📋 Refund & Return Policy

At Willishop, we are committed to protecting your consumer rights under Ghanaian law. This policy outlines your rights and our obligations.

📦 Return Period

• You have 7 working days from delivery date to request a return
• Items must be unused, in original packaging, with all tags attached
• Proof of purchase is required (order number or receipt)

💔 Defective or Damaged Items

• If you receive a defective or damaged item, you are entitled to a full refund or replacement
• Willishop covers return shipping costs for defective items
• You must provide photo evidence of the damage

↩️ Change of Mind

• Change of mind returns are accepted within 7 days
• Customer pays return shipping fee
• Refund will be issued minus original shipping cost

💳 Processing Timeline

• Refunds are processed within 5-7 business days after item is received and inspected
• Refunds go back to original payment method or Willishop wallet
• You will receive email confirmation once refund is processed

📞 Contact Us

For return requests or questions, email: willishopgh@hotmail.com or call +233 500 161 304

🛡️ Willishop BSP Guarantee

The Willishop Buyer Safety Protection (BSP) program ensures you shop with confidence. We stand behind every transaction on our platform.

✅ What's Covered

• Item Not Received: You paid but never received the item
• Item Not as Described: Received something significantly different from listing
• Defective or Damaged: Item arrived broken or stopped working
• Counterfeit Goods: Suspected fake or unofficial products

🛡️ How to File a Claim

1. Go to Your Orders and select the item
2. Click "Report a Problem" or "Open Dispute"
3. Describe the issue and upload evidence (photos preferred)
4. Willishop will mediate between you and the seller
5. If seller doesn't respond within 48 hours, claim is escalated to BSP team

💰 Refund Amounts

• Full refund including shipping for defective/not received items
• Partial refund for items not as described (case by case)
• Refunds credited to original payment method or Willishop wallet

⏱️ Processing Time

• Seller response: 48 hours
• BSP review after escalation: 72 hours
• Refund issued: 5-7 business days

📦 Replace a Damaged Item

If you receive an item that is damaged, defective, or not working as expected, you may be eligible for a replacement or refund.

What to check first:

• Confirm the item was sold by Willishop
• Check if the issue occurred during delivery or after use
• Review the return eligibility (7–14 days)

How to request:

1. Go to Your Orders
2. Select the affected item
3. Click "Report a problem"
4. Choose "Damaged/Defective"
5. Follow instructions for replacement or refund

🚚 Missing Parcel

If tracking says "Delivered" but you haven't received your package:

Steps to take:

1. Check around your property (gate, porch, security desk)
2. Ask neighbors or household members
3. Contact your local courier
4. Wait 24 hours (some deliveries update early)
5. Go to Your Orders and click "Report missing item"

📭 Undeliverable Packages

Orders returned as undeliverable due to: incorrect address, unreachable phone, delivery location inaccessible, or multiple failed attempts.

Your options:

• Request a refund
• Reorder with the correct address

💳 Unknown Charges

If you notice a charge you don't recognize:

1. Check Your Orders for recent purchases
2. Review payment history
3. Look for matching transaction amounts

📍 Track Your Package

How to track your order:

1. Go to Your Orders
2. Select the item
3. Click "Track Package"

What you'll see:

• Current delivery status
• Estimated delivery date
• Courier details