Complete Return Policy
Everything you need to know about returns: deadlines, accepted reasons, non-eligible products, and seller responsibilities.
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Return deadline
Customers have 7 calendar days from the date the order is received to make a return.
After this 7-day period, the customer loses their right of withdrawal. No return will be accepted.
Accepted reasons for return
Customers may return a product for the following reasons:
- Exercising the right of withdrawal (7 days)
- Item or outer packaging damaged
- Packaging intact but item damaged inside
- Item different from what was ordered
- Defective item / not working properly
- Size, color, or style does not fit
- Product not matching the descriptions on the platform
- Delivery too late (exceeding the delivery time shown at the time of the order)
Who pays the return shipping fees?
| Situation | Fees charged to |
|---|---|
| Return due to a defective, non-compliant product or a seller error | Seller (+ any applicable penalties) |
| Return through the exercise of the right of withdrawal (compliant product) | Customer |
When a return is attributable to the seller, the return shipping fees and the penalties are deducted from your payouts.
Processing returns
Receiving the return — The product is delivered to the return address indicated in your Seller Portal. Make sure this address is always up to date.
Immediate inspection — When the courier hands over the parcel, you must decide whether to accept or refuse the return. If you cannot decide immediately, you have a maximum of 2 business days.
Decision — Accept or dispute the return through the Seller Portal. In the event of a dispute, Wasal may ask you to reconsider your position in light of the evidence provided.
Customer refund — If the return is accepted, the customer is refunded. The corresponding amount is deducted from your seller balance.
Conditions for accepting a return
The returned product must meet these conditions:
- Unworn, undamaged, and unused
- In its original condition and packaging
- With the original tags
- In its original packaging
Products not eligible for return
The following products cannot be returned:
- Food products
- FMCG products (everyday groceries)
- Pharmaceutical products
- Cosmetic products
- Underwear, swimwear, and lingerie
- Personalized products (engravings, embroidery, monograms, etc.)
- Earrings
- Books
- Pet supplies
If you mistakenly receive a return containing products from another seller, you must inform Wasal within 24 hours and follow the instructions for returning them.
Return rate and penalties
A high return rate on your products is regarded as an indicator of customer dissatisfaction:
| Return rate | Consequence |
|---|---|
| 0% - 3% | No penalty |
| 3% - 6% | Commission withheld |
| 6% - 15% | Commission withheld |
| 15% - 25% | Commission withheld |
| More than 25% | Commission withheld |
To keep your return rate low: take care with your product descriptions, your photos, and the quality of your packaging. A well-described product = fewer "non-compliant" returns.
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