1. Pre-launch return framework
Wookex does not currently process orders or returns. This framework explains how the marketplace intends to make return conditions clearer when sales begin. Final return windows, category exclusions, refund methods, and seller obligations will be published before public checkout.
2. Return terms shown before ordering
Each eligible product should display a clear return window and any material conditions before purchase. A buyer should not have to discover basic return restrictions only after delivery. Different rules may reasonably apply to categories such as perishables, hygiene-sensitive items, customised goods, digital items, or products with broken safety seals, subject to applicable law.
3. Common reasons for requesting a return
- The delivered product is materially different from its listing.
- The wrong product or quantity was delivered.
- The product arrived damaged, defective, incomplete, or not functioning as represented.
- An eligible buyer changes their mind within the displayed return window and meets the stated condition requirements.
4. Item condition and evidence
Buyers should take reasonable care of an item while deciding whether to return it. Unless inspection requires otherwise, the product should be returned with relevant packaging, accessories, labels, manuals, and promotional items. Wookex or the seller may request photographs, video, serial numbers, packaging images, or a concise explanation to assess the issue.
Evidence requirements should remain proportionate. They should help verify a claim rather than create an unreasonable barrier to a valid return.
5. How a return should work
- The buyer opens a request within the return period shown for the order.
- The buyer selects the reason and provides requested supporting information.
- The request is reviewed against the listing, delivery record, item condition, and applicable policy.
- If approved, return or collection instructions and relevant cost responsibility are provided.
- After receipt and appropriate inspection, the approved replacement or refund is processed.
6. Return shipping costs
Where the seller sent an incorrect, damaged, defective, or materially misdescribed item, the buyer should not normally bear reasonable return shipping costs. For an eligible change-of-mind return, the displayed terms may assign return costs to the buyer. Final rules will identify exceptions and any marketplace-supported collection methods.
7. Refund timing and method
Approved refunds should normally be returned through the original payment route where possible. Actual timing may depend on inspection, the payment method, card issuer, bank, digital wallet, or payment provider processing. The final policy will publish expected processing ranges and explain how refunds for each supported payment method are handled.
8. Fair use and disputes
Wookex intends to protect valid buyer claims while addressing return fraud, item substitution, damage after delivery, or repeated policy abuse. Buyers and sellers should preserve evidence and communicate through authorised channels. A dispute outcome should consider the complete available record rather than one party's unsupported assertion.
9. Contact
For questions about this pre-launch framework, email support@wookex.com. For general education, read the return policy guide for online buyers.