What is Whoppah’s return policy?

Question

Accepted Answer

1. When can I return an item?

A. When purchasing from a business (professional) seller

Consumers who buy from professional sellers via Whoppah have the legal right of withdrawal. This means you can return the item within 14 days of receipt, provided you report this on time and return the item in its original condition.

Steps to follow:

Mark the order as ‘dispute’ via the Whoppah chat.
Then contact Whoppah’s support team, so the payment to the seller is paused.
Notify the seller of the return via the chat.
Return the item within 14 days of your notification, to the return address provided.

Who pays the return shipping?
The buyer covers the return shipping costs, unless the item does not match the listing—in that case, the seller pays for return shipping.

After the seller receives the item in good condition, the purchase price (excluding shipping and buyer protection fees)will be refunded via the original payment method.

Note: Any signs of use or decrease in value due to improper handling may be deducted from the refund.

B. When purchasing from a private seller

Private sellers are not bound by the legal right of withdrawal. Returns are only possible if:

the item significantly deviates from the listing;
or if both buyer and seller mutually agree to return the item.

Steps to follow:

Mark the order as ‘dispute’ via the Whoppah chat.
Then contact Whoppah’s support team, so the payment is temporarily paused.
Discuss the issue with the seller through the chat.
Provide photos of the discrepancy or damage if needed.
Whoppah can assist in mediating if the parties cannot reach a solution themselves.

2. What counts as a "deviation from the listing"?

A deviation applies if:

the item arrives damaged, without this being disclosed in the ad;
parts are missing;
it is the wrong item (e.g., different color or material);
the item turns out to be counterfeit.

In these cases, return costs are covered by the seller, and the buyer receives a full refund after the item is returned.

Buyers must report the issue within 2 days of delivery, via the Whoppah chat or by emailing support@whoppah.com, with clear photos.

3. What if the item was damaged during transport?

If the item was damaged during shipping (e.g., due to poor packaging), you’ll need to submit a damage claim.

Steps to follow:

Contact support@whoppah.com and send clear photos of both the damage and the packaging.
Whoppah will assess the claim and may involve the transport partner.

📌 Learn more in the article “My item arrived damaged – what should I do?”, available under the Delivery category, in the Transport (& courier) subcategory.

4. Who pays the return shipping?

If the item does not match the listing, the seller pays.
If you return the item for other reasons (e.g. you simply don’t like it), the buyer pays.
For business sellers, return shipping under the right of withdrawal is usually at the buyer’s expense—unless there is non-conformity.

5. Can I propose an alternative solution to the seller?

Yes. Buyer and seller may agree on an alternative, such as:

a partial refund (compensation);
keeping the item with a discount;
arranging return shipping themselves.

Whoppah can help facilitate this once both parties agree.

6. Summary: What should I do if I want to return an item?

Mark the order as ‘dispute’ in the Whoppah chat.
Then contact Whoppah support to ensure the payment is paused.
Report the issue via chat or email at support@whoppah.com.
Add clear photos showing the damage or issue.
Discuss the desired solution with the seller (e.g., return or compensation).
Once agreed, arrange the return (via your own transport or as agreed with the seller).

7. Important notes

Returns are only possible with business sellers (under the right of withdrawal) or if the item does not match the listing.
Payment is only paused when:
- the order is marked as ‘dispute’ in the Whoppah chat;
- and this is reported to the support team.
Refunds are issued only after the item is received in good condition.
Shipping, return, and buyer protection fees are non-refundable, unless otherwise agreed or legally required.