A-to-Z Buyer Protection — Wehoz

The promise in one paragraph

If you pay for something on Wehoz and the seller doesn’t come through — the item never arrives, arrives in unsellable condition, or arrives substantially different from what was advertised — we will work with you and the seller to fix it. If the seller will not, we will. The full rules below tell you exactly what is covered, how much, and how to file.

1. What we cover

Your purchase is eligible for Buyer Protection when any of the following happens:

Item not received. The tracking shows the package was lost in transit, or no tracking ever updated past “label created”, or the package was marked delivered but never arrived (verified by carrier investigation or your sworn statement).
Significantly not as described. What arrived is materially different from the listing in size, color, model, condition, or function. Minor cosmetic variation does not count; substantial mismatch does.
Defective or damaged on arrival. The item arrived broken, damaged in shipping, or with a manufacturing defect that prevents normal use.
Counterfeit or inauthentic. We confirm, or evidence strongly suggests, that the item is not a genuine product from the brand on the listing.
Wrong item shipped. You received a different product than the one you ordered.
Partial item missing. A multi-piece or bundled item arrived with a critical part missing such that the remaining contents cannot fulfill the listing’s purpose.
Late shipment outside the promise. The seller missed the shipping window on their own listing by more than ten days and refused or failed to cancel and refund.
Seller unresponsive. You tried to contact the seller about a covered issue and they did not reply within five business days.

2. What we do not cover

Buyer’s remorse. “I changed my mind” is a return, not a dispute. Use our Return Policy.
Normal wear and tear. Damage from use, including reasonable use of a perishable item before its labeled expiry, is not covered.
Damage you caused. If the item arrived in good condition and was damaged in your possession, that is not covered.
Shipping-window misses you could have prevented. If the address on the order was incomplete and the carrier flagged it, you must work with the seller to correct it; we will not refund where the address error caused the issue.
Items collected in person. Buyer Protection is for items shipped to you. Local-pickup transactions are at your own risk.
Disputes filed too late. See Section 4 for the filing windows.
Digital goods that were used or downloaded. If you downloaded the file or used the redemption code, we cannot offer a refund.
Custom and personalized items not meaningfully defective. If you ordered a one-of-one item and the seller delivered what you specified, you are not eligible to claim “not as described”.
Repeated abuse. Buyers we identify as abusing the dispute system (Section 8) lose coverage.

3. Coverage limits

Maximum reimbursement: US$2,000 per order.
Lifetime cap per buyer account: US$10,000 across all orders. We reset the cap when an account has been in good standing for twelve consecutive months and no upheld dispute occurred in that window.
Original shipping fees are refunded only when the dispute is upheld for not received, defective, counterfeit, or wrong item.
Return shipping when a return is required as part of resolution is paid by the seller; if the seller cannot or will not provide a label, we will.

4. Filing windows

Item not received: file within 60 days of the latest estimated delivery date on your order.
All other reasons (significantly not as described, defective, counterfeit, wrong item, partial missing): file within 30 days of delivery.
Unauthorized charge: file as soon as you notice; pursue a chargeback with your card issuer at the same time.

We may extend a window in cases of documented hardship (medical, military deployment, natural disaster) on request to help@wehoz.com.

5. How the process works

File the case. Go to /account/orders, open the order, click the relevant item, and choose “Open a Buyer Protection case.” Pick a reason, describe what happened, and upload photos or documentation.
The seller has five days to respond.The day you open the case, we pause the seller’s payout for that order, notify the seller, and give them five calendar days to reply with their side of the story, evidence, or a refund offer.
You and the seller can resolve directly. If the seller offers a refund or replacement and you accept it, the case closes amicably. The refund is sent to your original payment method within one business day.
If you can’t agree, escalate to Wehoz. Once the seller has responded, you can ask the Wehoz team to review. We will look at everything both parties submitted, weigh it against this policy, and make a decision within five business days.
If the seller doesn’t respond at all, the case is automatically escalated to us after the five-day window and we decide on the merits.
The decision. We will either uphold your claim and issue the agreed remedy, or deny the claim with a written explanation. Either way, you receive an email summarizing the outcome.

6. Possible outcomes

Full refund to the original payment method.
Partial refund that reflects partial use or partial defect.
Replacement shipped by the seller at no additional cost.
Return for refund — you return the item using a label we provide; the refund is issued when the carrier scans the package as in transit.
Keep the item with a refund — usually for low-value items where return shipping would cost more than the refund.
Platform credit — in rare cases (for example, where the original payment method has been closed) we issue Wehoz credit instead of a cash refund.
No action — the claim does not meet the criteria above.

7. While a case is open

Do not throw away the disputed item, original packaging, or shipping label until the case is closed.
Reply to messages from the seller and from us within forty-eight hours when possible.
If you do not respond for fourteen days, we will close the case as “no response” and release the seller’s payout. You can re-open if you contact us within thirty days with a good reason.

8. Repeat-abuser policy

Buyer Protection works because most people use it honestly. To protect that, we monitor patterns of abuse:

If you file more than five disputes in any rolling twelve-month window and fewer than thirty percent are upheld in your favor, your account is flagged for review.
A flagged account may face additional verification on future disputes, slower processing, or, in severe cases, removal from Buyer Protection coverage.
Repeated fraudulent claims (false “item not received” on packages that were delivered, false “counterfeit” on confirmed genuine items, etc.) can result in account termination and law-enforcement referral.

9. Chargebacks vs. Buyer Protection

You always have the right to dispute a charge with your card issuer. We ask that you try Buyer Protection first because our process is usually faster, allows seller resolution, and preserves your relationship with the marketplace. If you file a chargeback while a Wehoz case is open, the Wehoz case is paused; the outcome of the chargeback governs.

10. Relationship to seller policies

Sellers may publish their own return windows and conditions that are more generous than this program. They cannot publish terms that are less generous. Where a seller’s posted policy conflicts with Buyer Protection, the more buyer-favorable policy controls.

Contact

help@wehoz.com
Or open a case directly from your order history.