RETURNS AND REFUND POLICY

RETURNS & REFUND POLICY

Last updated: 20 September 2026

At Wellivea, we want you to feel confident when shopping with us.

This Returns and Refund Policy explains how returns, refunds and our 30-Day Money-Back Guarantee work.

This policy applies to purchases made through wellivea.com.

30-Day Money-Back Guarantee

We offer a 30-Day Money-Back Guarantee.

If you're not satisfied with your order or something isn't quite right, please contact us within 30 days of receiving your order.

To start a return request, email:

info@wellivea.com

Please include:

Your full name
Your order number
The email address used for your order
The reason for your return
Clear photographs or videos if the product is damaged, faulty or incorrect
Any other information that may help us understand the situation

Our customer care team will review your request and reply with the next steps.

Return Approval

Please do not send a product back before contacting us.

All returns must first be approved by Wellivea by email.

If your return is approved, we'll provide the relevant return instructions and the correct return address.

In some cases, returns may need to be sent directly to one of our suppliers or fulfilment partners. Depending on the product, this return location may be outside the United Kingdom, including China.

Return Shipping Costs

For change-of-mind returns, unwanted products or products ordered incorrectly, the customer is responsible for the cost of return shipping unless otherwise required by applicable consumer law.

If the approved return address is located outside the United Kingdom, the customer is responsible for arranging and paying for shipping to the return address provided.

We strongly recommend using a tracked shipping service and keeping your proof of postage until your return has been completed.

Tracking Required for Returns

For approved returns, please keep valid tracking information for your return shipment.

A refund can normally be processed once the returned product has been received and its condition has been checked by the relevant return location.

If a returned parcel is lost in transit and delivery cannot be confirmed, we may be unable to complete the refund.

Condition of Returned Products

To be eligible for a change-of-mind return, products should generally be:

Unused
Clean and undamaged
In their original condition
Returned with original packaging, instructions, accessories and components where possible
Complete, with no missing parts

Products showing signs of excessive use, damage, misuse, modification or missing parts may not be eligible for a full refund.

These conditions do not affect your statutory rights where a product is faulty, damaged or not as described.

Products That May Not Be Eligible for Return

Certain products may not be eligible for change-of-mind returns, including:

Gift cards
Final sale products, where clearly stated
Personal or hygiene-sensitive products where applicable
Products that have been damaged through misuse
Products that have been altered or modified
Products returned without prior approval

Where a product is sealed for hygiene or health-protection reasons, return eligibility may be affected once that seal has been opened, where permitted by applicable law.

Your applicable statutory consumer rights are not affected.

Faulty, Damaged or Incorrect Products

If your product arrives damaged, faulty, incomplete or incorrect, please contact us as soon as possible:

info@wellivea.com

Please include:

Your order number
A clear description of the issue
Photographs or videos showing the problem
Photographs of the packaging where relevant

We'll review the issue and work with you to provide an appropriate solution.

Depending on the circumstances, this may include a replacement, refund or another suitable resolution.

Refund Processing

Once your return has been received and approved, we'll notify you by email.

If your refund is approved, it will be processed back to your original payment method.

Please allow additional time for your bank, card provider or payment provider to process and display the refund.

Processing times can vary depending on the payment method used.

Exchanges

Depending on the product, circumstances and availability, we may be able to offer an exchange or replacement.

Please contact:

info@wellivea.com

We'll review your request and let you know which options are available.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible:

info@wellivea.com

If your order has not yet been processed or dispatched, we'll do our best to cancel it.

If your order has already entered fulfilment or has been dispatched, cancellation may no longer be possible. In that case, you may need to wait until the order has been delivered and then follow the applicable return procedure.