Last Updated: October 22, 2025
At Wemo, your satisfaction is our top priority. We understand that sometimes things don’t go as expected, which is why we’ve established a clear and fair Return & Refund Policy to protect your rights and ensure an excellent experience.
This policy explains when and how you can request a return or refund, and the steps to follow.
This policy applies to all orders placed through the Wemo app.
Description:
Product arrived damaged or broken
Product is expired
Product has a clear manufacturing defect
Packaging is severely damaged in a way that affects the product
Action Required:
Report immediately upon delivery or within 1 hour maximum
Take clear photos of the product and defect
Do not use or open the product (if sealed)
Resolution:
Immediate replacement with a sound product (if available), or
Full refund
Additional compensation via discount coupon (case-by-case)
Description:
A different product than ordered was delivered
Wrong quantity (less than ordered)
Wrong size, type, or brand
Action Required:
Report immediately upon delivery or within 1 hour
Provide a photo of the incorrect product
Keep the product in its original condition
Resolution:
Immediate delivery of the correct product (free), or
Full refund of the incorrect item
You may keep the incorrect product or return it
Description:
Some items from your order are missing
The delivery arrived incomplete
Action Required:
Report immediately upon delivery
Review the invoice with the driver
Confirm the missing items
Resolution:
Immediate delivery of missing items (free), or
Full refund for the missing items
Apology discount coupon
Description:
The store does not have the requested product
The product went out of stock after order confirmation
Action Required:
We will contact you immediately
We will suggest similar alternatives
Resolution:
If you accept the alternative: delivery proceeds as normal
If you decline: full refund for the unavailable product
If the item is essential: you may cancel the entire order without fees
Description:
Delivery is delayed by more than 1 hour beyond the estimated time
Without informing you or providing a valid reason
Action Required:
Contact customer support
Provide order time and delay details
Resolution:
Full refund of delivery fees
Discount coupon for the next order
If the delay is excessive (over 2 hours): right to cancel the order with a full refund
Description:
Driver did not call or arrive at the address
Driver canceled the order without a valid reason
Driver behaved unprofessionally
Action Required:
Report to customer support immediately
Provide details of the incident
Resolution:
Immediate re-delivery (free), or
Full refund
Disciplinary action against the driver
Additional compensation depending on severity
Description:
Your account was charged more than once
Payment processing error
Action Required:
Contact customer support immediately
Provide a bank statement showing the duplicate charge
Resolution:
Immediate refund of the incorrect amount
Reflected within 3–5 business days
Returns are not accepted due to:
Changing your mind after delivery
No longer wanting the product after confirmation
Ordering the product by mistake
Reason:
Food and pharmaceutical items cannot be resold for health and legal reasons.
Tip:
Double-check your order before confirmation
Carefully review your cart
Returns are not accepted if:
The product was opened or used
More than one hour has passed since delivery
No clear defect exists
Includes:
Fruits and vegetables
Meat and poultry
Dairy products
Fresh bakery items
Exception:
If the product is damaged or expired upon delivery—return is accepted.
Returns are strictly not accepted for:
Any medicines after the driver leaves
Even if unopened
Reason:
Health and pharmaceutical regulations prohibit reselling medicines for public safety.
Tip:
Verify the prescription before ordering
Check the medicine immediately upon delivery in front of the driver
If there’s an error, report it before the driver leaves
Only Exception:
If an entirely wrong medicine is delivered—immediate replacement is accepted.
Returns are not accepted if:
You report the issue after 24 hours from delivery
You used the product before reporting
No proof is provided (photos, invoice)
Reason:
Immediate reporting is required to verify the issue and responsibility.
Refunds are not provided if:
You provided an incorrect or incomplete address
You were not available at delivery time (after 3 attempts)
You did not answer the driver’s calls
Alternative:
Redelivery fees may apply
Or cancellation fees
Within 1 hour of delivery:
Open the app
Go to “My Orders”
Select the relevant order
Tap “Report an Issue”
Or contact us:
WhatsApp: +970597533023
Email: omar.etco@gmail.com
In-app: Live Chat
Please provide:
✅ Order number
✅ Clear description of the issue
✅ High-quality photos showing the problem
✅ Invoice (if available)
✅ Date and time of delivery
Tip:
Clear photos speed up processing!
Our team will:
Review your request within 1 hour
Contact you to confirm details (if needed)
Coordinate with the store and driver (if needed)
Verify the issue
We’ll notify you of the decision:
Approved: We’ll inform you of the solution (replacement/refund)
Rejected: We’ll clearly explain the reason
Requires further review: We’ll request additional information
Processing time:
Decision: within 1–2 hours
Execution: depends on the chosen solution
Depending on the solution:
📦 Replacement:
Delivery of the replacement within 1 hour
Free of charge
💰 Refund:
Processed within 24 hours
Reflected within 3–7 days (depending on payment method)
🎁 Coupon/Credit:
Added to your account immediately
Usable on your next order
Timeline:
3–7 business days (bank-dependent)
Some banks may take up to 14 days
Method:
Refunded to the same card used
Automatically after approval
Timeline:
1–3 business days
Method:
Refunded to the same wallet
Instant notification upon refund
Options:
A) In-App Credit (Fastest):
Instantly added to your account
Usable anytime
No expiry
B) Bank Transfer:
Requires your bank details
3–5 business days
Transfer fees may apply (covered by Wemo)
C) Cash Pickup:
From our Hebron office
By prior appointment
Damaged/Wrong products: within 1 hour of delivery
Missing items: immediately upon delivery
Delivery delay: within 24 hours
Payment issues: within 48 hours
Review: 1–2 hours
Decision: same day
Replacement: 1–2 hours
Refund: 3–7 days
In certain cases, we may offer extra compensation:
10–20%: minor inconvenience
30–50%: moderate issues
Free order: serious issues
Extra points added to your account
Redeemable for discounts
Free delivery on upcoming orders
For a limited number of times
Temporary VIP membership
Exclusive benefits
✅ Accepted:
Packaged (non-food) items in original packaging
Non-perishable items
Tools and supplies (unused)
❌ Not accepted:
Food and beverages (after delivery)
Medicines
Opened personal care items
Obtain prior approval from customer support
Prepare the item in its original packaging
Schedule pickup with our team
Hand over to the driver with the invoice
Inspection & confirmation
Refund within 3–7 days
We guarantee:
✅ Fast and fair handling of every complaint
✅ Clear and transparent communication
✅ Effective, satisfactory solutions
✅ Full respect for your rights
If you’re not satisfied with the proposed solution:
You may escalate to management
We will review the decision
We always aim for a fair middle ground
Scenario: You received a leaking, punctured milk carton.
Action:
Took photos immediately
Reported via the app within 10 minutes
Uploaded 3 clear photos
Resolution:
Immediate approval for replacement
New carton delivered within 30 minutes
10% discount coupon as an apology
Scenario: You ordered orange juice, received apple juice.
Action:
Reported immediately upon delivery
Took a photo of the wrong item
Resolution:
Correct product delivered within 20 minutes
You kept the wrong item for free
No extra fees
Scenario: You ordered 5 items, received only 4.
Action:
Reviewed the order with the driver
Confirmed the missing item
Driver documented the issue
Resolution:
Missing item delivered within an hour
Delivery fee refunded
Extra reward points added
Scenario: Order arrived two hours late.
Action:
Contacted customer support
Explained the situation
Resolution:
Formal apology
Full refund of delivery fee
30% discount coupon for next order
100 reward points
A: Depends on the payment method:
In-app credit: Instant
E-wallets: 1–3 days
Bank cards: 3–7 days
Bank transfer: 3–5 days
A:
Before preparation starts: Yes, free cancellation
After preparation starts: Fees may apply
After the driver departs: Difficult; 100% cancellation or full delivery fee applies
A: We’ll call you immediately with alternatives. If you decline:
Full refund for the item
Or cancel the entire order (if the item is essential)
A: Unfortunately, no. Food and pharmaceutical items cannot be returned due to health and legal reasons.
A:
Report it immediately
We will take strict disciplinary action
You may receive compensation (coupon or credit)
We take such matters very seriously
A: No. Medicines cannot be returned for legal and health reasons. Please verify your prescription and check the medicine before confirming receipt.
A:
You can escalate to the Customer Service Manager
Or email us at omar.etco@gmail.com
We will review and work toward a satisfactory resolution
For any inquiries or return requests:
📧 Email:
omar.etco@gmail.com
📱 Phone/WhatsApp:
+970597533023
💬 In-App:
Live Chat (8 AM – 8 PM)
⏰ Working Hours:
Sunday – Thursday: 8:00 AM – 8:00 PM
Friday: 9:00 AM – 3:00 PM
Saturday: Closed
Response Time:
Live Chat: under 5 minutes
WhatsApp: under 10 minutes
Email: within 24 hours
We reserve the right to amend this policy at any time. We will notify you of material changes via:
In-app notifications
SMS
Last Updated: October 22, 2025
At Wemo, we believe that:
✅ Your satisfaction measures our success
✅ Transparency builds trust
✅ Fairness is everyone’s right
✅ Quality is non-negotiable
We work every day to be worthy of your trust. If you face any issue, we’re here to solve it with you, not against you.
Thank you for trusting Wemo. ❤️
© 2025 Wemo (Wemo). All rights reserved.
