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This page explains the general process for contacting support about damaged items, incorrect shipments, cancellation requests, and other situations where a return or refund request may need to be reviewed.
A topical product may involve request-specific review, so it is important to wait for instructions before sending a product back. This helps reduce confusion and makes the process easier to follow.
Start by contacting support with your order details.
This allows us to understand the situation before any item is mailed back or any further action is taken.
We review the request and explain the applicable next step.
Different circumstances may require different documentation or follow-up information.
Return destinations and requirements are provided after review.
This helps avoid products being sent to an address that cannot process them correctly.
Approved requests are processed according to the outcome of the review.
The most appropriate resolution may vary depending on the specific order situation.
If you believe a return, refund, or order-resolution request may apply, contact support first. Include your order number, a short explanation of the issue, and any details that will help us understand the request.
Our goal is to review requests in a clear and practical manner so customers understand which route applies to their order and what information may still be needed before the request can be completed.
Requests are reviewed based on the order details, the condition of the product, the reason for the request, and the policy that applies to the transaction. For a topical spray product, do not assume every item can be returned in the same way regardless of condition or opening status.
Our goal is to review requests in a clear and practical manner so customers understand which route applies to their order and what information may still be needed before the request can be completed.
If an item arrives damaged, incorrect, or incomplete, contact support as soon as reasonably possible and include a clear explanation. Photos of the parcel or product may be requested when useful to review the situation.
Our goal is to review requests in a clear and practical manner so customers understand which route applies to their order and what information may still be needed before the request can be completed.
The registered company address is not automatically the return-processing location. Please wait for return instructions, including the correct destination, before mailing anything back.
Our goal is to review requests in a clear and practical manner so customers understand which route applies to their order and what information may still be needed before the request can be completed.
If a refund request is approved, the refund is generally issued through the original payment route or another appropriate method associated with the order. The time it takes for funds to appear can depend on the payment service or financial institution.
Our goal is to review requests in a clear and practical manner so customers understand which route applies to their order and what information may still be needed before the request can be completed.
If you need to cancel an order, contact support as quickly as possible. Cancellation may not be possible after the order has moved into fulfillment or shipment.
Our goal is to review requests in a clear and practical manner so customers understand which route applies to their order and what information may still be needed before the request can be completed.
Responsibility for return shipping costs can depend on the reason for the return request, the product condition, and the applicable policy or instructions provided by support.
Our goal is to review requests in a clear and practical manner so customers understand which route applies to their order and what information may still be needed before the request can be completed.
In some cases, another solution such as replacement guidance, partial resolution, or order-specific support may be more appropriate than a standard return route.
Our goal is to review requests in a clear and practical manner so customers understand which route applies to their order and what information may still be needed before the request can be completed.
Email: service@wayvira.com
Phone: +86 184-6619-2077
Service Hours: 8:00 AM – 10:00 PM Daily
Please include your order number and the reason for the request so we can review it more effectively. If the issue involves damage or an incorrect item, photos can often help explain the problem more clearly.
A return or refund request is easier to review when the reason is clear and the order can be identified. The checklist below is intended to help customers submit the useful details at the start.
Include the order number and the email address used at checkout, if available. If you cannot locate an order number, explain that in the message and provide the other details you have.
Do not include payment-card security codes or passwords.
Explain whether the concern involves damage, an incorrect item, an incomplete order, a cancellation request, or another issue. A clear description helps determine which policy details are relevant.
If the product simply did not meet your expectations, state that plainly rather than guessing which policy category applies.
If a photo can show a damaged parcel, incorrect item, or missing component, include a clear image when requested or useful. Keep the original packaging until you know whether it may be relevant to review.
Do not mail a product back before receiving the appropriate instructions.
The review path depends on the issue and the information available. Not every request will follow exactly the same sequence, but these stages explain the general approach.
Support checks the explanation and the available order details. If the request is missing information needed to understand the situation, a follow-up question may be necessary.
The request may be reviewed against the order record, product details, fulfillment information, and the relevant policy terms. This helps distinguish between different types of order issues.
If additional information is needed, support may explain what to provide. If a return route applies, wait for the correct return instructions and destination before sending anything.
Where a refund or other resolution is approved, the next steps will depend on the decision and the relevant payment or fulfillment process. The timing for a refund to appear can vary by payment provider or financial institution.
The business address listed for company identification may not be the address used to receive and process returns.
Sending a product to an unconfirmed address may make it difficult to match the parcel to the original order or may delay review. Contact support first and wait for the instructions that apply to your specific request.
For topical products, the condition of the item and the nature of the request may affect the available process. Do not assume that a return will be handled in the same way in every circumstance; the team needs to review the details before explaining the next step.
If a parcel arrives damaged or the item is incorrect, keep the order information and any relevant packaging details available while the request is being reviewed. Photos can be helpful where they clearly show the issue.
An approved refund and the appearance of funds in an account are separate stages.
When a refund is approved, it is generally processed through the original payment route or another appropriate route associated with the order. After processing, the payment provider or financial institution may need additional time to display the funds. That timing is not always controlled directly by the store.
If a refund has been confirmed but does not appear within the timeframe described by your payment provider, review the transaction details and contact support with the order number. Support can help clarify the store-side status, while the provider may be best placed to explain account posting or statement timing.
Brand Name: Hicell®
Product Line: Hicell® Joint Care Topical Spray 10-in-1
Legal Company Name: Shanghai Jinzheng Intelligent Technology Co., Ltd.
Owner: Liu Xianmi
Business Address: Building 7, No. 3259, Huhang Highway, Fengxian District, Shanghai
Customer Support Email: service@wayvira.com
Customer Support Phone: +86 184-6619-2077
Customer Service Hours: 8:00 AM – 10:00 PM Daily
These details are provided so customers can identify the operating business behind the store, understand how to contact support, and know where to direct general business correspondence. Return destinations, however, may differ from the registered office or general contact address and should only be used after support provides specific instructions.
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