What is Whoppah’s return policy?

Summary

• Bought from a business seller: you have the legal right of withdrawal. You may return the item for any reason within 14 days of delivery.

• Bought from a private seller: returns are possible when the item does not match the listing (damaged, incomplete, wrong item, counterfeit), or when buyer and seller agree.

• Refund: Whoppah is not a party to the sale, so the refund comes from the seller's sale amount. It is made without undue delay once the seller has the item back.

• Payment: while the order is in dispute and support has been informed, Whoppah holds the payment instead of paying it out to the seller.

• Return shipping: paid by the buyer, unless the item does not match the listing. In that case the seller pays all shipping and return costs.

• Contact: support@whoppah.com, Monday to Friday 09:30 to 17:00 (CET). We reply within 2 business days.

1. Purchases from a business seller (right of withdrawal)

Consumers who buy from a professional seller on Whoppah have the legal right of withdrawal. You can return the item within 14 days of delivery without giving a reason, provided you notify us within those 14 days and return the item in its original condition.

How to return:

1. Open the order in the Whoppah chat and mark it as ‘dispute’ within 14 days of delivery.

2. Email support@whoppah.com so that we are informed and can hold the payment.

3. Tell the seller in the chat that you are returning the item.

4. Ship the item to the return address within 14 days of your notification.

The seller refunds the purchase price without undue delay once the item is back with them. Buyer Protection and service costs are not refunded, and shipping costs are not refunded unless the item did not match the listing. Loss of value caused by use beyond what is necessary to inspect the item may be deducted.

2. Who pays the refund

Whoppah is not a party to the sale between buyer and seller. The refund therefore comes from the seller's sale amount. As long as the order is marked as ‘dispute’ and support has been informed, Whoppah holds the payment, so the seller does not receive it yet. If the payout to the seller has already been made, the seller refunds the buyer directly. In that case the seller may wait with the refund until the item is back.

3. Purchases from a private seller

Private sellers are not bound by the right of withdrawal. A return is possible when:

• the item significantly deviates from the listing, or

• buyer and seller agree to a return.

Report a deviation within 2 days of delivery via support@whoppah.com, with clear photos. Whoppah mediates if needed.

4. What counts as “does not match the listing”

Arrived damaged without this being stated, parts missing, wrong item (colour, material), or counterfeit. In these cases:

• the seller pays all shipping and return costs;

• you receive the purchase price including shipping, minus the Buyer Protection and service costs;

• the refund is made without undue delay once the item is back with the seller.

Without Buyer Protection, or reported too late: if you did not have Buyer Protection, or if you report the problem later than 2 days after delivery, the order counts as completed. Buyer and seller then have to sort it out between themselves.

5. Damaged in transport

Email support@whoppah.com with photos of the item and the packaging. Whoppah files the claim with the carrier for you.

6. Alternatives to a return

Buyer and seller may agree on a partial refund or a discount instead of a return. The agreed amount is settled from the seller's sale amount.

7. Cancelling before shipping

An order can be cancelled before shipping when buyer and seller agree. Confirm it to us by email. The refund is made without undue delay.

8. Important

• Returns are possible from business sellers (right of withdrawal) or when the item does not match the listing. Returns to private sellers are possible by agreement with the seller or with Whoppah’s customer support team when the item deviates from the listing.

• Whoppah only holds the payment once the order is marked as ‘dispute’ in the chat and you have emailed support.

• Refunds come from the seller's sale amount and are made without undue delay, not within a fixed number of days.

• Buyer Protection and service costs are not refunded.

Questions?

support@whoppah.com, Monday to Friday 09:30 to 17:00 (CET), reply within 2 business days.