Return and refund policy

At wrogen, we are committed to providing you with a premium shopping experience. If you are not satisfied with your purchase, you may request a return or exchange within the following policy:

1. Order Cancellation

• Orders can be canceled free of charge within 24 hours if they have not been shipped.
• l Once the order has entered the shipping process, cancellation is not possible. Please contact our customer service team for assistance.

2. After-Sales Service Period

•  If you receive a defective, damaged, or incorrect item, please contact us within 24 hours of receipt.
• l You may apply for returns or exchanges within 14 days from the date the logistics show “delivered.”
• l Requests beyond this period will not be accepted.

3. How to Apply

Click the “Customer Service” icon at the bottom right of our website and provide:

• Order number
• Contact email
• A description of the issue (📷📷Tip: Please attach photos of the item and packaging to help us process your request faster).
•  Our customer service team will review your request and provide you with the return address and instructions.

4. Eligibility for Returns & Exchanges

Returned/exchanged items must meet the following conditions:

• Unused: No signs of wear, washing, tailoring, damage, or alteration.
•  Original tags intact: Hangtags, security tags, etc. must remain attached.
•  Complete packaging: Original packaging (e.g., dust bags, gift boxes) must be preserved.
•  Good condition: No stains, odors, or other human-caused damage.
•  ⚠️ Items that do not meet these requirements may not be eligible for return/exchange.

5. Process

For Returns:

•  Contact customer service with order info + photos
•  Receive return address and instructions after approval
•  Ship the item back (customer bears shipping, tax & customs fees)
•  Refund processed within 3 business days after warehouse inspection

For Exchanges:

• Contact customer service with size/color/specs to change
• Stock availability will be confirmed
• If out of stock, we will work with you on an alternative solution

6. Refund Instructions

• Refunds will be processed within 3 business days after the returned item passes inspection.
• Processing time depends on payment method:
•       Credit Card: Refund within 7 business days (depending on the issuing bank).
•       PayPal: Refund within 48 hours after processing.

7. Return Shipping Costs

• Return shipping costs (including international tax & customs fees) are borne by the customer.
• Please use a logistics service that covers customs clearance and fees, and keep your tracking information.
•  We do not accept “Cash on Delivery” return parcels.

Notes

• Custom-made items, intimate wear, and clearance accessories are not eligible for return/exchange (if applicable, this will be noted on the product page).
• Please double-check before sending items back. We cannot be responsible for returns of non-wrogen products.

🔔 If you have any questions regarding the return & exchange process, feel free to contact our customer service. We are always happy to help.