Refund policy



Version: 1.0   

Effective Date: 01 January 2026 

 

1. Scope & Legal Status 

This Return & Exchange Policy (the “Policy”) governs returns, exchanges, and refunds for purchases made through the WEEBE marketplace.  

WEEBE operates solely as a marketplace intermediary. Products are sold by independent third-party Sellers. 

 

This Policy: 

  • forms an integral part of the Platform Terms & Conditions, the Seller Agreement, and all Seller Policies; and
  • is binding on Sellers and Buyers, subject to mandatory consumer law. 

 

In the event of any inconsistency, mandatory consumer law shall prevail, followed by the Seller Agreement, applicable Commercial Schedules, and then this Policy. 

 

2. Core Principles 

  • Return and exchange eligibility may vary by product category, Seller, and listing.
  • Certain products are non-returnable unless wrong, defective, damaged, or non-compliant.
  • Mandatory consumer rights under applicable law are not limited or excluded. 

 

3. Delivery & Return Costs 

 

3.1 General Rule

Delivery fees are non-refundable unless required by applicable law. 

 

3.2 Seller-Fault Returns

 Where a return or exchange is approved due to Seller fault (including wrong item, defect, damage, mislisting, or non-compliance), all pickup, redelivery, and handling costs are borne by the Seller, subject to verification. 

 

3.3 Non-Seller-Fault Returns / Exchanges

Where a return or exchange is approved for reasons not attributable to the Seller (e.g. change of mind where permitted), pickup, return, and redelivery costs are borne by the Buyer and may be deducted from any refund where legally permitted. 

 

3.4 Proof of Delivery

Delivery confirmation (including OTP, signature, photos, or courier system records) may be used for verification and dispute resolution. 

 

Delivery operations are governed by the Delivery & Fulfillment Policy (Appendix B). 

 

4. Return Request Timeframes 

Unless otherwise stated on the product page or required by applicable law, return requests must be submitted strictly within the timeframes below: 

  • Damaged, defective, incorrect, or missing items: within 24 hours from delivery.
  • Manufacturing defects discovered after delivery: within 48 hours from delivery.  

 

Requests submitted outside these timeframes will not be accepted, unless mandatory consumer law provides otherwise. 

 

5. Change of Mind, Non-Defective Items & Exchanges 

WEEBE does not offer returns or refunds for change of mind, size, color, preference, or any other non-defective reason. 

 

Exchanges for non-defective items are permitted only where: 

  • The exchange option is expressly stated on the product page; and
  • The product is eligible for exchange under this Policy and not listed as non-returnable or excluded; or
  • The Seller offers an exchange pursuant to its own exchange policy, at its sole discretion. 

 

Permitted Exchange Methods (Where Applicable) 

 

Where an exchange is permitted under the Seller’s exchange policy and product eligibility, the Buyer may choose one of the following options, subject to the Seller’s stated terms: 

 

A. Courier-Based Exchange (Paid by Buyer) 

The Buyer may request a courier-based exchange only if: 

  • the Seller expressly allows courier-based exchanges; and
  • the Buyer agrees to pay all delivery, return, and re-delivery fees, in advance or as determined by the Seller.  

 

Failure to pay applicable exchange delivery fees may result in rejection of the exchange request. 

 

B. In-Store Exchange (Where Available) 

Alternatively, the Buyer may complete the exchange in person at the Seller’s physical store location where such option is offered by the Seller. 

WEEBE is not a party to in-store exchanges and bears no responsibility for the outcome of any exchange conducted directly between the Buyer and the Seller. 

 

Exchange Conditions (All Cases) 

In all cases where an exchange is permitted: 

  • The item must be unused, unworn, and in original condition, with original packaging intact;
  • The item must be eligible for exchange and not excluded under this Policy;
  • The exchange is subject to stock availability;
  • The exchange request must be submitted within the timeframe stated by the Seller and this Policy;
  • Proof of purchase or required documentation may be required; and
  • All applicable delivery, return, or re-delivery fees are borne by the Buyer unless the Seller expressly states otherwise. 

 

Sellers are under no obligation to offer exchanges unless explicitly stated on the product page or in the Seller’s exchange policy. 

WEEBE may refuse any exchange request that does not strictly comply with this Policy. 

 

6. Chargebacks, Payment Disputes & Non-Refundable Transactions 

By completing a purchase on the Platform, the Buyer acknowledges and agrees that: 

  • Change of mind, preference, size, color, or similar non-defective reasons do not constitute grounds for a refund;
  • Exchanges, where offered, are discretionary and conditional and do not create a refund right; and
  • Refusal or ineligibility for a return or exchange under this Policy does not constitute merchant non-performance.  

 

Chargebacks or payment disputes submitted in contradiction of this Policy may be disputed by Weebe and/or the Seller using: 

  • Proof of delivery (including OTP, signature, or courier confirmation);
  • Product page disclosures;
  • Acceptance of this Policy and the Terms of Service; and
  • Evidence of Policy-compliant handling of the transaction. 

 

Where a chargeback is initiated for a non-refundable or non-returnable transaction in accordance with this Policy, Weebe reserves the right to restrict account access, reverse Wallet credits, or take other action permitted under the Platform Terms, in accordance with the Wallet Policy (Appendix H) and Seller Agreement. 

 

7. Non-Returnable Categories 

The following categories are non-returnable unless wrong, defective, damaged, or non-compliant: 

  • Perfumes and fragrances
  • Makeup, beauty, and hygiene products
  • Consumables and grocery items
  • Sealed products once opened
  • Inflatables and glassware
  • Perishable or temperature-sensitive items
  • Any item expressly marked Non-Returnable 

 

8. Reporting Issues 

Damage, defects, or incorrect items must be reported within 24 Hours of delivery via: 

  • Email: support@weebe.co
  • Official Weebe support channels (as published on the Platform) 

 

9. Return Eligibility Conditions 

Returned items must: 

  • Be unused and unopened (unless defective);
  • Be in original packaging;
  • Include all accessories, manuals, and inserts; and
  • Match original serial, IMEI, or batch details where applicable.  

 

Returns not meeting these conditions may be rejected. 

 

10. Evidence Requirements 

Buyers may be required to provide photos, videos, serial numbers, or packaging evidence. 

Failure to provide reasonable evidence may result in rejection of the return or exchange request. 

 

11. Return & Exchange Process 

The standard process includes: 

  1. Return or exchange request submitted via the Platform
  2. Pickup or drop-off (where applicable)
  3. Inspection and quality control
  4. Outcome determination: refund, replacement, exchange, or rejection.

 If a Seller fails to respond within the required timeframe, the Platform may decide based on available information. 

 12. Refund Method 

Refunds are processed after inspection and approval. 

  • Refunds are typically issued as WEEBE Wallet Credit.
  • Refunds to the original payment method may occur where required by law, payment-scheme rules, or Platform determination.
  • Delivery fees are excluded from refunds unless legally required. 

 

Where refunds are issued as Wallet Credit, use and redemption are governed by the Wallet Policy (Appendix H) 

 

13. Electronics Handling 

Electronics may be inspected or routed through authorized service or diagnostic processes. 

Outcomes may include repair, replacement, refund, or return, depending on inspection results and applicable law. 

 

14. Replacement Timelines 

Approved replacements are typically delivered within 5–8 Business Days, subject to availability and delivery location. 

 

15. Abuse, Fraud & Misuse 

The Platform may investigate or refuse return or exchange requests involving fraud, misuse, serial or batch mismatch, missing components, or repeated abusive behavior. 

 

16. Updates 

This Policy may be amended from time to time. 

The version published on the Platform at the time of the return request shall apply, subject to mandatory law. 

 

Need Help? 

support@weebe.co