Last updated: 26 May 2026

We want every Whuploo order to arrive as expected. Because Whuploo products are made to order after an order is placed, we have specific return, refund and replacement rules. This policy explains when we can help with a refund or replacement, and what information we need from you.

1. Made-to-Order Commitment

Whuploo products are made to order after an order is placed. Because of this, we do not accept returns or exchanges for change of mind.

This includes situations where:

You no longer want the item.

You ordered the wrong colour or size.

You entered incorrect delivery details.

You purchased the item by mistake.

Please check the product title, description, selected colour, size, quantity and delivery details carefully before placing your order.

This return limitation applies because each item is produced specifically after the order is placed, rather than held as ready-made stock.

Whuploo works with trusted production and fulfilment partners to manufacture, pack and ship orders. Orders may be produced and dispatched from different fulfilment locations depending on the product, delivery address and production availability.

Whuploo remains responsible for customer support, order questions, delivery issues, and refund or replacement requests.

3. Damaged, Defective or Incorrect Items

If your item arrives damaged, defective, printed incorrectly, or is the wrong item due to a production or fulfilment error, we will review the issue and offer a suitable solution where appropriate.

This may include:

A replacement item.

A refund for the affected item.

Another reasonable solution depending on the issue.

This does not affect any statutory rights you may have under applicable consumer protection laws.

To report a manufacturing issue, fulfilment error, transit damage, or incorrect item, please contact us within 30 days of delivery.

To report a problem with your order, please email us at contact@whuploo.com or contact us through our website contact form.

Please include:

Your order number.

Clear photos of the issue.

A short explanation of what went wrong.

Photos of the packaging if the item arrived damaged.

Return shipping cost: If a physical return of a defective, damaged, or incorrect item is required by Whuploo after review, Whuploo will cover the return shipping cost or provide return instructions.

Restocking fees: Whuploo charges $0.00 restocking fees for verified defective, damaged, or incorrectly fulfilled items.

Return process: Please do not mail any item back before contacting us. In many verified product defect, damage, incorrect item, or misprint cases, clear photographic evidence may be enough to process a resolution without requiring the item to be sent back.

If a refund is approved, it will be issued to the original payment method used for the order.

Approved refunds are usually processed within 5 to 10 business days, depending on your payment provider or bank.

Whuploo is not responsible for delays caused by banks, card issuers, payment providers, or other payment processing systems after a refund has been issued.

If your order appears to be lost in transit, please contact us within 30 days of the estimated delivery date or the latest tracking update.

We may ask you to confirm your delivery address and provide any tracking details available.

We will review the situation with the relevant fulfilment or delivery provider and offer a suitable solution where appropriate.

This may include a replacement or refund if the order is confirmed as lost by the carrier.

Orders may be returned to sender because of:

An incomplete or incorrect delivery address.

Delivery refusal.

An unclaimed parcel.

Local carrier delivery issues.

Please take care when entering your delivery address and contact details at checkout.

If an order is returned due to incorrect or incomplete customer-provided details, we may not be able to refund or replace the item.

If a replacement can be arranged, we will confirm the available options with you.

Orders delivered outside New Zealand may be subject to customs checks, import duties, taxes, or other local charges depending on the destination country.

These charges are set by local authorities and are outside Whuploo’s control. Where applicable, the customer is responsible for any customs duties, import taxes, or local charges required by their country.

Whuploo does not refund customs duties, import taxes, or local charges that are not collected by Whuploo.

We may decline a refund or replacement request if:

The issue is reported outside the stated 30-day timeframe.

The item was damaged after delivery.

The issue was caused by misuse, improper care, or normal wear and tear.

The wrong colour, size, or product was selected at checkout.

The delivery address was entered incorrectly.

The claim cannot be verified from the information provided.

The issue relates to customs duties, import taxes, or local charges outside Whuploo’s control.

10. Questions?

For questions about refunds, returns, replacements, or order issues, contact:

Email: contact@whuploo.com

Website: https://whuploo.com

We usually reply within 1 to 2 business days.