Refund and Cancellation Policy

Last updated: July 31, 2026

At WenYiGo, every order is personally reviewed and carefully coordinated with our trusted local partner in China. Because many of our products are freshly prepared or custom arranged for each recipient, cancellation and refund eligibility depends on the status and nature of your order.

Order cancellations

If you need to cancel an order, please contact us as soon as possible at contactwenyigo@gmail.com. We'll always do our best to accommodate your request, but cancellations depend on how far your order has progressed.

A full refund may be issued when:

We receive your cancellation request before the order has been placed with the merchant.
The requested product is unavailable and you decline an offered replacement.
WenYiGo is unable to arrange fulfillment or delivery.

Once an order has been placed with a merchant, entered preparation, been customized, or been dispatched for delivery, it generally cannot be canceled or refunded.

Submitting a cancellation request does not guarantee that the order can be stopped.

Food, drinks, flowers, cakes, and perishable items

Food, beverages, flowers, cakes, desserts, and other perishable or freshly prepared products are not eligible for return or refund after preparation or delivery except when:

The wrong item was delivered.
The item arrived materially damaged or unusable.
The order was not delivered because of an error by WenYiGo or the merchant.
The delivered item materially differed from the confirmed order and no reasonable substitution had been authorized.

Minor differences in flower variety, color, wrapping, cake decoration, food presentation, packaging, or product appearance do not automatically qualify for a refund when caused by local availability or merchant preparation.

Gifts and nonperishable merchandise

Eligibility for returns or refunds on nonperishable merchandise depends on the individual merchant’s return policy.

Before approving a return, we may require:

Clear photographs of the item and packaging.
A description of the issue.
Confirmation that the item is unused and in its original condition.
A return authorization from the original merchant.

Return shipping, courier fees, and other associated costs may be deducted from the refund unless the item was incorrect, defective, or materially damaged upon arrival.

Do not return an item without first receiving instructions from WenYiGo.

International Orders

WenYiGo accepts orders from customers around the world for delivery within mainland China. Customers are responsible for ensuring they have permission to use their selected payment method and for complying with any applicable laws in their country of residence.

Custom and personalized orders

Custom-made, personalized, engraved, specially designed, or made-to-order products cannot normally be canceled, returned, or refunded after production has begun.

Recipient information and failed delivery

Customers are responsible for providing accurate and complete delivery information, including:

Recipient’s full name
Valid mainland China mobile number
Province, city, and district
Complete street, building, unit, and room information
Any access or delivery instructions

Refunds may not be available when delivery fails because:

The address or phone number provided was incorrect or incomplete.
The recipient could not be reached.
The recipient refused delivery.
The recipient or delivery location does not accept outside deliveries.
The courier could not access the property or delivery area.
No one was available to receive a perishable or time-sensitive order.

When possible, we may offer redelivery. Additional product or delivery charges may apply.

Substitutions

If an exact item isn't available, we'll make every reasonable effort to contact you before approving a significant substitution. When timing doesn't allow, we may choose the closest comparable option of similar quality and value to avoid delaying your recipient's gift.

Delayed orders

If we're unable to fulfill your order within a confirmed delivery timeframe, we'll contact you as soon as possible to discuss your options, which may include accepting a revised delivery date or receiving a refund for the unfulfilled order, where applicable.

WenYiGo is not responsible for delays caused by severe weather, holidays, traffic restrictions, merchant closures, building-access restrictions, courier disruptions, local emergencies, government actions, or other circumstances outside our reasonable control.

Missing or damaged orders

Two hours of delivery for food, drinks, flowers, cakes, and other perishable items.
Three calendar days of delivery for nonperishable merchandise.

Please include:

Your order number.
A description of the problem.
Clear photographs or video when relevant.
Any delivery messages or information received from the courier.

We encourage you to contact us as soon as possible so we can investigate while delivery information is still available.

Approved refunds

Approved refunds are processed to the original payment method used during checkout.

Your bank or payment provider may require additional processing time before the funds appear in your account. Original delivery charges, service fees, and payment-processing costs may be nonrefundable when those services were already performed, except where required by law.