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How Wiroko handles order issues, change-of-mind requests, cancellations, replacements, and refunds across marketplace transactions.
We want return and refund outcomes on Wiroko to be fair, practical, and clear. At the same time, Wiroko is a multi-vendor marketplace with physical goods, made-to-order items, services, logistics offerings, and digital solutions, so not every order can follow the same rule.
This policy explains the baseline framework that applies when you buy through Wiroko. Some listings, checkout flows, category notices, seller storefront disclosures, country-specific addenda, or mandatory consumer protection laws may provide additional rights or different rules. If mandatory law gives you stronger rights, that law controls to the extent required.
This policy applies to buyers, guests, account holders, and marketplace participants who place or receive orders through Wiroko websites, apps, messaging flows, checkout tools, or related services.
It covers eligible requests for returns, exchanges, replacements, cancellations, partial refunds, full refunds, store credits where permitted, and certain order issue resolutions. It applies together with the Terms of Service, Seller Agreement, listing terms, category rules, and any mandatory local law.
Wiroko operates a multi-vendor marketplace. Unless a listing, invoice, contract, or checkout flow says Wiroko is the seller or merchant of record, the independent seller generally contracts directly with the buyer for the product or service sold.
Wiroko may still review claims, collect evidence, coordinate logistics, issue customer communications, process or facilitate refunds, place payout holds, and enforce marketplace standards to protect users and preserve trust in the platform.
Depending on the facts, order records, and applicable law, you may qualify for a refund, replacement, repair, return label, pickup arrangement, partial credit, or other reasonable resolution if:
For standard stocked products, a change-of-mind return may be available only when the listing, checkout flow, order details, seller policy, or applicable law says the item is returnable. If a return window applies, you must submit the request within the disclosed period.
Unless a more favorable rule is disclosed or legally required, change-of-mind requests usually require the item to be unused, uninstalled, unassembled, in substantially original condition, and returned with original accessories, manuals, and packaging where reasonably possible.
Unless required by law or expressly stated otherwise in the listing or checkout flow, the following categories may be non-returnable, cancellation-limited, or subject to special handling rules:
Returned items, damaged-item claims, and service complaints may be reviewed by Wiroko, the seller, logistics providers, payment partners, or other authorized parties. We may request additional evidence if the initial record is incomplete or inconsistent.
If an item is returned in materially different condition from what was represented in the request, or with missing parts, accessories, or packaging that reduce its value, the refund may be denied or reduced to the extent allowed by law and disclosed standards.
Cancellation rights depend heavily on the order stage. A request submitted before seller acceptance, production start, scheduling, dispatch, digital delivery, or service performance is more likely to be approved than a request made after those milestones.
For made-to-order goods, custom orders, scheduled services, or staged production orders, cancellation may be refused or may result in a partial refund only if the seller has already incurred documented labor, sourcing, fabrication, logistics, administrative, or payment-processing costs and applicable law allows those limits.
The return method may depend on the size, category, condition, and location of the item. Wiroko or the relevant seller may require parcel shipment, scheduled pickup, local drop-off, warehouse return, inspection hold, or other documented workflow.
Refunds are generally issued to the original payment method unless another lawful method is agreed, the original method is no longer available, or applicable law requires a different approach.
The time it takes for a refund to appear can depend on return inspection, bank or card-network processing, payment-provider rules, fraud review, foreign exchange handling, customs reversal timing, or whether the refund is full or partial.
Where operationally appropriate, Wiroko or the seller may offer replacement, exchange, repair, remake, partial refund, or store credit instead of an immediate cash refund. The available remedy may depend on inventory, category, urgency, logistics cost, local law, and the nature of the issue.
Nothing in this policy requires a buyer to accept store credit where mandatory law requires another remedy.
Before filing a payment dispute or chargeback, we encourage you to contact Wiroko through the order workflow so the issue can be reviewed and, where possible, resolved faster and with a more complete record.
If a chargeback or external dispute is filed, Wiroko and the seller may use order records, delivery confirmation, photos, communications, inspection notes, and other evidence to respond. Filing a chargeback does not automatically entitle the buyer to a refund if the claim is not supported.
Because Wiroko serves multiple countries and may support cross-border transactions, mandatory consumer rights can vary by where the buyer is located, where the seller is established, where the goods are delivered, and what category is involved.
This policy is intended to work as a marketplace baseline and does not waive rights that cannot legally be waived, including mandatory cancellation, delivery-delay, conformity, defect, or refund rights that apply under local law.
For buyer-facing return, cancellation, or refund help, contact support@wiroko.com. Sellers with marketplace return-handling questions may contact vendors@wiroko.com.
If a listing, order flow, category notice, or support instruction gives you a more specific return workflow for a particular transaction, follow that workflow first.
Related documents: Terms of Service • Privacy Policy • Seller Agreement
Last updated: June 9, 2026