Refund policy

Last updated: September 2026

At Wondila, every keepsake is individually created from your original artwork and made specifically for your order. Because our products are custom-made, our cancellation and refund policy differs from that of standard, off-the-shelf products.

Please review this policy before placing your order.

1. 24-Hour Cancellation Window

You may cancel your order within 24 hours of placing your order for a full refund.

To request a cancellation, please contact us as soon as possible at support@wondila.com.

After the 24-hour cancellation period, orders generally cannot be cancelled or refunded due to a change of mind or personal preference.

This does not affect your rights in relation to products that arrive damaged, have a manufacturing defect, or other circumstances specifically covered by this policy or applicable law.

2. Wondila-Initiated Cancellations

Because each Wondila keepsake is custom-made, we may occasionally determine that an order cannot reasonably be fulfilled.

Wondila may cancel an order if:

• The requested keepsake cannot reasonably be produced due to production, material, equipment, technical, or other operational limitations;
• The submitted artwork, requested design, selected options, or other customer instructions may violate applicable laws or regulations;
• The submitted content may infringe intellectual property or other third-party rights;
• The requested design conflicts with Wondila's reasonable content or production requirements; or
• Other circumstances make it reasonably impractical for Wondila to fulfill the order.

Where possible, we will make reasonable efforts to contact you if the issue can be resolved by adjusting the artwork, design, or selected options.

If Wondila cancels your order under this section, you will receive a full refund to your original payment method. No cancellation fee or other charge will be deducted from your refund.

3. Digital Preview & Customer Approval

Before completing your purchase, you will have the opportunity to review a digital preview of your Wondila keepsake in the Creation Studio. If you need further assistance with your creation or preview, you may contact us before completing your purchase.

By completing your purchase, you confirm that you have reviewed and approved the digital preview and selected the desired keepsake size.

Production is based on the approved design associated with your order. Because each keepsake is individually made, we generally cannot provide a refund after the 24-hour cancellation period solely because you later change your mind about the design or do not personally prefer the final appearance when the product has been made in accordance with the approved design.

4. Artistic Interpretation & Handmade Variations

Wondila transforms two-dimensional original artwork into a physical three-dimensional keepsake. This process requires artistic and structural interpretation in order to create a stable physical keepsake.

• Color & Texture: Colors and textures may appear slightly different between your original artwork, a digital screen, and the finished physical keepsake. Differences may result from screen settings, lighting, photography, digital rendering, printing, resin, finishing processes, and other characteristics of physical materials. Minor variations in color, texture, surface finish, or other small details are considered a natural part of the creative and handcrafted process and are not considered manufacturing defects.
• Structural Adjustments: Very thin, delicate, or structurally fragile elements may be slightly reinforced or thickened during the production process to improve the physical stability of the keepsake. Such structural adjustments are intended to preserve the character and spirit of the original artwork while allowing it to exist as a physical three-dimensional object. These reasonable artistic and structural adjustments are not considered manufacturing defects.

5. Manufacturing Defects

If your Wondila keepsake arrives with a clear manufacturing defect, please contact us within 7 days of delivery.

Examples of manufacturing defects may include:

• Significant structural failure caused during manufacturing
• A clearly defective or improperly manufactured component
• A major production error
• Receiving an item that was incorrectly produced

If we determine that the issue resulted from a manufacturing defect, we will determine an appropriate resolution, which may include a replacement or refund depending on the circumstances.

6. Damage During Shipping

Although we carefully package each keepsake, damage can occasionally occur during transportation. If your order arrives damaged, please contact us within 7 days of delivery.

Please provide:

• Your order number
• Clear photographs of the damaged keepsake
• Photographs of the shipping box and packaging
• Any additional information we request to help us understand what happened

If available, an unboxing video can be particularly helpful in determining whether damage occurred during transportation. However, an unboxing video is not the only form of evidence we may consider.

If we determine that the damage occurred during shipping or before the product was delivered to you, we will determine an appropriate resolution, which may include a replacement or refund depending on the circumstances.

7. Customer-Provided Artwork & Information

Customers are responsible for reviewing the information and materials they provide before placing an order. We are not responsible for issues resulting from:

• Uploading the wrong artwork
• Uploading a blurry, very low-resolution, or otherwise unsuitable image
• Providing incorrect information
• Approving an incorrect design
• Selecting the wrong keepsake size when placing your order
• Requesting production using artwork or a design that the customer later decides they no longer prefer

Because production is based on the artwork and information approved by the customer, these situations are generally not eligible for a refund after the 24-hour cancellation period.

8. Change-of-Mind Requests

Because every Wondila keepsake is custom-made for an individual customer, we generally do not accept returns or refunds after the 24-hour cancellation period for reasons including:

• A change of mind or personal preference
• No longer wanting the product
• Not liking the artistic result when the product matches the approved design
• Deciding that a different size would have been preferred after production

We understand that every customer may have different artistic preferences. While subjective dissatisfaction does not automatically qualify for a refund, you are always welcome to contact us so that we can review your situation. Any goodwill resolution offered outside this policy is considered on a case-by-case basis and does not create an obligation to provide the same resolution in future cases.

9. Damage Caused After Delivery

Wondila keepsakes are designed as display collectibles and memory pieces, not everyday toys. We are not responsible for damage caused after delivery by:

• Dropping the keepsake
• Improper handling, misuse, or accidental impact
• Improper storage or exposure to unsuitable environmental conditions
• Normal wear or damage occurring after delivery

Please handle and display your keepsake with care.

10. How to Request a Refund or Replacement

If you believe your order qualifies for a refund or replacement under this policy, please contact us at: support@wondila.com

Please include:

• Your order number and the email address used for the order
• A description of the issue
• Relevant photographs or video

We will review your request and may ask for additional information before determining the appropriate resolution.

11. Refund Processing

If a refund is approved, the refund will generally be issued to the original payment method used for the order. The time required for the funds to appear in your account may depend on your payment provider, bank, or card issuer.

12. Contact Us

If you have questions about cancellation, refunds, replacements, or an issue with your order, please contact us at support@wondila.com.

Whenever possible, we encourage you to contact us directly so that we have an opportunity to review and resolve the issue.

13. Your Statutory Rights

Nothing in this policy is intended to exclude, restrict, or limit any rights or remedies that cannot legally be excluded or limited under applicable law.