01 · Eligibility
What may be returned
A return request must be submitted within 14 calendar days after the order is marked delivered. The item must be unused, unworn, unwashed, complete, and returned with its original packaging, labels, accessories and proof of purchase.
Eligible reasons include receiving a damaged, defective, incorrect or materially different item. Change-of-mind returns may also be accepted when the product remains in resalable condition and is not excluded below.
02 · Start a request
Contact us before returning the item
Send your order number, the email or phone number used for the purchase, the reason for the request, and clear photos or video when the item is damaged, defective or incorrect.
Use the support channel shown on your order confirmation or customer account. WHOKEAS will review the request and provide the correct return address and instructions. Do not send an item to a supplier, warehouse or other address without written authorization.
03 · Return shipping
Who pays the return cost
WHOKEAS error or product fault
When an approved claim concerns a damaged, defective, incorrect or materially different item, WHOKEAS will arrange a replacement, refund or reasonable return-shipping solution.
Change of mind
The customer is responsible for approved change-of-mind return shipping. Original delivery charges, when separately charged, are not refundable unless WHOKEAS caused the issue.
04 · Refunds and replacements
What happens after approval
After the returned item or required evidence has been received and inspected, approved refunds are initiated within 5–10 business days. Your bank, card provider or mobile-money provider may require additional time to post the funds.
Refunds are sent to the original payment method where possible. For manual bank or mobile-money payments, WHOKEAS may request verification before sending funds to an account belonging to the purchaser. Replacement availability depends on supplier stock.
05 · Exclusions
Items that cannot normally be returned
- • Personalized or custom-made products.
- • Opened hygiene-sensitive, personal-care or intimate products where return would be unsafe.
- • Products damaged through misuse, improper installation, unauthorized modification or normal wear.
- • Items missing essential packaging, accessories, labels or serial-number information.
- • Final-sale items when the product page clearly identified them as non-returnable before purchase.
These exclusions do not remove rights that cannot legally be excluded. WHOKEAS reviews damaged, defective and incorrect-item claims individually.
06 · Cancellations
Contact us as soon as possible
Cancellation requests are considered before supplier fulfilment begins. Once an order has entered processing, shipped or incurred supplier costs, cancellation may no longer be possible and the return rules above will apply after delivery.