Refund and Return

EU Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the last item of your order, without giving any reason.

To exercise this right, contact us before the withdrawal period expires:
📧 sales@we-wins.com
💬 WhatsApp: +86 130 0543 4255

Return shipping costs are the responsibility of the customer. Please use a trackable shipping method and retain proof of postage.

Once we receive and verify the returned product, we will refund the original purchase price within 14 days using the same payment method. We reserve the right to withhold the refund until we have received the returned goods.

The right of withdrawal does not apply to:

  • Sealed goods unsealed after delivery that are not suitable for return due to health or hygiene reasons
  • Digital content that has been downloaded or activated

Since our standard return policy offers 30 days, EU customers automatically benefit from the longer 30-day window.

Refund & Return Policy

1. Return Period

We offer a 30-day return policy. You have 30 days after receiving your item to request a return.

To be eligible for a return, your item must:

  • Be in the same condition that you received it
  • Be unused and undamaged
  • Be in its original packaging
  • Include proof of purchase

To initiate a return, please submit a request through your customer account or contact us at:
📧 sales@we-wins.com
💬 WhatsApp: +86 130 0543 4255

Return instructions and the return address will be provided after your request has been reviewed and approved. Items sent back without prior authorization will not be accepted.

2. Return Shipping Costs

For non-defective products, customers are responsible for return shipping costs.
If the return is due to a defective, damaged, or incorrect item, Telemiles will cover reasonable return shipping costs.
Shipping fees and customs duties are non-refundable.

3. Damages and Issues

Please inspect your order upon arrival. If the item is defective, damaged, or incorrect, contact us immediately at:
📧 sales@we-wins.com
💬 WhatsApp: +86 130 0543 4255

4. Non-Returnable Items

We do not accept returns for:

  • Products that have been used, activated, or modified
  • Items damaged due to misuse or improper installation
  • Gift cards
  • Products returned without original packaging
  • Digital products or software once activated

For hygiene and safety reasons, certain accessories may not be eligible for return.

Note for EU customers: The non-returnable categories above do not override your statutory 14-day cooling-off rights under EU law. However, if the product has been used beyond what is necessary to assess its nature and function, we reserve the right to deduct the diminished value from your refund.

5. Exchanges

We do not offer direct exchanges. If you wish to exchange a product, please return the item and place a new order once the return is approved.

6. Cancellations

You may cancel your order at any time before it is fulfilled. To cancel, submit a cancellation request through your customer account or contact us at:

📧 sales@we-wins.com
💬 WhatsApp: +86 130 0543 4255

7. Refunds

Once we receive and inspect your return, we will notify you of the approval status. If approved, refunds will be issued to the original payment method within 10 business days. Processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since your refund was approved, please contact us at:

📧 sales@we-wins.com
💬 WhatsApp: +86 130 0543 4255