Refund policy

Whoops | Return & Refund Policy

At Whoops, we prioritise your health, privacy, and satisfaction. Due to the intimate nature of our products and strict hygiene standards, our return policy is designed to ensure that every customer receives 100% safe, untampered, and high-quality items.

1. The "No-Return" Hygiene Policy
To maintain the highest safety standards, we do not accept returns or exchanges on condoms, lubricants, or intimate accessories once the package has been opened or the seal is broken. This ensures that no customer ever receives a product that has been previously handled or stored in an uncontrolled environment.

2. Eligibility for Returns
We only accept returns or exchanges under the following specific circumstances:

Wrong Product Received: You received an item different from what you ordered (e.g., wrong size, flavour, or quantity).

Damaged on Arrival: The product packaging was significantly crushed or damaged during transit, potentially compromising the product.

Expired Products: In the unlikely event that you receive a product past its "Expiry" or "Best Before" date.

Note: For any of the above to be valid, the internal product seal must remain intact.

3. Reporting a Problem
If you encounter any of the issues listed above, you must notify us within 24 hours of delivery.

How to reach us: Contact us via WhatsApp at 03026689280 or email us at whooops.online@gmail.com

Evidence Required: You must provide your Order Number and a clear photo/video of the incorrect or damaged item.

4. Refund Process
Once your claim is verified by our team:

Replacement: We will ship the correct/new item to you at no additional cost.

Refunds: If a replacement is unavailable, we will issue a refund.

Bank Transfer/EasyPaisa/JazzCash: Refunds are typically processed within 3-5 business days.

Cash on Delivery (COD): For COD orders, refunds will be issued via digital wallet or bank transfer only.

5. Discreet Returns
We understand the need for privacy. If you are asked to return a product to us (in cases of wrong items sent):

Please pack it in a plain, non-transparent envelope or box.

Our courier partner will pick it up without any "Whoops" or "Condom" branding on the return slip to ensure your 100% privacy.

6. Order Cancellations
You can cancel your order at any time before it has been dispatched. Once the order is with our courier partner and out for delivery, it cannot be cancelled.

Important Disclaimer
Storage: Whoops is not responsible for products damaged due to improper storage (exposure to heat or sharp objects) after the delivery has been completed.

Sensitivity: We do not offer refunds based on personal preference (e.g., "I didn't like the sensation") or skin sensitivities. Please read the ingredient list carefully before purchase.