Returns and exchanges
Last updated: September 2026
At WOW Market, we want customers to be satisfied with their purchases. If you would like to return or exchange a product, or if there is an issue with your order, please contact us using the information provided below.
This Return & Exchange Policy is separate from and does not limit any mandatory consumer rights or statutory legal guarantee rights available under applicable EU or national law.
30-Day Return & Exchange Window
Customers may request an eligible return or exchange within 30 days from the date of delivery.
To qualify under this policy, the return or exchange request must be submitted within this 30-day period.
Please do not send any product back before contacting WOW Market and receiving return instructions.
Request Processing Time
Return and exchange requests are normally reviewed within 2 business days after we receive the request.
If additional information, photographs, videos, order details, or other evidence is required, we may request this information before completing our review.
Once the request has been approved, we will provide the customer with the appropriate return instructions.
Eligible Returns
Eligible returns may include:
- damaged products;
- defective products;
- incorrect products received;
- products materially different from their description;
- change of mind;
- incorrect size selected by the customer;
- incorrect color selected by the customer;
- incorrect variant selected by the customer;
- other returns permitted under applicable consumer protection laws.
Return Conditions
Unless the product is damaged, defective, incorrect, or applicable law provides otherwise, returned products should be:
- unused and in their original condition;
- free from damage caused after delivery;
- returned with all included accessories, parts, manuals, or components;
- returned in their original packaging where reasonably possible.
We may refuse a voluntary return if the product does not meet the applicable return conditions, except where mandatory consumer protection law provides otherwise.
Certain products may be excluded from voluntary returns where an exception is permitted under applicable law.
Exchanges
Customers may request an eligible exchange within 30 days from the date of delivery.
Exchanges may include:
- a different size;
- a different color;
- another available variant;
- replacement of a damaged or defective product;
- replacement of an incorrect product received.
All exchanges are subject to product availability.
Exchange requests are normally reviewed within 2 business days.
Once the returned product has been received and inspected, an approved exchange will normally be processed within 3 business days.
Approved replacement products are normally prepared for dispatch within 3 business days after inspection.
After the replacement has been dispatched, the standard delivery timeframe stated in our Shipping & Delivery Policy applies.
If the requested replacement product is unavailable, we may offer an alternative solution or issue a refund to the original payment method.
Return Shipping Costs
WOW Market provides FREE return shipping for all approved returns and exchanges.
Return shipping cost: €0.00
The same return shipping cost applies regardless of the reason for the approved return or exchange, including:
- damaged or defective products;
- incorrect products received;
- products materially different from their description;
- change of mind;
- incorrect size selected by the customer;
- incorrect color selected by the customer;
- incorrect variant selected by the customer;
- other eligible returns or exchanges approved under this policy.
The same €0.00 return shipping cost applies to customers in all countries currently supported by WOW Market.
Customers must contact us before returning any product.
Once a return or exchange request has been approved, we will provide the appropriate return instructions and return address.
Where applicable, we will provide a prepaid return shipping label or another approved return method at no additional cost to the customer.
Do not send products directly to our registered business address unless we specifically instruct you to do so.
Because WOW Market works with third-party fulfillment partners, the return address may differ from our registered business address.
Return Inspection & Processing
Once the returned product has been delivered to the designated return location, it will be inspected.
Returns are normally inspected and processed within 3 business days after the returned product has been received.
We will notify the customer once the inspection has been completed and provide information about the approved refund, exchange, replacement, or other applicable solution.
Refunds
If a return is approved for a refund, the refund will be issued to the original payment method used for the purchase.
Approved refunds are normally processed by WOW Market within 3 business days after the returned product has been received and inspected.
After the refund has been processed by WOW Market, please allow approximately 5–10 business days for the funds to appear in your account.
The exact timeframe may depend on your bank, card issuer, or payment provider.
Damaged, Defective or Incorrect Products
If your order arrives damaged, defective, incorrect, or materially different from the product description, please contact:
Please provide:
- your order number;
- a description of the issue;
- photographs or videos of the product where applicable;
- photographs of the packaging where relevant;
- any other information reasonably necessary to review the issue.
We normally review such requests within 2 business days.
Depending on the circumstances and applicable consumer rights, an appropriate solution may include:
- repair;
- replacement;
- exchange;
- price reduction;
- refund;
- another solution required under applicable law.
Approved returns related to damaged, defective, or incorrect products are subject to the same €0.00 return shipping cost stated above.
How to Start a Return or Exchange
To request a return or exchange, contact:
The request must be submitted within 30 days from the date of delivery for returns or exchanges under this voluntary policy.
Please provide:
- your full name;
- your order number;
- the product you would like to return or exchange;
- the reason for your request;
- your preferred replacement size, color, or variant if requesting an exchange;
- photographs or videos where the product is damaged, defective, or incorrect.
We will normally review your request within 2 business days.
After the request has been approved, we will provide:
- return instructions;
- the correct return address;
- information about the free return method;
- any additional steps necessary to complete the return or exchange.
Please do not return a product before receiving return instructions from WOW Market.
Withdrawal Form
Customers may also use our Withdrawal Form (Widerrufsformular) to notify WOW Market that they wish to withdraw from an eligible purchase.
The Withdrawal Form is available on our website.
Use of the form does not limit any statutory withdrawal rights available under applicable consumer protection law.
Order Cancellations
If you would like to cancel an order before it has been dispatched, please contact:
We will make reasonable efforts to cancel the order before processing or dispatch.
If the order has already been processed or dispatched, cancellation may no longer be possible. You may request an eligible return after receiving the order in accordance with this policy and applicable consumer protection law.
2-Year Legal Guarantee
The voluntary 30-day Return & Exchange Policy is separate from statutory consumer rights.
Consumers in the European Union may have a minimum 2-year legal guarantee for products that are defective or do not conform to the sales contract, subject to applicable law.
Claims relating to defective or non-conforming products under the statutory legal guarantee are not limited by the voluntary 30-day return period.
For further information, please see our Complaints & Legal Guarantee page.
Consumer Rights
Nothing in this policy is intended to exclude, restrict, or reduce mandatory consumer rights provided under applicable EU or national consumer protection laws.
Where applicable law provides rights that are more favorable than the terms of this voluntary policy, those statutory rights will apply.
Contact Information
WOW Market
Business Operator: Pokhyla Serhii
Business Address: Markt 194, 5441 Abtenau, Austria
Email: support@wowmarket.org
Phone: +43 677 63045638
GISA-Zahl: 39722782
VAT ID (UID): ATU83405539
Customer inquiries and return or exchange requests are normally reviewed within 2 business days.