Refund and Returns Policy

1. Can I cancel my order?

All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, please contact us within 12 hours of placing it. Once the packaging and shipping process has started, it can no longer be cancelled.

2. Can I get a refund if something is wrong with my order?

Customer satisfaction is our #1 priority. We proudly offer absolute satisfaction guarantees that ensure our customers will receive a purchased item on time and as described.

Our primary goal is to make our customers happy, so everyone who shops with us receives the following guarantees.

Within 14 days of receiving the parcel, you can ask us for:

  • A full refund if you don’t receive your order
  • A full refund if your order does not arrive within the guaranteed time (1-3 business days not including 1 business day processing time)
  • Refund if the item is not as described or damaged.
  • Refund minus the shipping cost if customer does not want the product they received. Customer must return the item at his expense to our supplier warehouse and the item must be unused.

Refunds are not available under the following circumstances:

  • Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
  • Your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).

All our products are backed with a 14-day money-back guarantee.

3. Can I return my purchase?

All our products are backed with a 14-day money-back guarantee. Just follow the process “9. How do I request a refund, return, or exchange?” given below on this page.

4. Can I return an item for an exchange instead of a refund?

Yes, you can! Details are given below on this page.

5. How do refunds, returns, and exchanges work?

  • In case of a damaged or incorrect product: Customer is required to submit a photo evidence within 14 days of receiving the item. If the claim is approved, a refund will be issued.
  • If the product packaging is damaged but the product itself is intact: Customer must submit a claim to the shipping carrier directly.
  • Missing order: In case a package is delivered (based on tracking number update) but customer claims that he did not receive the item, customer must submit a claim to the shipping carrier directly.

If you experienced any of the above scenarios, you must report the issue within 14 days of receipt. Otherwise, you agree that the product is deemed delivered and satisfactory.

6. Are there any items I can’t return?

Hygiene and our customers’ safety is our top priority, which is why there are specific types of products that can’t be returned such as:

  • Face and body products if opened, used, or have a broken protective seal
  • Underwear if the hygiene seal is not intact or any labels have been broken
  • Swimwear if the hygiene seal is not intact or any labels have been broken
  • Pierced jewellery if the seal has been tampered with or is broken

7. Who will bare the shipping cost for returns?

For Defective Products

A full refund is given in case the product is damaged or defective, and in this case, return shipping costs are not the customer’s responsibility, we will refund the product price + shipping + return shipping costs.

For Customer Remorse

If the customer does not want the product they received. In cases, like a customer purchased the wrong product, it doesn’t fit, or you no longer want the item. Then Customer must return the item at his expense to our supplier warehouse and the item must be unused.

8. How do I request a refund, return, or exchange?

Our customer’s satisfaction is our priority, and we are here to help! We have put together the following steps to make this process easier:

  1. In the event of a refund, return, or exchange request, contact our Customer Support team via email at suport@wello.us and include the evidence if required.
  2. After we have approved the order refund, return, or exchange, the product must be returned to our warehouse at the following address: 14460 Myford Rd, Irvine, CA 92606, USA.
  3. Customer must return the product and provide a tracking number.
  4. Once the tracking number has been provided (or once we have received the returned product), a replacement product will be shipped or a refund minus the shipping cost will be credited back to the original method of payment on file.
  5. In order to ship a replacement product or process a refund for damaged or incorrect product we require a tracking number for the item returned.

9. CONTACT US

If you have any further questions, please don’t hesitate to contact us at suport@wello.us.