Refund & Return Policy
This policy explains return eligibility, how to request a return and how Wees Express reviews order and product issues. The standard return rules apply only to eligible products; the issue-specific and product-specific terms below also apply.
At a Glance
- Return window: Request eligible standard returns within 14 days of delivery.
- Return condition: Standard returns must be unused, unopened, in original packaging, complete and resalable.
- Start a return: Contact Wees Express before sending or bringing merchandise back.
- Shipping damage: Report apparent shipping damage within 48 hours of delivery and follow the Shipping Policy.
- Refunds: Approved refunds are generally processed within 3–5 business days after approval and receipt/verification of any required return. Bank posting time is separate.
Return Eligibility
A standard return may be approved for an eligible product when the request is made within 14 days of delivery and the item meets the return conditions below. Food, perishables, opened or used products, custom orders and other restricted products have additional terms explained in this policy.
A discount alone does not make an item final sale. Standard return rules apply to sale or discounted items unless they are explicitly identified as final sale, clearance/final sale or non-returnable, or are otherwise excluded by product category or condition.
14-Day Return Window
Request an eligible standard return within 14 days of delivery. This window runs from delivery, not the order or purchase date, and applies only to products otherwise eligible for return.
Report order or product issues promptly under the relevant section below. Apparent shipping damage has a separate 48-hour reporting window under the Shipping Policy.
Return Condition
Standard returns must be unused, unopened, in their original packaging, complete and in resalable condition.
Opened or partial cases, used products, items missing components and items with damaged or altered packaging that prevents resale generally do not qualify for ordinary returns. The issue-specific review provisions below still apply to defects, Wees Express errors, shipping damage and other documented issues.
Starting a Return
Contact Wees Express before returning any item so we can review eligibility and provide return instructions. Wait for authorization and instructions before shipping or bringing merchandise back.
Provide reasonable proof of purchase, such as an order number, invoice, receipt or customer/account information sufficient to locate the transaction. We do not require redundant documentation when we can identify the order internally.
For an order or product issue, we may request relevant supporting information needed to review that issue. Depending on the circumstances, this may include product or carton photos, shipping or product labels, lot/batch information, a packing slip or quantity details. Not every item is needed for every claim.
Return Shipping
For an ordinary customer-reason return, such as a change of mind or an incorrectly selected product, the customer is responsible for return shipping.
For a verified Wees Express fulfillment or compatibility-information error, we are responsible for the appropriate return-shipping arrangement. We do not require the customer to pay return shipping for a verified Wees Express error.
For a verified defect, return-shipping responsibility depends on review and the applicable manufacturer process; it is not automatically charged to the customer. Shipping damage is handled under the Shipping Policy and applicable carrier review. Return instructions and arrangements vary; a prepaid label is not provided in every case.
We do not charge a general restocking fee for ordinary approved returns. Actual shipping or carrier-related charges may still apply where separately stated in this policy.
Refunds
Approved refunds are returned to the original payment method where reasonably possible. For manual payments, such as cash, check, ACH, Zelle or COD/manual payment, an appropriate manual business payment method may be needed.
After a refund is approved and any required returned merchandise has been received and verified, Wees Express will generally process the refund within 3–5 business days. This is our processing time; bank or card-issuer posting time is separate and may take longer.
Original outbound shipping charges are not refundable for ordinary customer-reason returns. For a verified Wees Express error, an appropriate shipping-related refund or remedy may be included. Shipping-related refunds for defects or damage depend on review.
Exchanges
We do not operate a general formal exchange program. For ordinary customer-choice situations, the process is an approved return, if eligible, and a new order.
A replacement may be an appropriate remedy for a verified Wees Express error or defect after review. A refund, replacement or exchange is not automatic.
Wrong Item Sent
If Wees Express sends an item different from what you ordered, contact us promptly. We may request order information, photos, product/carton identification and retention of the product and packaging.
After review, an appropriate resolution may include the correct item, a replacement, a refund or another reasonable remedy. Customers do not pay return shipping for a verified Wees Express fulfillment error.
Customer Ordered Wrong Item
If you selected the wrong product, size or SKU, or no longer want an otherwise eligible product, standard return conditions and the 14-day return-request window apply. You are responsible for return shipping, and original outbound shipping charges are not refundable. No automatic exchange is promised.
Compatibility Issues
If Wees Express explicitly represented two products as compatible and that information was incorrect, we will handle the issue as a Wees Express error and review it for an appropriate remedy.
If you selected incompatible items without a verified compatibility representation from Wees Express, standard return rules apply if the products are otherwise eligible. Compatibility must be verified for the specific products; this policy does not provide a blanket compatibility guarantee.
Defective Products
Report suspected product or manufacturer defects promptly. We may request order information, photos of the affected product and carton/product labels, lot or batch information where applicable, and retention of the affected product and packaging. A return may be needed for review.
The resolution and any return-shipping arrangement depend on review and applicable manufacturer circumstances. Refunds, replacements and credits are not automatic.
Shipping Damage
Report apparent shipping damage within 48 hours of delivery. Follow the Shipping Policy for the reporting process, supporting information and carrier review. That policy governs shipping-damage handling; this policy does not create a different deadline or an automatic refund or replacement.
Shortages & Missing Items
If an order or case appears short or incomplete, contact us promptly. We may request the order number, packing information, photos, carton/product labels and quantity details relevant to the issue. Resolution depends on review and verification.
A shortage within an order or case is different from a shipment missing in transit. For lost or missing carrier shipments, follow the Shipping Policy. A refund or replacement is not automatic.
Fresh Produce & Perishable Products
Fresh produce and other perishable products are final sale for ordinary return purposes and are not eligible for change-of-mind returns.
Contact us promptly about quality concerns, damage, shortages, a wrong item or another Wees Express error. These issues remain eligible for review; an appropriate resolution depends on the findings.
Food & Condiment Products
Food and condiment products are generally non-returnable once shipped or delivered for ordinary change-of-mind purposes because of food-safety and resale considerations. Unopened packaging alone does not make these products eligible for an ordinary return.
Damage, defects, shortages, wrong items and Wees Express errors may be reviewed for an appropriate resolution.
Opened or Used Products
Opened, used or partial-case products are generally not eligible for ordinary returns. This includes opened food-contact packaging, gloves and other products whose condition or resale suitability cannot be reliably verified.
Verified defects, Wees Express errors, shipping damage and other documented issues may still be reviewed for an appropriate resolution.
Janitorial & Chemical Products
Opened or used janitorial and chemical products are generally not eligible for ordinary returns. Unopened items may be eligible under standard return rules when shipping or handling restrictions do not prevent the return.
If carrier restrictions prevent a lawful or safe return shipment, contact us for instructions before sending the product back.
Custom & Special Orders
Custom, printed, made-to-order, special-order and separately contracted products are governed by their applicable quote, contract or order terms. They are generally not eligible for ordinary return or cancellation once production or order commitment has begun.
This general policy does not override signed custom-order agreements or applicable separately agreed terms.
Order Cancellations
Request a cancellation as soon as possible. Cancellation is not guaranteed once processing or fulfillment has advanced or an order has shipped. Custom and special-order terms may govern those orders. See the Shipping Policy for shipment-related cancellation guidance.
Refused or Undeliverable Shipments
For refused or undeliverable shipments and customer-provided address errors, follow the Shipping Policy. A full refund is not guaranteed where return shipping, reshipping or other carrier charges apply.
Actual carrier-related charges may be deducted or charged where appropriate and actually incurred. This policy does not impose a flat penalty.
Local Delivery & Pickup Orders
For local-delivery issues involving a wrong item, shortage, damage or product concern, contact us promptly. The same issue-specific review principles in this policy apply. Local geographic eligibility and service terms are explained on the Metro Detroit Local Delivery page.
Pickup orders follow the same return-eligibility rules. Contact us before bringing merchandise back. Approved returns may be brought to the designated pickup or return location when instructed; do not leave or drop off returns without approval.
Product-Specific Restrictions
Some products have return restrictions tied to product type, condition, health or safety, carrier or manufacturer requirements, or another legitimate operational reason. Applicable custom or special-order agreements may supersede this general policy.
Review any product-specific final-sale or non-returnable terms and contact us if you need help understanding eligibility. These restrictions do not automatically prevent review of a documented defect, damage, shortage or Wees Express error under the relevant sections above.
Contact Wees Express
For return requests or help with an order, use our Contact page, call 313-429-3160, or email weesexpress@gmail.com.
Phone support is available Monday–Friday, 9:00 AM–5:00 PM Eastern.