Refund and Returns Policy

Plugwise Return Policy

At Plugwise, we are dedicated to providing an exceptional shopping experience for our customers. As part of this commitment, we offer a clear return policy that allows you to return items within a defined timeframe. Our return window spans thirty (30) calendar days, starting from the day you receive your item(s). This means you have thirty days from the date of confirmed delivery to formally initiate a return request. Please note that this timeframe is strictly enforced, and requests submitted after the thirty-day period will not be considered. We encourage you to inspect your product(s) upon arrival and take prompt action if a return is necessary.

Eligibility for Returns

To qualify for a return, your item must meet specific criteria:

• The product must be in the same condition as when you received it—unworn, unused, and unaltered in any way.
• All original tags must remain attached.
• The item must be returned in its original packaging, including any protective materials or boxes provided during shipping.

Additionally, you must present proof of purchase in the form of a valid receipt or other verifiable documentation. Without proof of purchase, we regret that we cannot process your return.

Return Initiation Process

To begin the return process, please contact our customer support team by emailing team@plugwise.shop. Include all relevant details, such as your order number, the item(s) you wish to return, and the reason for the return.

Our team will carefully review your request, and if it meets our eligibility requirements, we will approve the return.

Once your return is approved, you will receive detailed instructions on where and how to ship your item. All returns must be sent to our designated processing facility in Shenzhen, China. The exact return address and shipping guidelines will be provided upon approval.

⚠️ Please do not send items back without prior authorization, as unauthorized returns will not be accepted, and any related costs will be your responsibility.

Shipping Your Return

When preparing your return shipment:

• Ensure the item is securely packaged to prevent damage during transit.
• Use a trackable shipping method and consider purchasing shipping insurance.

Plugwise is not responsible for items lost or damaged during return transit. Return shipping costs are the customer’s responsibility unless the return is due to an error on our part (e.g., a defective or incorrect item).

Damages and Issues

Please inspect your order carefully upon arrival.
If you discover any defects, damage, or receive the wrong item, contact us immediately at team@plugwise.shop.
Include clear photos of the product and packaging with your report.

Our team will assess the issue and determine the best course of action—this may include a replacement, refund, or alternate resolution.

Exceptions / Non-returnable Items

Certain items cannot be returned. These include (but are not limited to):

• Perishable goods (e.g., food, flowers, or plants)
• Custom or personalized products
• Personal care goods (e.g., beauty or hygiene items)
• Hazardous materials, flammable liquids, or gases

If you’re unsure whether your item qualifies for return, please contact us before proceeding.

Sale Items and Gift Cards

• Sale items are final sale and cannot be returned or exchanged.
• Gift cards are non-refundable.

Exchanges

Need to exchange an item?
The fastest way is to return the item following the standard return process. Once your return is processed and approved, simply place a new order for the item you want instead.

European Union 14-Day Cooling-Off Period

If you’re in the EU, you have the legal right to cancel or return your order within 14 days of receipt, no questions asked.
The same eligibility criteria apply—items must be unused, with tags attached, in their original packaging, and accompanied by proof of purchase.

Refunds

Once your return is received and inspected, you’ll receive notification about the approval status of your refund.
If approved, the refund will be processed back to your original payment method.

Please allow up to ten (10) business days for the refund to appear in your account, depending on your bank or card issuer.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at team@plugwise.shop.

By adhering to this policy, you help us ensure a smooth and efficient return experience. We value your trust and are committed to providing excellent service every step of the way.

Thank you for shopping with Plugwise.