Returns and refunds policy

This policy explains how sellers and Woohl work together on buyer cancellations, returns, replacements, refunds, lost parcels, chargebacks and return to origin. It applies to orders placed through Woohl and forms part of the Seller Terms. The buyer-facing product and checkout information must state the applicable return window, conditions, exclusions, warranty and return shipping cost before a buyer pays.

A category rule or a sellers approved policy may offer the buyer a better remedy. It may not remove a right the buyer has under applicable consumer law. The seller operating schedule sets the practical handoff, evidence and settlement rules for that sellers category. Where the schedule is silent, Woohl will resolve the case reasonably based on the order record, the listing, the cause and applicable law.

A buyer may ask to cancel before dispatch through the available order support flow. If the parcel has not been handed to a courier and the order can be stopped, the buyer should receive a reversal or refund through the original payment route. No Woohl commission is due on the cancelled order. Any already incurred courier booking cost is allocated under the operating schedule after its cause is reviewed.

A seller who cannot fulfil must tell Woohl promptly and must not create a false shipping event to avoid cancellation. An out-of-stock, incorrect price or damaged-before-dispatch item should be withdrawn or corrected before another buyer purchases it. Repeated preventable cancellations may lead to listing review.

Once a parcel is with a courier, cancellation may require interception, refusal at delivery or return to origin. The outcome depends on the couriers ability to stop delivery and the buyers legal rights. Woohl will tell the seller what action is needed. The seller should not promise an instant refund before confirming whether the parcel has been delivered, returned or lost.

The tracking record alone is not always conclusive. Photos, proof of handover, delivery scan, buyer report and carrier investigation may be considered where an event is disputed.

When a buyer reports an incorrect, damaged, defective, incomplete, expired, counterfeit or materially misdescribed item, the seller must help investigate promptly. Woohl may request photos or a short video of the product, package, label and invoice, along with any relevant listing or batch information. A buyer should not be required to repair a defective new item as a condition of receiving an applicable legal remedy.

If the issue is confirmed, the remedy may be replacement, repair where appropriate and accepted, exchange, full or partial refund, and/or return pickup. The buyer should not bear return shipping for a seller-caused fault or another case where law requires the seller to bear it. Commission and settlement are adjusted to reflect the completed remedy.

A change-of-mind return is a request where the product is as described and the buyer simply no longer wants it. Eligibility depends on the category and the return promise shown before purchase. Product pages should state the window and condition requirements clearly. Some sealed, perishable, customised, hygiene-sensitive or time-limited goods may be ineligible for a voluntary change-of-mind return if disclosed lawfully and if the item is otherwise conforming.

If an eligible change-of-mind return is accepted, the seller and buyer should follow the displayed packaging and pickup instructions. Return shipping allocation, any lawful deduction for missing or damaged parts, and the refund method must match the published terms. No undisclosed restocking fee may be imposed after purchase.

Food, cosmetics, personal care, intimate products, made-to-order items, fragile goods, electronics and regulated goods may have category-specific safety, hygiene, expiry, warranty or transit rules. The seller must tell Woohl what category-specific restrictions apply and supply the disclosures before listing. A no-return label does not defeat a buyers rights for a defective, unsafe, counterfeit or misdescribed item.

If a recalled or unsafe product is identified, the seller must notify Woohl immediately, stop selling affected units, cooperate in buyer communications and provide the remedy required by law or the recall plan.

Buyers and sellers can contact hello@woohl.com with the order ID, product, date, issue and available evidence. Woohl records the case, checks the order and listing, asks for missing information and tells the parties the proposed next step. The seller must keep relevant package and dispatch evidence and reply within the response time in its operating schedule. A silence or inability to provide evidence may require Woohl to decide on the material available.

If a parcel must return, Woohl will provide an approved return address or courier process. The seller should inspect the returned item promptly and report a genuine mismatch or transit damage with photos. Woohl may review buyer and seller evidence, carrier scans and previous communications before final reconciliation.

Once a refund is approved, Woohl initiates it through the relevant payment route or provider as soon as reasonably practicable and within any period required by law or the buyer-facing promise. The time for money to appear in the buyers account may depend on the payment provider or bank. A seller must not ask a buyer to accept an off-platform refund that bypasses the order record.

A partial refund must state what portion of the item or service it covers and why. Delivery charges, COD charges or optional services are refunded when required by the published offer, the cause of the problem or law. A credit or voucher may be offered only where lawful and accepted by the buyer rather than substituted for a required monetary refund.

An exchange or replacement requires a serviceable address and available stock. The seller should reserve the replacement SKU, verify the variant and dispatch within the agreed period after the original item is received or the evidence makes a return unnecessary. If the promised replacement cannot be provided, the buyer should be offered the applicable refund remedy.

The seller must not create a new sale or charge extra without the buyers agreement. A replacement for a seller-caused wrong or defective item should not impose a new shipping charge on the buyer.

A parcel may be delayed because of a courier exception, failed delivery attempt, weather, address issue or a missed pickup. Woohl and the seller should investigate tracking and contact the carrier under the chosen fulfilment model. A lost parcel should not be marked delivered solely to complete settlement. Buyer remedies and courier claims are separate processes; a buyer should not have to wait for every carrier claim step when a remedy is legally due.

Carrier compensation may depend on declared value, packaging, prohibited item rules and claim deadlines. Sellers should retain invoice and packing evidence. Allocation of an unrecovered loss follows the cause and the operating schedule.

A return-to-origin (RTO) event occurs when a carrier returns a parcel rather than delivering it. Causes include an invalid address, unavailable recipient, refusal, failed delivery attempts or a service problem. The seller should accept the parcel, check its condition and update inventory only after inspection.

Forward and RTO shipping charges can both arise. The applicable allocation depends on the reason, buyer promise, courier terms and the seller operating schedule. A refused delivery does not automatically prove buyer fault, and the seller should not assume a refund can be denied without reviewing the facts.

No commission is charged on an order cancelled before it is successfully completed and delivered. If a delivered order is later refunded, the corresponding commission treatment is set out in the operating schedule and the refund statement. For a partial refund, the adjustment should be proportionate to the affected item or amount according to that schedule.

Woohl may temporarily hold the disputed portion of a payout while the case is reviewed, while paying undisputed amounts on the ordinary cycle when practicable. The final statement should show item value, refund, commission adjustment, shipping allocation, taxes and any carrier adjustment separately.

A buyer may raise a payment dispute with a bank or payment provider. Woohl may ask the seller for order acceptance, invoice, listing, dispatch, tracking, delivery and communication evidence. The seller should supply it promptly. A chargeback can result in a temporary hold or reversal while the payment provider decides the case.

A payment provider decision is not always the same as a finding about product quality. Woohl and the seller will review any remaining contractual or legal obligations after the decision. Charges arising from a seller-caused breach or fraud may be allocated to the seller as described in the operating schedule.

Woohl may decline an abusive request supported by evidence of fraud, item substitution, false damage claims or repeated misuse, while respecting applicable consumer rights. Sellers must not retaliate against a buyer for making a complaint or leave a buyer without a documented response. A seller who believes a case was decided wrongly may ask for review with new evidence at hello@woohl.com.

Both parties should handle photos, addresses and contact details shared in a case as confidential order data. Evidence may be shared with a payment or logistics provider only as needed to resolve the case.

• Publish the correct return and warranty details for every product before it goes live.
• Keep stock, variants, labels, instructions and product photographs accurate.
• Use durable packaging and retain proof of the packed item and courier handover.
• Report a fulfilment or safety problem as soon as it is known.
• Respond to case requests with the order ID and evidence, without contacting the buyer for unrelated purposes.
• Review settlement adjustments and raise a question by email if a line is unclear.