At Whimpulse, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, please review our Returns & Refunds policy below.
1. Return Eligibility
To be eligible for a return, the following conditions must be met:
- The item must be returned within 14 days from the date of delivery.
- The item must be in unused, unwashed, and unworn condition, with all original tags and packaging intact.
- The item should be returned in its original packaging (if applicable), along with any accessories or additional items that were included in your order (such as gift bags, dust bags, etc.).
Please note: We reserve the right to refuse returns that do not meet these criteria.
2. Non-Returnable Items
The following items are not eligible for returns or refunds:
- Sale items (unless stated otherwise)
- Gift cards
- Custom or personalized items
- Swimwear and intimate apparel (for hygiene reasons)
- Items that have been worn, washed, or damaged by the customer
Please check the product description for any specific return exclusions.
3. How to Return an Item
If you wish to return an item, please follow these simple steps:
- Contact Us: Email us at @whimpulse.com within 14 days of receiving your order. Include your order number, the item(s) you wish to return, and the reason for the return.
- Return Authorization: Once we receive your request, we will provide you with a Return Authorization Number (RAN) and detailed instructions for the return process.
- Packaging: Securely pack the item(s) in the original packaging (if possible), and include any accessories or documentation that came with it.
- Shipping the Item: Ship the item back to us using a trackable shipping service. Return shipping costs are the responsibility of the customer, unless the return is due to an error on our part (e.g., defective or incorrect items).
We recommend that you keep the tracking number for your return to ensure it arrives safely.
4. Refunds
Once we receive your returned item and verify its condition, we will process your refund. Refunds will be issued to the original payment method used for the order.
- Processing Time: Refunds may take 7–10 business days to be processed, depending on your payment provider or bank.
- Partial Refunds: In some cases, we may issue a partial refund if the item is returned in less-than-original condition, is damaged, or is missing components (such as tags, packaging, or accessories).
5. Exchanges
We do not offer direct exchanges. If you wish to exchange an item for a different size or color, please return the original item for a refund and place a new order for the desired product.
6. Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at @whimpulse.com with the following:
- Photos of the item showing the damage or defect
- Your order number
- A description of the issue
We will offer a full refund, replacement, or store credit, depending on your preference. In cases of defective or damaged items, we will also cover the cost of return shipping.
7. Cancellations
If you wish to cancel your order, please contact us as soon as possible at @whimpulse.com. While we will make every effort to accommodate cancellation requests, orders are processed quickly, and we may not be able to cancel or modify an order once it has been shipped. If your order has already been shipped, you may return the item(s) for a refund once it arrives.
8. International Returns
- International Orders: For orders outside of Hong Kong, the customer is responsible for all return shipping costs. We recommend using a trackable shipping service for international returns.
- Customs & Import Duties: Customs duties, taxes, or additional fees may apply to international returns. These charges are non-refundable.
9. Contact Us
If you have any questions or need further assistance with a return or refund, please don’t hesitate to contact us:
Email: @whimpulse.com
Phone: +852 2779 4883