Refund policy

Last Updated: October 22, 2026

Contact Information

• Company: WLO Corp.

• Address: 109 E 11th Ave, Lexington, NC, 27292, USA

• Email: support@wlostore.com

• Website: wlostore.com

General Policy

We want you to be happy with your WLO house. This page explains when we replace a part, send the right item, accept a return or give a refund.

• When we accept the return of an unopened box, it must come back unopened, in its original packaging, with the order number.
• In the case of defective, damaged, or missing parts, our first resolution is to send the replacement part(s) free of charge.
• A full refund may only be granted with company approval if the problem cannot be resolved with a replacement or repair. Please note that unconditional returns are not offered, as our policy prioritizes resolving issues whenever possible.
• Return requests must reach us within 14 days of delivery and are accepted only for unopened boxes. Opened or assembled items cannot be returned; damaged, defective, missing or wrong items follow the sections below.
• Return shipping for an unopened box is at your cost, as described below. Damaged, defective, missing or wrong items never need to be sent back to us: we send the right part or item.
• Refunds are processed within 5 to 7 weekdays after we receive and inspect your returned item (if approved for return).

Exceptions and Non-Returnable Items

• Made to order. Every house is built to your order, so we do not exchange a size, color or option chosen by mistake free of charge.

• Opened, assembled or personalized items (for example a house with a name plate made for you) cannot be returned or exchanged, unless a part arrived damaged, defective or missing (see limited warranty).

• Unopened boxes can be returned if you write to us within 14 days of delivery. Returns are not free: we refund the price you paid minus the round-trip shipping: $50 for Size 1, $75 for Size 2 and $100 for Size 3, or the carrier's quote for your address if that is higher. For a cushion, cover or part, you pay the return shipping; there is no other deduction. Cushions ship vacuum-sealed, so only a still-sealed cushion can come back; covers only unopened; write to us within 14 days of delivery. We confirm the exact amount in writing before you send anything back.

• Free gifts, promotional items, and bonus covers/accessories included with your order cannot be returned or exchanged unless damaged/defective.

• Products returned in used, damaged, or incomplete condition will not be accepted.

Process for Returns & Refunds

1. Contact us at support@wlostore.com with your order number, details of the issue, and clear photographs if applicable.

2. Await approval and return instructions from our support team.

3. Ship your item back within 7 days of approval (return address will be provided).

4. Upon receipt and inspection, a refund or replacement will be issued according to this policy.

Special Cases & Frequently Asked Questions

1. I received a defective or damaged item.

• Tell us as soon as you notice it, before you finish assembly, with photos and your order number.

• We send a free replacement part. If the problem cannot be solved with parts, we send a new unit or refund the item.

• Items damaged by misuse or improper handling are not eligible for free replacement.

2. My order is missing an item or contains the wrong item.

• Contact us as soon as you notice it, before you finish assembly, with your order number.

• Missing parts are shipped free. Missing an acrylic window? The acrylic sheets ship with brown protective film on both faces and can look like cardboard, so please check every sheet in the box first.

• If we sent the wrong item, tell us what arrived (a photo helps). You do not need to send it back: keep it or donate it, and we ship the right item free.

3. I ordered the wrong size, color or option.

• There is no free exchange: every house is made to your order. Please use the fit helper and measure your space before ordering.

• If the box is still unopened and you write to us within 14 days of delivery, you can return it at your cost. We refund the price you paid minus the round-trip shipping ($50 for Size 1, $75 for Size 2, $100 for Size 3, or the carrier's quote for your address if higher), and you can then order the right size. We confirm the amount before you ship.

• Once the box is opened or the house is assembled, it cannot be returned or exchanged.

• If a part arrives damaged, defective or missing, our arrival guarantee applies (see limited warranty).

4. Personalized items.

• A house or part made with your name plate or another personal detail cannot be returned or exchanged, unless a part arrived damaged, defective or missing.

5. Free/provided bonus items (e.g., covers/cushions).

• Cannot be returned or exchanged unless defective upon arrival.

6. Lost or delayed package in transit.

• A package lost in transit before delivery is replaced or refunded in full once the carrier confirms the loss.

• Once the carrier marks a package delivered, a missing package is handled with the carrier; we help you open the claim.

7. Customs duties, taxes, and international shipping.

• We ship within the United States only. International shipping, with duties collected at checkout, comes later.

8. Carrier or customs delays.

• Carrier transit times are estimates; a carrier delay after your order has shipped does not entitle you to a refund. If we cannot ship your order within the dispatch time we stated, we tell you before that time passes, give you a new date, and you can cancel for a full refund.

9. Return/refund requests that do not comply with policy.

• Items sent back without our approval are returned at the customer's expense.

10. Order changes/cancellations.

• The shipping address can be changed any time until the order is handed to the carrier. Need to cancel? Write to us as early as you can and we confirm what is possible at that production stage.

11. No color or option specified for accessories/covers.

• If you do not specify a color/option at checkout, we will send the matching color of your main item or the most popular available color by default.

• Not specifying a color/option does not entitle you to a free exchange/return.

12. Miscellaneous requests.

• Any other situation not covered here will be handled in accordance with our general policy and at our discretion.

Important Legal Notices

1. Content Submission & Usage Rights

By submitting any content (including photos, videos, reviews, testimonials) to WLO Corp., you grant WLO Corp. a perpetual, irrevocable, worldwide, royalty-free license to use, display, reproduce, modify, and publish such content for marketing, promotional, or commercial purposes, including but not limited to website, social media, and advertising, in accordance with U.S. copyright law and international regulations. If you do not agree, please notify us in writing before submission.

2. Customs and Duties

We ship within the United States only. International shipping, with duties collected at checkout, comes later.

3. Policy Modifications

WLO Corp. reserves the right to update or modify these terms at any time to ensure compliance with applicable laws and to protect our company and customers.

Contact Us

If you have questions about our policies, please contact us at support@wlostore.com or by mail at:

WLO Corp.
109 E 11th Ave
Lexington, NC 27292
United States