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In cases where the product is defective, or damaged, or You consider that, upon its delivery, the product does not match what was stipulated in the Contract, you must contact us immediately through our contact form or through your customer account, by providing the product details as well as a description of the damage found, or by calling our Customer Service team at (+1 (682)703-0253), who will then tell you how to proceed.
The amounts paid for products that have been returned due to any damage or defect—when there is any—will be refunded in full, including the shipping costs incurred in delivering the item, as well as the costs incurred in returning the defective product, up to a limit established be territorial bands. The refund will be made using the same payment method used to pay for the purchase.
No refunds will be accepted in the following cases:the product is in poor condition,the product is not complete, accessories are missing, or it has been tampered with and/or broken,accessories or instructions or other original documentation is missing,the return period established has expired,no proof of purchase or invoice is provided
The refund will be made once we have received the product and verify that it is in perfect condition (except in cases of defective products, or damaged during the transport of delivery to the customer), and in any case, no later than 14 working days from the date on which the product was received on our premises.
The refund will always be made using the same payment method used to pay for the purchase.
Withdraw from a purchase
The consumer and user has the right to withdraw from the Contract, during a period of 14 calendar days from the receipt of the order, without the need to indicate a reason, and without incurring any cost other than the return costs, which will be borne by the consumer.
To exercise this right, you must communicatethis to us through our Right of Withdrawal Form (section “Returns”), or make another declaration indicating your decision to withdraw from the contract, within said period to NIGH through the Contact Form: https://wavefr.com/contact. We remind you that the burden to exercise the right of withdrawal falls on the consumer and user.
The costs related to returns, will be borne by the buyer, except in cases where the product is defective, or has arrived in poor condition, due to damage suffered during transport.
The customer can directly return the product in one of our physical shops without any additional cost. He can also return it through any postal service or courrier. In that case, the cost would depend on the location from which the product is sent, the weight of the package and the courrier chosen to return it. For example, a shipment within the Iberian Peninsula using Correos, weighting between 1 and 5 Kg would cost approximately 15 $. If it is sent from the Canary Islands it would cost around 25 $. Since the customer is the only person assuming that cost, he gets to freely choose the return mode. WAVE Store accepts no responsibility in case of fares variations of postal services and in case of any loss of the package during its shipping.
In case of exercising the right of withdrawal, we will reimburse all the payments we have received from you including the shipping costs, except if you have chosen a different shipping option than the less costly regular one. In that case, the corresponding additional costs will not be reimbursed. You will receive the refund without any delay and in any case, not later than 14 calendar days after informing us from your decision to exit the contract. However, the refund can be put on hold until the reception of the goods or until presentation of a proof of return under the conditions previously stated.
Once said period has elapsed without having communicated your right to withdraw from a pur chase, no reimbursement will be granted.
Instructions for returns in the case of withdrawal from a purchase
You may return goods by regular mail, courier service, or at any of our physical stores. You will be responsible for the transportation costs incurred in returning the goods. Please bear in mind that if You decide to return the items by freight, we are authorized to refuse the return or deduct the costs incurred in its shipping from the total refund amount.
Should you have any questions, you may contact us using the Contact Form, your customer account, or by calling Customer Service at +1 (682)703-0253 (USA) during their hours of operation.
Please keep in mind that in order for us to accept a return, it is essential to send the item with its original box or packaging, as well as all instructions, documentation, and accessories that came with it.
After inspecting the item, we will let you know whether you are entitled to a refund of the amounts paid. The refund will be made as soon as possible, and in any case, within a period of 14 calendar days from the date on which the decision of withdrawal was informed, provided that the product has been received in our facilities within the legally established period. The refund will always be made using the same payment method used to pay for the purchase.
When requesting a return, the client should consider that we proceed to a careful examination of the product to make sure that it has not been worn, misused, that the sole does not present stains, that the colour has not been washed out, that it does not present any residues of fluffs (whether they come from socks or from animals) and that it has not suffered damages from external causes. In the following cases, the client will be held responsible for the depreciation of the product. The same applies if the original box has been damaged (if it presents hand-writing, tapes, stickers, adhesives or if the label has been manipulated). If the product comes with labels and promotional material, they should figure inside the box when returning it.
If you are not completely satisfied with your purchase please fill out the return form (enclosed to your order) and send your item(s) back within 10 days of receipt to the following address:
KARLIE FAMILY WHOLESALE INC
- WAVE RETOURE -
150 FULTON STREET
New York, US 10038
Please note that returned items will only be accepted unworn in its original condition. The shoebox is also part of the purchased item, so please always double box your returns. All goods will be inspected on return and a full refund can only be paid, if handled correctly.
Please keep in mind that we do not pay the shipping costs for international returns!
The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. Delivery time may vary depending on the shipping service.
In case that you chose payment in advance, please add your account information on the return form.
Please notice that the processing time for refunds can take up to 5 working days.