Refund policy

We want you to be happy with your Wilkins purchase. If something isn't right, this policy explains how returns, exchanges and refunds work.

Return window

You have 30 days from the date your order is delivered to request a return.

Condition of returned items

To be eligible for a return, your item must be:

• Unused and unopened, with any factory seal intact
• In its original packaging, with all accessories and inserts included
• Accompanied by your order number or proof of purchase

Because our cleaning solutions, sprays, wipes and midsole markers are consumable products applied directly to footwear, we cannot accept returns on these items once they have been opened or used — unless the item arrived damaged, faulty or incorrect. Cotton masks and other single-use items are also non-returnable once the pack has been opened, for hygiene reasons.

Non-returnable items

• Opened or used cleaning solutions, sprays, wipes and midsole markers
• Opened packs of cotton masks or other hygiene items
• Gift cards
• Items marked as final sale or clearance
• Free gifts and promotional items

How to start a return

1. Email info@wilkinscleanser.com with your order number, the item(s) you would like to return, and the reason for the return.
2. We will reply with return instructions and the return address. Please do not send anything back before you receive these — unauthorised returns may not be refunded.
3. Pack the item securely in its original packaging and ship it to the address we provide.

Return shipping costs

• If the item is damaged, faulty, or we sent you the wrong product, we cover the return shipping cost and will send a replacement or issue a full refund.
• For all other returns, including change of mind, the customer is responsible for return shipping. Original shipping charges are non-refundable.
• We recommend using a tracked service. We cannot be responsible for returns lost in transit.

Refunds

Once we receive and inspect your return, we will email you to confirm the outcome. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take an additional billing cycle for the credit to appear on your statement.

Exchanges

The fastest way to exchange an item is to return the original for a refund and place a new order for the item you want.

Damaged, faulty or incorrect items

Please inspect your order on delivery. If anything is damaged, defective, or not what you ordered, contact us at info@wilkinscleanser.com within 7 days of delivery with photos of the item and its packaging so we can put it right.

Order cancellations

If you need to cancel an order, email us as soon as possible. We can usually cancel an order before it has been dispatched. Once it has shipped, the return process above applies.

Questions

WilkinsCleanser
73 M.5 T.Bansang, Bangpa-in, Phra Nakhon Si Ayutthaya 13170, Thailand
info@wilkinscleanser.com