been processed or dispatched, we may be unable to cancel it.

If the order has already been dispatched, you may request a return after receiving it in accordance with this policy.

11. Consumer Rights and Applicable Law

This Returns & Refund Policy is intended to operate in accordance with the laws of the Hong Kong Special Administrative Region.

Nothing in this policy is intended to exclude, restrict, or limit any consumer right or remedy that cannot lawfully be excluded or restricted.

Because Wachford sells internationally, customers may also benefit from mandatory consumer protections applicable in the country or jurisdiction in which they reside.

Where any mandatory consumer protection law gives you rights that are more favorable than the provisions of this voluntary Returns & Refund Policy, those mandatory rights will apply to the extent required by law.

Our voluntary 60-day return guarantee is provided in addition to any mandatory legal rights that may apply.

12. Fraudulent or Abusive Return Requests

We reserve the right to investigate return or refund requests where there is reasonable evidence of fraud, abuse, manipulation, or misuse of our return process.

Examples may include:

• Returning a different product from the one purchased

• Deliberately damaging a product

• Falsely claiming that an order was not received

• Providing false or manipulated evidence

• Repeatedly abusing our return policy

We may refuse a voluntary return or refund where we reasonably determine that a request is fraudulent or abusive, to the extent permitted by applicable law.

This does not limit legitimate consumer rights relating to defective or non-conforming goods.

13. Contact Us

For questions regarding returns, refunds, exchanges, damaged products, or other order-related issues, contact:

Email: help@wachford.com