Refund policy

 

Last updated: September 26, 2026

The 5Ws Store, operated by 5Ws, LLC, offers a 14-day return period for eligible physical products.

This policy explains our rules for physical-product returns, damaged or defective products, order cancellations, refunds, preorder cancellations, digital products, and mixed orders.

14-Day Return Policy for Physical Products

Eligible physical products may be returned for any reason when a return is requested within 14 calendar days after delivery, subject to the eligibility requirements below.

For an order delivered in more than one package or on more than one date, the 14-day return period for an individual physical product begins on the date that product is delivered.

To qualify for a voluntary return, the product must be:

  • unused;

  • clean and unwashed;

  • free from damage, stains, odors, alterations, excessive handling, or other signs of use;

  • in substantially the same condition in which it was received;

  • accompanied by all original product components and materials included with it; and

  • accompanied by the order number or other reasonable proof of purchase.

Original product packaging should be included when reasonably possible.

We reserve the right to decline a voluntary return or reduce the amount refunded, to the extent permitted by applicable law, if a returned product does not satisfy these eligibility requirements.

Requesting a Return

A return must be requested within the applicable 14-day period.

Before mailing a product back to us, contact:

Email: returns@5ws.store
Phone: (571) 306-3863

Please provide your order number and identify the product you wish to return.

If the return is eligible, we will provide appropriate return instructions.

Products mailed to us without first requesting a return may not be accepted or may experience processing delays.

Approved returns should be mailed as instructed to:

5Ws, LLC / The 5Ws Store
21000 Southbank St.
Ste. 106, #540
Sterling, VA 20165
United States

This address is a mailing and return address only and is not a retail storefront or location open to the public.

Return Shipping

For an ordinary voluntary return, including a return based on preference or a change of mind, the customer is responsible for return shipping costs.

The applicable return shipping method and any associated cost will be provided or determined as part of the approved return process.

Depending on the return method available, customers may be required to purchase their own return shipping label or may have an applicable return shipping charge deducted from the refund.

We do not currently promise or establish a fixed return-shipping fee. Applicable shipping methods and costs may depend on the product, package, destination, carrier, and return process available at the time.

When the customer purchases their own return shipping, we recommend using a trackable shipping method.

5Ws, LLC is not responsible for a customer-sent return package that is lost before it is received by us.

If a return or replacement is necessary because:

  • an item arrived damaged;

  • an item is defective;

  • we sent the incorrect item; or

  • the return results from another fulfillment error for which 5Ws, LLC is responsible,

we will provide appropriate instructions and will not require the customer to bear reasonable shipping costs associated with correcting the problem.

Damaged, Defective, or Incorrect Products

Please inspect physical products after delivery.

Contact us promptly if a product:

  • arrives damaged;

  • appears defective;

  • is materially different from the product ordered; or

  • is not the product you ordered.

Please contact:

Email: support@5ws.store
Phone: (571) 306-3863

Please provide your order number, a description of the issue, and photographs when reasonably helpful.

After reviewing the circumstances, we may provide an appropriate replacement, refund, or other reasonable resolution.

The ordinary 14-day voluntary return period does not limit rights or remedies concerning defective, unsafe, recalled, or materially nonconforming products that cannot legally be limited.

Product Safety Concerns

If you believe a product may present a safety concern, contact us promptly regardless of the ordinary voluntary return period.

When appropriate, discontinue use of the product while the concern is being evaluated.

Safety concerns may be reported to:

Email: support@5ws.store
Phone: (571) 306-3863

Nothing in this policy limits any product-safety right or remedy that cannot legally be waived.

Order Cancellations

In-Stock Physical Products

Customers may request cancellation of an ordinary in-stock physical-product order before the applicable item has been fulfilled or shipped.

Where available, Shopify may allow customers to submit a self-service cancellation request while an item remains unfulfilled and eligible for cancellation under our store settings.

Customers may also contact:

Email: orders@5ws.store
Phone: (571) 306-3863

Please include your order number and sufficient information for us to identify the order.

We will make reasonable efforts to accommodate an ordinary cancellation request received before fulfillment or shipment. However, submission of a cancellation request does not guarantee cancellation.

Because 5Ws, LLC personally processes and fulfills physical orders, an order may already have been picked, packed, labeled, prepared for carrier transfer, or otherwise entered the fulfillment process before we are able to review a cancellation request.

If we are able to cancel an ordinary physical-product order before shipment, we will refund the applicable amount paid for the cancelled merchandise and any shipping charge reasonably attributable to the cancelled unshipped item or shipment.

If other physical items remain in the order, shipping charges attributable to those remaining items or shipments may remain applicable.

Once an ordinary physical-product item has shipped, that item can no longer be cancelled. It instead becomes subject to the applicable 14-day physical-product return provisions of this policy.

Preorders

Preorders have a broader cancellation right.

A customer may cancel an eligible physical-product preorder for a full refund at any time before that preorder item has shipped.

This right applies whether the cancellation request is submitted through an available Shopify self-service feature or directly to 5Ws, LLC.

The availability or expiration of a Shopify self-service cancellation option does not reduce this preorder cancellation right.

To request cancellation, contact:

Email: orders@5ws.store
Phone: (571) 306-3863

For purposes of this policy, a preorder item is considered shipped when that merchandise has been transferred to the shipping carrier for delivery.

For orders containing multiple physical items or multiple shipments, cancellation eligibility is determined separately for each applicable preorder item. Shipment of one item does not automatically eliminate the cancellation right for another eligible preorder item that has not yet shipped.

If an eligible preorder cancellation is requested before shipment, the amount paid for the cancelled preorder item, including applicable taxes and any shipping charge reasonably attributable to that cancelled unshipped item or shipment, will be refunded.

If no other shippable items remain in the order, any applicable shipping charge collected for the order will also be refunded.

We do not charge a cancellation fee or restocking fee for a properly cancelled preorder before shipment.

Once a preorder item has shipped, it becomes subject to the ordinary physical-product return provisions of this policy.

Digital Products

Digital products offered through The 5Ws Store may include:

  • downloadable activities;

  • worksheets;

  • printables;

  • educational materials;

  • creative resources; and

  • other downloadable files or electronically accessible content.

Because digital products may be electronically delivered shortly after successful payment, we cannot guarantee that a digital-product order can be cancelled after it is placed.

If you wish to cancel a digital-product purchase before electronic access has been provided, please contact us promptly at:

Email: support@5ws.store
Phone: (571) 306-3863

If electronic delivery has not yet occurred and cancellation remains reasonably and technically possible, we may cancel the digital-product order and issue an appropriate refund.

Once the digital product, download link, or other access to the purchased digital content has been provided, the purchase is final and is not eligible for cancellation, return, exchange, or refund, except where otherwise required by applicable law.

Please review the applicable product description and any printing, compatibility, license, or usage information before purchasing.

If you experience a legitimate technical problem obtaining or accessing a purchased digital product, contact:

support@5ws.store

We will make reasonable efforts to:

  • restore or provide access;

  • resend an applicable download or access link;

  • provide a replacement download; or

  • provide a corrected file when appropriate.

A technical access issue does not automatically entitle a purchaser to a refund when the purchased digital product can otherwise be successfully provided.

Digital products remain subject to the license and permitted-use terms stated in our Legal Notice, Terms of Service, applicable product page, or the digital product itself.

Mixed, Partial, and Multi-Package Orders

An order may contain more than one physical product, physical products shipped in separate packages, digital products, or a combination of physical and digital products.

Each applicable item or portion of the order is evaluated separately under this policy.

For example:

  • an eligible physical product may qualify for return under the 14-day physical-product return policy;

  • an unfulfilled physical item may be eligible for a cancellation request;

  • an unshipped physical preorder may be cancelled under the preorder provisions of this policy;

  • a physical item that has already shipped is governed by the physical-product return provisions of this policy; and

  • a digital product remains final sale following electronic delivery except where otherwise required by applicable law.

Cancellation, return, or refund of one item or portion of an order does not automatically cancel, return, or make refundable another item or portion.

If physical products from one order are delivered on different dates, the applicable 14-day voluntary return period is measured separately from the delivery date of each physical product.

If only part of an order is voluntarily returned, original shipping charges associated with the completed shipment or remaining merchandise are generally not recalculated or refunded solely because fewer items are ultimately retained.

Refunds

After an eligible returned physical product is received, we will inspect it and notify you regarding the status of your refund.

If the return is approved, the applicable refund will ordinarily be issued to the original payment method.

Please allow up to 10 business days after approval for us to process an approved refund.

Your bank, credit card issuer, Shopify payment service, or other payment provider may require additional time to post the refund to your account.

If more than 15 business days have passed after we confirmed that your refund was approved and you have not received it, please contact:

returns@5ws.store

Processing times after a refund is issued are controlled in part by the applicable bank, card issuer, Shopify payment service, or other payment provider and may vary.

Original Shipping Charges

Original shipping charges are generally non-refundable when an otherwise satisfactory physical product is voluntarily returned because of preference or a change of mind.

This includes an ordinary voluntary return of only part of a multi-item order.

If a refund results from an incorrect, damaged, or defective product, or another fulfillment error for which 5Ws, LLC is responsible, applicable original shipping charges may also be refunded as appropriate.

If an unshipped order, item, or preorder is properly cancelled before shipment, any shipping charge reasonably attributable to the cancelled unshipped merchandise or shipment will be refunded.

If other shippable merchandise remains in the order, shipping charges associated with those remaining items or shipments may remain applicable.

Nothing in this policy limits reimbursement required by applicable law.

Exchanges

We generally do not process ordinary direct exchanges.

If you would prefer a different eligible physical product, you may return the original product under this policy and place a new order.

If a product arrives damaged, defective, or incorrect, please contact support@5ws.store before placing another order so that we can determine the appropriate resolution.

Preorder Delays

Products identified as preorders may have estimated shipment dates, months, seasons, or other anticipated shipping windows.

Preorder shipment timing may be affected by circumstances outside our direct control, including:

  • manufacturing or production delays;

  • suppliers or other intermediaries;

  • freight or transportation disruptions;

  • supply-chain conditions;

  • material shortages;

  • port congestion;

  • customs or import processes involving third parties;

  • tariffs, duties, trade requirements, or governmental policies;

  • carrier issues;

  • labor disruptions;

  • severe weather;

  • natural disasters; or

  • other operational circumstances.

If we cannot ship a preorder within a timeframe represented to the customer, we will provide the notices, revised shipment information, opportunity to consent to a delay, cancellation rights, and refunds required by applicable law.

A customer may also cancel an eligible preorder for a full refund at any time before shipment under our Purchase Options Cancellation Policy.

Final Sale Products

Digital products are final sale after electronic delivery as described above.

We may occasionally identify another product as Final Sale before purchase.

A physical product clearly identified as Final Sale is not eligible for an ordinary voluntary return unless otherwise stated.

A Final Sale designation does not eliminate rights relating to a damaged, defective, incorrect, recalled, unsafe, or materially nonconforming product that cannot legally be waived.

Promotions and Discounts

Unless expressly stated otherwise, an eligible physical product purchased with a promotional or discount code remains subject to this policy.

Any refund will generally be based on the amount actually paid for the returned product after applicable discounts.

Rights Under Applicable Law

This Return and Refund Policy describes the voluntary return, cancellation, and refund policies offered by 5Ws, LLC.

It does not exclude, restrict, or modify any consumer right or remedy that cannot lawfully be excluded, restricted, or modified.

Contact Us

5Ws, LLC / The 5Ws Store
Website: https://5ws.store

Mailing and Return Address:
21000 Southbank St.
Ste. 106, #540
Sterling, VA 20165
United States

Returns: returns@5ws.store
Orders and Cancellations: orders@5ws.store
Product and Digital Support: support@5ws.store
General: info@5ws.store
Phone: (571) 306-3863

Please contact us before mailing a return.

The Sterling address above is a mailing and return address only and is not a retail storefront or location open to the public.