Refund Policy

1. Introduction

At WHO, we strive to ensure your satisfaction with every purchase. This Refund Policy outlines the terms and conditions for requesting a refund for products purchased from our website.

2. Refund Policy by Item Type

Made-to-Order Items

Each piece is made specifically for you. Because of this, returns and refunds are not accepted unless the item arrives damaged or defective.

Drop Items

Drop items are eligible for return within 5 days after delivery is completed.

  • Return shipping costs must be covered by the customer.
  • Items must be unused and returned in original condition.

Pre-Orders

Pre-order pieces are also made-to-order. Returns are only accepted if the item is faulty.

  • Any return shipping and related fees are the customer's responsibility.

Defective or Wrong Items

If we send the wrong item or there is a clear defect, we will cover all related shipping costs for replacement or refund.
Please contact us within 3 days of receiving the product with photos of the issue.

Damages Caused by Misuse

We do not cover damages caused by misuse, improper care, or alterations.
If a repair is possible, we can arrange it for a fee.

3. Eligibility for Refunds

  • Refund requests must be made within 14 days of receiving your order.
  • Items must be unused, in their original packaging, and in the same condition as received.
  • Proof of purchase (order confirmation or receipt) is required.

4. Refund Process

  • Contact our support team at support@madebywho.co with your order details and reason for the refund.
  • Once your request is reviewed and approved, you will receive instructions for returning the item.
  • After we receive and inspect the returned item, your refund will be processed to your original payment method within 7 business days.

5. Non-Refundable Items

  • Custom or made-to-order items.
  • Gift cards.
  • Items marked as final sale or non-refundable in the product description.

6. Contact Information

If you have any questions about our Refund Policy or need assistance with a return, please contact us at support@madebywho.co.