AFRICAN CRAFTSMANSHIP · UNIQUE PIECES 24/72H DELIVERY MAINLAND SPAIN + BALEARIC ISLANDS · EUROPE 3/5 BUSINESS DAYS HIGHLY LIMITED COLLECTIONS · WHEN SOLD OUT THEY WON'T RETURN SUMMER EDIT · NO RESTOCK AFRICAN CRAFTSMANSHIP · UNIQUE PIECES 24/72H DELIVERY MAINLAND SPAIN + BALEARIC ISLANDS · EUROPE 3/5 BUSINESS DAYS HIGHLY LIMITED COLLECTIONS · WHEN SOLD OUT THEY WON'T RETURN SUMMER EDIT · NO RESTOCK

Returns and Exchanges Policy

At WEMASAI, we want you to be completely satisfied with your purchase. If for any reason this is not the case, you may request an exchange or return in accordance with the conditions set out below, in compliance with Royal Legislative Decree 1/2007 of 16 November (TRLGDCU).

 

1. Right of withdrawal

You have a period of 14 calendar days from the date of receipt of the order to exercise your right of withdrawal, without the need for justification and without any penalty.

To exercise this right, you must notify us before the expiry of that period by sending an email to hola@wemasai.com with the following information:

  • Order number
  • Product(s) you wish to return
  • Reason (optional in the case of withdrawal)

After notifying us of the withdrawal, you will have an additional 14 calendar days to send the product back to us.

The following products are excluded from the right of withdrawal, in accordance with Article 103 of the TRLGDCU:

  • Personalised products or products made according to the consumer’s specifications.
  • Sealed products that cannot be returned for reasons of hygiene or health protection once opened.
  • Products which, by their nature, have been inseparably mixed with others after delivery.

 

2. Conditions for accepting returns

For a return to be accepted, the product must meet the following conditions:

  • Be in perfect condition, with no signs of use.

  • Retain all original tags.

  • Include the original packaging in good condition.

WEMASAI reserves the right to reject returns that do not meet these conditions or that show signs of having been used.

 

3. How to request a return or exchange

To start a return or exchange, please write to us at hola@wemasai.com or call us on +34 616 48 98 92, providing:

  • Order number

  • Product(s) to be returned or exchanged

  • Reason for the return or exchange

  • If you would like an exchange: the desired size, color, or reference

Once we receive your request, we will confirm the next steps within a maximum of 3 business days.

 

4. Return costs

Return shipping costs are borne by the customer, except in the following cases:

  • Defective product: WEMASAI will fully cover the collection and reshipping costs.

  • Error in the order attributable to WEMASAI (incorrect product sent): WEMASAI will cover the return costs and the reshipping of the correct item.

We recommend using a tracked shipping service for returns, as WEMASAI is not responsible for packages lost during return transit.

 

5. Refunds

Once the returned item has been received and verified, we will process the refund without undue delay and, in any case, within a maximum period of 14 calendar days, using the same payment method used for the original purchase, unless expressly agreed otherwise.

WEMASAI may withhold the refund until the returned product has been received or until the customer provides sufficient proof of its return.

The time it takes for the amount to be reflected in the customer’s account or card may vary depending on the banking institution and the payment method used.

Original shipping costs are non-refundable, except in the case of a defective product or an error attributable to WEMASAI.

 

6. Defective or incorrect products

If you receive a defective product, a product damaged during transport, or a product different from the one ordered, you must notify us as soon as possible and, in any event, within two months of discovering the defect, by emailing hola@wemasai.com and attaching:

  • Order number

  • Description of the defect or issue

  • Photographs of the product and the packaging

In these cases, WEMASAI will arrange the replacement of the product or a full refund, assuming all return and reshipping costs, in accordance with the applicable legal guarantee of conformity.

 

7. Legal guarantee

All products sold by WEMASAI are covered by a 3-year legal guarantee of conformity from the date of delivery, in accordance with current Spanish legislation. During the first 2 years, any lack of conformity is presumed to have existed at the time of delivery.

 

8. Contact

Email: hola@wemasai.com

Phone: +34 616 48 98 92

Address: Calle Hiedra, 28, 8º A, 28036 Madrid, Spain

This address corresponds to the administrative headquarters of WEMASAI. We do not have a physical store or provide in-person customer service at this location.