Terms and Conditions for Returns & Refunds on WALTZ

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What is WALTZ Returns Policy?

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At WALTZ we want you to be absolutely satisfied with what you get. With that said, we offer returns within 5 days after delivery date on all items. Items must be returned unopened, undamaged for both item and original packaging, with tags or labels attached, include all parts or accessories, and in its original packaging unless item was damaged during shipping, was defective, incorrectly sent, missing parts or accessories, does not fit, or not as advertised.

You may request a return in the following situations:

1. Item was damaged

2. Item was defective

3. Item does not fit (wrong size or specifications)

4. Not as advertised

5. Wrong item sent by brand

6. Missing parts or items

7. Customer changed his or her mind (Item must be returned unopened, undamaged for both item and original packaging, with tags or labels attached, include all parts or accessories, and in its original packaging)

** Some items are unable to be returned due to customer change of mind. The complete list of items applicable can be found in “Customer Change of Mind Returns Items Exempt” below.

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Customer Change of Mind Returns Items Exempt:

In accordance with regulations or hygienic issues, certain items cannot be returned due to customer change of mind. The list are as follow:

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1. Eyewear accessories made of leather

2. Eyewear made of custom-made horn material

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Requirements and documents needed for return:

1. Include proof of purchase (brand invoice) inside return package box.

2. Contact our customer service by instant messenger platform, LINE ( @waltzvision ) or email, support@waltzvision.com and provided these following detail,

   1. Method of Payment​

   2. Scanned proof of purchase

   3. Preferred method of refund

3. Send item back in its original packaging.

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Return Process & Procedures:

1. Before returning an item, please check WALTZ returning policy stated in this website to find whether your item is eligible for return. Also, contact with our customer service to confirm the eligibility.

2. If that item meets all return requirements and granted return permission by our customer support. Please pack the item properly as instructed by WALTZ Concierge Service and send the package by Thai Post (EMS) at your nearest location. Customer will be responsible to pay for return shipping fees. WALTZwill reimburse shipping fees back to customer in the form of original payment if brand is at fault (incorrect, defective, or damaged item). Please keep your EMS invoice in an event where further questions arise throughout the return process. During the return shipment, you may track your package status using the tracking number provided to you by Thai Post or by our logistic partner.Please kindly take photos to support your return request. This is crucial especially when you are returning a defective or damaged product. Keep the photo taken in your own personal record in the an event where questions arise throughout the return process.

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Refund Process & Procedures:

1. WALTZ will process all refund within 14 working days of brand receiving the returned item. It may take up to 30 days for you to receive your refund depending on your payment method and refunding bank’s policy. If you have any further questions about refund on WALTZ, please contact us at support@waltzvision.com or call us at +66 90 985 7553

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