I've received a poor quality product! What should I do?

If you received a low-quality, defective, or damaged product, we will do our best to resolve it. Contact the Walgrow support team as soon as possible.

How to do that?

On the website:

1. Go to Sign In.
2. To find the order with the problem, click on the Order History list.
3. Send the order number and a photo or video of the product.
4. By clicking on the button at the bottom of this page.

Please mind that:

1. Quality complaints are accepted only within 7 days after the product is delivered.
2. Quality warranty will not apply to the cosmetics'/make-up goods' effect.
3. Quality warranty doesn't cover defects or malfunction of personal items (e.g. toothbrushes, adult category products, etc.) that got revealed during their use, due to inability to confirm the actual cause is not connected to improper maintenance or failure to follow operating instructions.
4. Our support team may request a photo of the package the product arrived in. Make sure to keep it.
5. You may also be asked to provide additional photos/videos, that are required to resolve the issue in your favor.

Can my request for a refund be rejected?

Yes, in case:

1. It's been more than 7 days since the product was received
2. The product features/overall quality matches the description
3. The photos/videos you provide are inconclusive, edited or picture a different product
4. You haven't provided any proof
5. You've disposed of the item/destroyed it without the support team's authorization
6. The product was additionally processed (washed, repaired) without the support team's authorization

How do I get my money back?

If it’s approved, then your refund will be processed, and the credit will automatically be applied to your credit card or original method of payment, within a certain amount of days, depending on your card issuer’s policies.

I am still searching for an answer to my inquiry. Please visit the Contact Us page and click on the Submit a ticket tab.