Refund policy

Free exchanges. Returns pay our discounted shipping cost of $5.55.

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Our Return Policy

You have a 30-days to return and exchange all unworn apparel still in saleable condition. All refunds will be issued back to your original payment method. 

Our goal is for you to be 100% satisfied. As a small company trying to compete against large corporations, we have to be mindful.

To be eligible for a return, your item must be unused and in the same condition you received it. It must also be in the original packaging. Free of pet hair and odor!

Any items returned that are altered, washed, worn, or damaged (non-manufacturing defect) will not be eligible for refund or credit.

For returns on intimate apparel (boxers and underwear) purchased in multiples, customers are asked to try a single pair to assess fit before opening additional units. Remaining same-size pairs must be returned in original, unopened packaging to be eligible for a refund. Pairs that have been opened, worn, or washed are not eligible for return or refund, as intimate apparel cannot be resold once worn. 

If you have any issues, please email us at customerservice@wuruwool.com

Please do not send your purchase back to Wūru Wool Co. before contacting customerservice@wuruwool.com

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Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method, minus the postage cost.

Late or missing refunds (if applicable) 

If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company. It may take some time before your refund is officially posted.

 
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and still haven't received your refund, please contact us at customerservice@wuruwool.com.

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Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customerservice@wuruwool.com and send your item to: 4370 South 500 West, Suite 2, Murray, UT 84123

We are unable to accept returns for items that have been damaged via dry-cleaning, faulty care, accidents, etc.

If your item is damaged as a sign of manufacturing defect or faulty quality. If this happens to your gear, please email us at customerservice@wuruwool.com with the following information:

First and last name used to order

Order number for the damaged gear

Description of the damage

Photo(s) of the damage

If this happens, we will replace said item. 

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Outlet Items/ Blemished Items

All items sold under the Wūru outlet or otherwise as "blemished" / marked non-returnable, at the time of purchase, will not be eligible for return or refund. If you believe there to be a quality control issue/ warranty issue, please contact customer service.

Any outlet/ blemished items returned without contacting customer service first will forfeit a refund.

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Gifts 

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and the giver will find out about your return.

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Refund Shipping

To return your product, mail it to:

Wūru Wool Co.

4370 South 500 West, Suite 2, Murray, UT 84123

If shipping independent, you will be responsible for paying for your own shipping costs for returning your item - We are happy to send you a return shipping label at our discounted rate of $5.55. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Allow 5-7 business days for our warehouse to inspect your return and process your refund or exchange after we receive it.

If shipping an item over $75, consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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Customer Service Hours

Customer service will be available Monday - Friday during normal operation hours. Any inquiries or emails received over the weekend will be promptly responded to the following Monday (holidays depending). 

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Missing, Damaged, or Lost Order/s

We're always happy to work with customers if their order is marked delivered & missing, damaged, or lost/ stolen in transit. 

Before contacting customer service, we ask that you first contact USPS, your local post office, or your respective carrier to establish a missing/ damaged package claim.

We only have access to the same information you do and have no control or access to a package once it leaves our hands. 

If after a week your order has still not arrived or your issue hasn't been resolved, then you may contact customer service to establish an insurance claim/ missing package claim with the proper authorities.

Wūru will then work with you to either replace or refund the cost of any and all items deemed lost, damaged, or stolen.

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For General Shipping/ Free Shipping

Please note that all orders placed on any given business day will not be shipped until the following business day. All orders placed on Friday or over the weekend will be shipped the following Monday.

For Priority & Expedited Shipping

Any orders placed on Friday will not be eligible for express shipping and will be shipped the following Monday. Please remember to order in advance if needed.

For International Shipping/ Orders

Customers placing orders international are responsible for initial shipment cost, return shipment cost, and individual customs fees associated with their unique region/ country. 

Once an order clears customs, Wūru is not able to track or otherwise assist with order progress. We instead recommend reaching out to your local post service or customs department for tracking, estimates, and inquiries. 

Ordering international with USPS can be slow, please select DHL/ UPS if you require fast and efficient order turnover.

Order Delays

Very rarely, products may be sold out of stock or fail quality control inspection. 

Such orders are placed on hold until new & approved product units are available for fulfillment, such orders typically take 5-7 business days for packing/ fulfillment.

If after 5-7 business days your order still hasn't been scanned, please reach out to customerservice@wuruwool.com.

We'll be able to handle your case and provide a fulfillment estimate/ resolution if needed.