Refund and Rescheduling Policy

All bookings are non-refundable under any circumstances, as each booking represents a commitment from the customer. This policy is strictly enforced to uphold the quality and integrity of our services.

Online bookings through the Site are processed by Stripe. If a technical error on Stripe's side results in a charge to your card without a successful booking, please contact us with supporting evidence so we can investigate. Win Wedding is not responsible for any fees or delays imposed by your bank or financial institution.

We do not offer refunds for any completed service. Upon finishing wedding decorations, we ask for feedback from the bride and groom to ensure their satisfaction. Any necessary adjustments are addressed immediately. Similarly, for makeup services, we strive to meet customer satisfaction on the spot and accommodate additional requests promptly.

For select products we offer, we are pleased to provide a refund or exchange if the item is defective. Customers must provide an unboxing video recorded from the moment the package is first opened. Videos recorded after unboxing, or those that are edited or cut, will not be accepted. Upon receiving a valid video, we will dispatch a replacement. If a replacement is unavailable, we will request the customer's bank account details and process the refund within 30 days from the complaint date.

Refunds are not available for bookings related to pre-wedding shoots, wedding dresses, event organization, decoration, or wedding photography. These services are strictly non-refundable.

Refunds will be processed within 30 days of receiving a valid complaint. For product exchanges, replacements will be dispatched within 7 days from the complaint date.

Special consideration may be given in emergency situations. For instance, if the bride or groom faces an accident close to the wedding date, we may offer the option to reschedule. This rescheduling policy also applies to emergencies affecting makeup bookings, pre-wedding shoots, and dress rentals, provided valid evidence is presented. Win Wedding reserves the right to deny rescheduling if evidence is deemed insufficient.

In the event that the wedding cannot proceed due to hospitalization or the death of the bride or groom, we may offer the option to transfer the booking to a relative or friend who wishes to marry soon, or exchange the booking for a store voucher.

In the event that Win Wedding must cancel or postpone a service due to force majeure, natural disaster, epidemic, or circumstances beyond our control, we will notify the affected customer as soon as practicable and offer the option to reschedule or receive a voucher of equivalent value. Win Wedding reserves the right to assess each situation on a case-by-case basis.

Vouchers issued by Win Wedding are valid for 12 months from the date of issue and may be redeemed against any Win Wedding service. Vouchers cannot be exchanged for cash and are non-transferable, except to immediate family members or a spouse.