Last updated: 13 June 2026

At Whuploo, we stand behind the quality of our products. Because our items are custom made to order especially for you, we maintain a dedicated policy covering product defects, damage and fulfilment issues to ensure your order arrives exactly as expected.

This policy outlines our structured 30-day guarantee for defective items, our specialised made-to-order fulfilment process, and how you can request a straightforward resolution.

1. Our 30-Day Defect, Damage and Misprint Guarantee

If your product arrives damaged, defective, printed incorrectly or is the wrong item due to a manufacturing or fulfilment error, Whuploo provides a complete resolution.

• Return window: 30 days from the date of delivery.
• Return shipping cost: $0.00. If we request the physical return of a defective item, Whuploo will cover 100% of the return shipping costs.
• Restocking fees: $0.00. There are no restocking fees for verified product defects or fulfilment errors.
• Resolutions offered: Depending on the verified issue, we will arrange either a replacement item or a full refund to your original payment method.

Whuploo works with trusted global production and fulfilment partners to manufacture, pack and dispatch each item individually once an order is placed. Because every item is produced specifically for you rather than taken from ready-made stock, we are unable to accept returns, cancellations or exchanges due to a change of mind.

Our 30-day guarantee does not cover, and we cannot offer refunds or replacements for, the following circumstances:

• Sizing or colour selection errors made during checkout.

• Accidental purchases or changes of mind after production has begun.

• Incorrect, incomplete or invalid delivery addresses entered by the customer.

Please review the product title, description, size guide, selected options and delivery information carefully before completing your purchase.

To report a manufacturing issue, fulfilment error, transit damage or incorrect item, please follow these steps:

1. Contact us first: Email contact@whuploo.com before sending any item back. In many cases, a physical return will not be required.
2. Provide your order details: Include your order number, a brief explanation of the issue and clear photographs of the affected product and, where applicable, its packaging.
3. Wait for instructions: If we determine that a physical return is necessary, we will provide a prepaid return shipping label or clear return instructions at no cost to you.

4. Refund Processing Timeframes

Once a refund has been approved by our support team, it will be issued automatically to the original payment method used during checkout. Approved refunds are generally processed and visible in your account within 5 to 10 business days. The exact timeframe depends on your bank, card issuer or payment provider.

• Lost packages: If an order appears to have been lost in transit, contact us within 30 days of the estimated delivery date or the latest tracking update. We will investigate the shipment with the relevant carrier and provide a replacement or refund if the carrier confirms that the package has been lost.

• Returned to sender: If a package is returned to our fulfilment facility because of an incomplete or incorrect customer address, local carrier delivery issues or an unclaimed parcel, we will contact you to discuss the available reshipment options.

Orders delivered outside New Zealand may be subject to local customs checks, import duties or taxes. These charges are determined by the relevant local authorities and are outside Whuploo’s control. The customer is responsible for any import fees, duties or taxes required by the destination country. Whuploo does not issue refunds for local customs charges.

7. Customer Support Contact

For enquiries regarding an order, product size guide or potential defect claim, please contact our support team:

Email: contact@whuploo.com

Website: https://whuploo.com

We usually reply within 1 to 2 business days.