📋 Refund & Return Policy

At Willishop, we are committed to protecting your consumer rights under Ghanaian law. Our goal is to ensure you are completely satisfied with every purchase.

📦 Return Period

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

💔 Defective or Damaged Items

• Full refund or replacement offered for defective items.
• Willishop covers return shipping costs for defects.
• Photo or video evidence may be requested.

💰 Processing Timeline

• Refunds are processed within 5-7 business days after we receive the returned item.
• Refunds go to original payment method or Willishop wallet balance.

🛡️ Willishop Buyer Safety Protection (BSP)

The Willishop BSP program ensures you shop with confidence. If something goes wrong with your order, we've got your back.

✅ What's Covered

• Item Not Received: You paid but the item never arrived within the promised timeframe.
• Item Not as Described: The product is significantly different from the listing (wrong color, size, model, etc.).
• Defective or Damaged: The item arrived broken, malfunctioning, or damaged in transit.

🛡️ How to File a Claim

1. Go to Your Orders and select the problematic item.
2. Click "Open Dispute" and describe the issue.
3. Upload clear photos or videos as evidence.
4. Willishop will mediate between you and the seller within 48 hours.

💰 Refund Amounts

• Full refund including original shipping for defective or not received items.
• Partial refund for items not as described (you keep the item).

📦 Replace a Damaged Item

If you receive a damaged, defective, or incorrect item, you are eligible for a replacement or refund under Willishop's Buyer Safety Protection.

Eligibility Criteria

• Item shows physical damage, missing parts, or functional defects.
• Report must be filed within 7 days of delivery.
• Original packaging is not required but helps.

Step-by-Step Instructions

1. Go to Your Orders in your profile.
2. Locate the order containing the damaged item.
3. Click "Report a Problem" and select "Damaged/Defective".
4. Upload clear photos showing the damage from multiple angles.
5. Add a brief description and submit.

🚚 What to Do If Your Parcel Is Missing

Tracking shows "Delivered" but you haven't received your package? Follow these steps.

Immediate Actions

1. Check around your property, mailbox, or with security personnel.
2. Ask family members or neighbors if they accepted the package.
3. Wait 24 hours – sometimes carriers mark delivered prematurely.
4. Contact the carrier using the tracking number provided in your order.

If Still Missing After 48 Hours

Go to Your Orders, select the item, and click "Report Missing Item". Willishop will launch an investigation and either refund you or send a replacement within 5 business days.

📭 Undeliverable Packages

Sometimes packages are returned to the seller due to delivery issues.

Common Reasons

• Incorrect or incomplete shipping address.
• Phone number not reachable for delivery confirmation.
• Three failed delivery attempts.

What Happens Next?

If your order is returned as undeliverable, you will receive a full refund (excluding any shipping fees) within 7 days. You can then reorder with corrected address details.

💳 Unknown Charges on Your Statement

If you see a charge from Willishop you don't recognize, please investigate before contacting support.

Check These First

1. Log into your Willishop account and go to Your Orders – compare amounts.
2. Check if a family member or friend used your card to purchase a gift card.
3. Look for pending authorizations – some banks show temporary holds.

Still Unrecognized?

Contact our support team at willishopgh@hotmail.com with the following:

• Date and amount of the charge
• Last 4 digits of your card
• Screenshot of your bank statement (optional)

📍 How to Track Your Package

Once your order ships, you can track it in real time.

Tracking Instructions

1. Go to Your Orders in your profile.
2. Find the order you want to track.
3. Click "Track Package" – you'll see the carrier name and tracking number.
4. Click the tracking number to view updates on the carrier's website.

Delivery Estimates

• Accra/Tema: 1-3 business days
• Kumasi: 2-4 business days
• Other regions: 3-7 business days