Refund policy
RETURN & REFUND POLICY
At WILL LIVING CARE, we want you to shop with confidence. Customer satisfaction is important to us, and we are committed to providing a fair and transparent return and refund process.
This Return & Refund Policy applies to orders shipped to customers within the United States of America.
30-Day Return & Refund Policy
We accept eligible return and refund requests within 30 days from the date your order is delivered.
In most cases, you will not be required to physically send the product back to us. To request a return or refund, please contact WILL LIVING CARE Customer Support first. As part of every request, we will require:
- Your order number or proof of purchase; and
- Clear photographs (and video, where applicable) of the item showing its current condition, and of the packaging when relevant.
Requests submitted without the required photographs may experience processing delays or may not be approved. If, in a specific case, we determine that physically returning the item is necessary, we will provide instructions on how and where to send it before you ship anything back.
Damaged, Defective or Incorrect Products
Please inspect your order as soon as it arrives.
If you receive an item that is:
- Damaged during delivery;
- Defective;
- Incorrect; or
- Materially different from what you ordered,
please contact us as soon as reasonably possible after discovering the issue. You will be required to provide your order number and clear photographs (and video, if applicable) showing the problem — this is required in all cases so we can properly evaluate your claim.
After reviewing the claim, we may provide an appropriate remedy, including a replacement, refund, or other solution as required by applicable law. If a physical return is required in a specific case and the issue was caused by our error or a damaged, defective, or incorrect product, WILL LIVING CARE will cover reasonable return shipping costs.
Refunds
Once we receive and review your request (including the required photographs, and a physical return if applicable), we will notify you whether the refund has been approved.
Approved refunds will generally be issued to the original payment method used for the purchase. After a refund is issued, your bank, credit card company, or payment provider may require additional time to process and post the refund to your account.
Shipping charges are generally non-refundable for voluntary returns unless otherwise stated or required by applicable law. If the refund results from an order that we were unable to fulfill or ship as required, applicable shipping and other charges will be refunded as required by law.
Return Shipping Costs
Because most approved return and refund requests are resolved based on the photographs (and video, where applicable) you provide, rather than requiring you to physically send the product back, return shipping costs typically do not apply.
In the limited cases where we determine a physical return is necessary: for returns based solely on customer preference (such as changing your mind or no longer wanting the product), you may be responsible for return shipping costs. For eligible returns involving damaged, defective, or incorrect products caused by us or our fulfillment process, we will cover return shipping costs.
Non-Returnable Items
Certain products may not be eligible for voluntary returns or refunds, including:
- Personalized or custom-made products;
- Gift cards;
- Products marked Final Sale;
- Products that have been used, altered, or damaged after delivery;
- Products that cannot reasonably be resold for health, hygiene, or safety reasons after being opened or used;
- Perishable products, where applicable.
Any product-specific return restrictions will be disclosed where appropriate. Nothing in this section limits rights that cannot legally be waived under applicable federal or state consumer protection laws.
Exchanges
If you would like a different product, size, color, or model, please contact our Customer Support team along with photographs of the original item where applicable. In most cases, you will not need to send the original item back before we arrange a replacement or new order.
Defective or incorrect products may qualify for replacement without additional shipping charges, as applicable.
Order Cancellations
If you wish to cancel your order, please contact us as soon as possible. We will make reasonable efforts to cancel an order before it is processed or shipped. Once an order has been shipped, it generally cannot be canceled and may instead need to be handled through our standard return and refund process above.
Shipping Delays and Unfulfilled Orders
We make reasonable efforts to ship orders within the timeframe communicated at the time of purchase. If we are unable to ship your order within the promised timeframe, or within the timeframe otherwise required under applicable U.S. law, we will provide applicable notice and options regarding the delay. Where required by law, customers will have the option to consent to the delayed shipment or cancel the affected order and receive a prompt refund. If we are unable to fulfill an order, we may cancel the order and issue the customer a full refund as required by applicable law.
Lost Packages
If your tracking information indicates a delivery problem or your package appears to have been lost in transit, please contact Customer Support along with your order number. We will review the available shipping information and work with the carrier when appropriate. Where we determine that an order was lost before successful delivery, we may provide a replacement or refund, as appropriate and subject to applicable law.
Refund Abuse and Fraud Prevention
WILL LIVING CARE reserves the right, to the extent permitted by applicable law, to refuse voluntary returns or refund requests that show evidence of fraud, abuse, intentional damage, or manipulation of the return process — including submission of photographs that do not genuinely reflect the item's condition. This provision does not limit any consumer rights that cannot be waived under applicable law.