Refund policy

Refund & Return Policy

At Wiener Family, we take pride in designing high-impact, premium tandem inflatable costumes. Because of the seasonal, event-based nature of our products and strict hygiene standards, we enforce a firm and clear return and refund policy. Please review these terms carefully before placing your order.

Strict Return Eligibility Criteria

To qualify for a return or replacement under our 30-Day Money-Back & Quality Guarantee, your item must meet all of the following conditions without exception:

  • Factory Condition Only: The costume must be completely unused, unworn, unwashed, and in the exact condition you received it.

  • Intact Original Packaging: The costume must be folded in its original branded packaging along with all original components (inflation fans, battery packs, waist cords, manuals, and protective inserts).

  • No Buyer's Remorse Returns: Because our costumes are specialty event items, we do not accept returns or issue refunds due to change of mind, personal preference, ordering by mistake, or "simply not liking the item." All sales are final unless the product arrives defective or damaged.

  • Seasonal & Post-Event Policy: We strictly do not accept returns on costumes purchased for, during, or after seasonal events or holidays (such as Halloween, parades, or themed parties). Items returned with signs of wear, outdoor scuffs, dirt, odor, or missing parts will be immediately rejected and returned to the sender at their expense.

  • Timeframe: Return requests must be initiated within 30 calendar days from the verified carrier delivery timestamp. Requests submitted after 30 days are ineligible for return, exchange, or refund.

Damaged, Missing, or Defective Items

We thoroughly inspect our products before dispatch, but we cover manufacturing defects and transit damage under our guarantee:

  • You must inspect your costume immediately upon delivery.

  • Any defect, missing component, or transit damage must be reported within 48 hours of carrier delivery confirmation.

  • To file a claim, email wienerfamily.store@outlook.com with:

    1. Your order number and full name.

    2. Clear, high-resolution photos or a video showing the defective area, non-functioning fan/battery pack, and the shipping label on the packaging.

  • Claims submitted after the 48-hour delivery window, or claims lacking visual proof, cannot be honored.

Chargeback & Dispute Policy

We work directly with customers to resolve legitimate order and defect issues:

  • By completing a purchase on our website, you acknowledge and agree to our processing times, estimated transit schedules, and return criteria.

  • Filing a fraudulent chargeback or claiming "item not as described" or "item not recognized" for a delivered, functioning order constitutes friendly fraud.

  • In the event of a payment dispute, we submit complete documentation to credit card issuers and payment processors, including delivery confirmation timestamps, GPS delivery coordinates, IP address records, signed fulfillment logs, and proof of agreed-upon store policies.

  • Please contact us directly at wienerfamily.store@outlook.com to resolve any issue before contacting your financial institution.

How to Initiate an Authorized Return

  1. Email our support team at wienerfamily.store@outlook.com with your order number, reason for return, and required photo/video documentation.

  2. If your return meets our eligibility criteria, we will provide a Return Merchandise Authorization (RMA) and designated warehouse return address.

  3. Do not send your package back without an official RMA. Unauthorized returns sent without prior approval or shipped to the incorrect fulfillment hub cannot be tracked and will not be refunded.

Return Shipping Costs

  • The customer is solely responsible for paying all return postage and freight fees. Return shipping labels are non-refundable.

  • Because costumes are high-value parcels, you must use a trackable shipping service (e.g., USPS, UPS, FedEx, DHL) and purchase shipping insurance. We do not guarantee receipt of returned parcels and cannot process refunds for returns lost in transit by your selected courier.

Inspection & Refund Process

  • Once your package arrives at our warehouse, our quality control team will inspect the item within 3–5 business days.

  • If approved, your refund will be processed back to your original payment method. Please allow 3–7 business days for your bank or credit card company to post the credit to your account.

  • If the inspection reveals signs of wear, outdoor dirt, missing accessories, or packaging damage, your return will be formally rejected, no refund will be issued, and you will be responsible for covering shipping to have the item sent back to you.

Support & Contact

  • Customer Support Email: wienerfamily.store@outlook.com

  • Brand: Wiener Family