We want customers to have clear information about returns and refunds. This policy explains how to request a return and how eligible refunds are handled.
Return Period
You may request a return within [X days] after the order is marked as delivered.
Requests submitted after this period may not be accepted, except where otherwise required by applicable law.
Return Eligibility
To be eligible for a return, an item must generally:
- Be unused, unworn, unwashed, and in its original condition
- Include its original packaging, labels, accessories, manuals, and included parts
- Show no signs of wear, use, damage, alteration, washing, odour, pet hair, or improper handling
- Be accompanied by proof of purchase or the Well Life Sense order number
We reserve the right to inspect returned products before approving a refund.
Starting a Return
Before sending any item back, contact us at info@welllifesense.com.
Include:
- Your full name
- Your order number
- The product you wish to return
- The reason for the return
- Photographs where the item is damaged, defective, incomplete, or incorrect
Items returned without prior authorization or without following the provided instructions may not be accepted.
Return Shipping
For standard returns, return shipping costs are [paid by the customer / paid by Well Life Sense].
When the customer is responsible for return shipping, we recommend using a trackable shipping service. Well Life Sense is not responsible for a return package that is lost, damaged, or not received.
Original shipping charges are [non-refundable / refundable only under the circumstances described below], except where otherwise required by applicable law.
Damaged, Defective, Incomplete or Incorrect Items
Inspect your order after delivery. Contact us within [X days] if an item is damaged, defective, incomplete, or different from what was ordered.
Email info@welllifesense.com and include:
- Your order number
- A description of the issue
- Clear photographs or video of the product
- Photographs of the packaging and shipping label where relevant
Please keep the item, packaging, labels, and accessories until the request has been reviewed.
If the claim is approved, we may offer an appropriate resolution such as a replacement, store credit, partial refund, or refund, depending on the circumstances and applicable law.
Non-Returnable Items
Unless defective or otherwise required by law, the following items may not be eligible for return:
- Personalized, customized, or made-to-order products
- Gift cards
- Final-sale or clearance products clearly marked as non-returnable
- Personal-care, hygiene, grooming, cosmetic, intimate, or sanitary products that have been opened or used
- Undergarments or similar products where the hygiene seal or protective packaging has been opened
- Products that have been worn, washed, altered, assembled, damaged, or used
- Products missing their original packaging, labels, accessories, or components
- Items prohibited from return for health, hygiene, safety, or regulatory reasons
Contact us before purchasing when you are uncertain whether a product is eligible for return.
Size and Fit
Customers are responsible for reviewing the product information, measurements, size charts, and variant selection before completing an order.
Returns related to size or fit are subject to the standard eligibility requirements and return-shipping rules in this policy.
Exchanges
[Choose one version and delete the other.]
Option A — Exchanges available:
Eligible exchanges may be requested within the return period. Exchanges depend on product availability. Additional shipping charges or price differences may apply.
Option B — No direct exchanges:
We do not currently process direct exchanges. To obtain another product, colour, or size, request an eligible return and place a new order separately.
Refund Review
After the returned item is received, it will be inspected. We will notify you whether the refund has been approved or declined.
A refund may be reduced or declined when the product:
- Does not meet the return eligibility requirements
- Shows signs of use, wear, washing, alteration, or damage
- Is missing packaging, labels, accessories, or included components
- Was returned after the approved return period
- Was returned without authorization or contrary to the provided instructions
Approved Refunds
Approved refunds are generally issued to the original payment method within [X–X business days] after inspection and approval.
Financial institutions may require additional time to post the refund to the customer’s account. We do not control processing times imposed by banks, card issuers, payment providers, or other financial institutions.
Partial Refunds
Where permitted by applicable law, a partial refund may be issued for items returned with missing packaging, missing accessories, signs of handling, or a reduction in value caused by the customer.
Order Cancellations
Cancellation requests must be submitted within [X hours] after placing the order by emailing info@welllifesense.com.
Cancellation requests are not guaranteed. An order cannot normally be cancelled after it has entered processing or has been shipped.
Refused and Unclaimed Packages
Orders refused at delivery or returned because they were not collected, the address was incorrect, or import charges were not paid may incur return shipping, customs, carrier, or handling costs.
Any approved refund may be reduced by non-recoverable costs where permitted by applicable law.
Chargebacks
Customers should contact us first so that we have an opportunity to investigate and resolve an order concern.
Submitting a fraudulent or misleading payment dispute may result in the submission of relevant order, shipping, delivery, and communication records to the payment provider.
Consumer Rights
Nothing in this policy limits any mandatory rights or remedies available to customers under applicable consumer-protection law.
Contact Us
For return or refund requests, contact:
Email: info@welllifesense.com
We usually respond within 1–2 business days.