Refund & Returns Policy
Clear, honest rules about when and how refunds are issued. Because pre-orders involve international shipping and supplier commitments, please read this carefully before ordering.
1 Overview
At Wendstar Online Shop, we want every customer to feel confident when placing a pre-order. Because pre-orders involve international shipping, supplier payments, and long transit times, our refund rules are designed to be fair to both our customers and our business operations.
This policy explains exactly when refunds are issued, what portion of your payment is refundable, and how long refunds take to reach you.
Our Commitment
We always aim for a fair resolution. If you have an issue with your order, please contact us first — we will do our best to make things right.
2 Full Refund Cases
A full refund covers both the product cost and the shipping fee you paid. You receive a full refund in the following cases:
Cancellation Within 24 Hours
You may cancel your pre-order within 24 hours of placing it and receive a full refund — no questions asked. This is before we place the supplier order on your behalf.
Supplier Cancellation
If the product is discontinued, unavailable, or cancelled by our supplier after your order is placed, you will receive a full refund of the product and shipping fee.
Delivery Failure on Our Side
If we are unable to deliver your item to you due to an error on our side, you will receive a full refund including any delivery fee you paid.
Damaged or Incorrect Item
If your item arrives damaged or is not what you ordered, you can choose a full refund or a replacement (subject to availability).
3 Partial Refund Cases
In certain situations, only part of your payment is refundable. These cases typically involve pre-orders already in transit or where international shipping costs have already been spent.
Delay-Related Cancellation
If we delay your order and you choose to cancel, we will refund the product cost only. Shipping and delivery fees are non-refundable. The refund will be issued once we have found a new buyer for your goods, since the item has already been secured and shipped at our cost.
Cancellation After 24-Hour Window
If you cancel after our 24-hour cancellation window but before supplier dispatch, we will refund the product cost. Any shipping fees already committed to our supplier are non-refundable.
Why Shipping Fees Are Non-Refundable in Delay Cases
When a pre-order is placed, we immediately commit funds to our supplier and shipping carrier to secure your item. By the time a delay occurs, these costs have already been spent. We can only refund the product amount, and only after we successfully resell the item to another customer.
4 Non-Refundable Cases
Refunds cannot be issued in the following situations:
Buyer’s Remorse After Dispatch
If you change your mind after the item has shipped from the supplier, we cannot issue a refund unless we find a new buyer for the goods.
Incorrect Address Provided
If a delivery fails because you provided an incorrect or incomplete address, no refund will be issued. You may arrange redelivery at your own cost.
Failure to Pay Delivery Fee
If your item arrives in Ghana but you refuse to pay the required delivery fee within a reasonable time, no refund will be issued for the shipping or product cost.
Unresponsive for Over 30 Days
If we cannot reach you to arrange final delivery and you do not respond within 30 days of arrival at our warehouse, the order is considered abandoned and no refund will be issued.
Suspected Fraud
Orders flagged for fraud or unauthorized payment methods are immediately cancelled without refund and may be reported to relevant authorities.
5 Refund Process
When a refund is approved, here is the process we follow:
You Submit a Request
Contact us at Info@wendstaronlineshop.com or call our hotlines with your order number and reason for the request.
We Review Your Case
Our team reviews your order and confirms whether it falls under a full, partial, or non-refundable case.
Approval & Confirmation
We email you the approved refund amount and the reason it was approved.
Refund Issued
The refund is issued to your original payment method.
Refund Received
Funds arrive in your account within the timeline listed below.
6 Refund Timelines
Refund processing times depend on your payment method:
- Mobile Money (MoMo): 1 – 3 business days after approval.
- Debit / Credit Card: 5 – 7 business days after approval (bank processing time).
- Bank Transfer: 3 – 5 business days after approval.
Delay-Related Refunds
For delay-related cancellations, the refund clock does not begin until we have successfully found a new buyer for your goods. This can take additional time depending on demand for the product.
7 Damaged or Incorrect Items
If your order arrives damaged or is not what you ordered, please follow these steps:
- Notify us within 48 hours of receiving the item.
- Take clear photos of the item and its packaging.
- Email the photos and a brief explanation to Info@wendstaronlineshop.com.
- We will investigate and offer you either a replacement or a full refund.
Inspect Before Opening
If the outer packaging appears damaged on delivery, please photograph it before opening and note the damage with the courier. This helps speed up any claim.
8 How to Request a Refund
To request a refund, please provide the following information to our support team:
- Your Order Number (found in your confirmation email).
- Your Full Name and the email/phone used on the order.
- The reason for your request.
- For damaged items: clear photos of the item and packaging.
Send this information to Info@wendstaronlineshop.com or contact us via our Contact Page. We aim to respond to all refund requests within 2 business days.
9 Contact Us
If you have any questions about this Refund & Returns Policy, or need help with a specific order, please reach out:
Need Help With a Refund?
Our support team is here to guide you through the refund process and answer any questions.