Refund policy

Returns & Cancellation Policy

We understand that there may, on occasion, be times where you wish to return products that you have received from us. We aim to make this process as easy as possible for our customers, as set out in this policy.

General Products Return Policy

At Welzo, we strive to provide high-quality products and services to our customers. Please review our updated Return Policy carefully before initiating a return.

1. Conditions for Returns

To be eligible for a return, products must meet the following criteria:

• Unopened & Unused: The item must be in its original packaging, completely unopened, unused, and in resellable condition, with all seals intact.
• Original Packaging: All original accessories, manuals, inserts, and protective packaging must be included.
• Return Request Window: You must notify us in writing of your intention to return an item within the allowed window below:
• All general non-medicinal products or non-supplement products are returnable within 30 days of the order date.
• Return Shipping Timeframe: Once your return request is approved, the item must be returned and received by us within 7 days of approval.
• Condition of the Product: Products showing signs of use, handling, damage, or tampering will not be accepted.

Certain items ordered through the Welzo platform are sourced on demand from third-party suppliers or external warehouses and are not held in our physical inventory. These include, but are not limited to, items:

 

Special Order & On-Demand Items – Returns and Refunds Policy

Certain products available through the Welzo platform are sourced on demand from third-party suppliers or external warehouses and are not held in our physical inventory. These products are referred to as Special Order or custom-sourced items, and may fall outside our standard returns policy.

Such items include, but are not limited to: Mobility scooters, Other large, complex, or medically regulated equipment.

These products are often subject to:

Supplier-specific order fulfilment,

Regulatory or hygiene restrictions, and

Logistical constraints due to their size, configuration, or nature of use.

3. Non-Returnable Items

For health, safety, and hygiene reasons, the following items are non-returnable:

• Food & Perishables – including vitamins, supplements, beverages, snacks, etc.
• Personal Care & Hygiene Items – razors, toothbrushes, cosmetics, skincare, etc.
• Opened or used products
• Items missing original packaging, seals, or accessories
• Contaminated or mishandled items
• Items received outside of the stated return window
  
• Medically regulated equipment
• Special Order & On-Demand Item

Non-compliant returns will not be refunded and may be disposed of after 7 days unless the customer requests return postage at their own cost.

4. Return Costs & Responsibility

• Customers are responsible for return shipping costs unless the item is incorrect, faulty, or damaged.
• Use of a tracked and insured shipping service is recommended. We are not liable for lost returns.

5. Refunds & Processing

• Refunds are issued within 7 working days after inspection and approval.
• Banks may take an additional 5–10 working days to process refunds.
• Store credit may be offered with faster application and may include reimbursement for original shipping costs.

6. Faulty or Damaged Items

• Must be reported within 48 hours of delivery, with clear photo evidence.
• Misuse, incorrect assembly, or wear and tear are not eligible for refunds or replacements.

International Orders 

• International Returns: We do not accept returns for any international orders due to customs restrictions, shipping complexities, and handling costs. Please review product information carefully before placing an order.

Heavy Shipments

• Heavy Item Returns (Over 10kg): For domestic returns of items weighing over 10kg, a flat £45 return fee will be applied to cover the cost of return postage and handling. This fee is non-negotiable and will be deducted from your refund unless the item is faulty or incorrect.

Medication Orders

Orders for medication can only be cancelled within 1 hour of being placed, as items are prepared for dispatch shortly after receipt. After this point, cancellations are not possible.

If a parcel is returned to us by the courier, we can resend it to you within 30 days.

 Supplement Orders

We accept returns on supplement orders within 14 days of delivery, provided the items are unopened, unused, and in their original packaging. Due to health and safety regulations, we cannot accept returns of any supplements that have been opened or tampered with. Refunds will be processed to the original payment method within 7 working days of receiving and inspecting the returned items. Customers are responsible for return shipping costs unless the product is faulty or incorrect. To initiate a return, please contact our customer service team at

Medical Certificates

Once reviewed and approved, medical certificate orders are non-refundable, as they involve clinical assessment and administrative resources.

Testing Services

• You may cancel testing service orders within 14 days, provided they have not yet been dispatched or collected.
• Faulty or incomplete test kits will be replaced or refunded.
• If services are not performed as agreed, we may offer a repeat service or refund as appropriate.

For subscription Customers, you can cancel your Services contract through your dashboard at any time. If you cancel a Services contract within this 14 day period, you will (subject to any deduction permitted by law) receive a refund for all money paid by you for the Service contract. The refund will be made as soon as reasonably possible, but not later than 14 days after the date on which we were informed about your decision to cancel the Services contract. We will reimburse you using the same means of payment as you used for the initial transaction unless you expressly agree otherwise.

We cannot process a refund in the following circumstances:

(i) when the order has been fulfilled for dispatched

(ii) when the test is collected under a Click and Collect service

All refund and cancellation requests must be submitted to our help centre. Our team will aim to respond to the request within 14 days via the following link: hello@welzo.com. However, kindly allow time for refunds to be processed by the bank, where the refund has been confirmed and issued by us. Unless otherwise agreed, Welzo will not accept returns and will refund you in the manner of payment received from you. Refunds are issued at the sole discretion of Welzo and without any liability or prejudice to its rights.

You have the right to cancel your order for health tests up to the point when your medication is prepared for dispatch. Orders are prepared for dispatch 7 days a week within 1 hour of receipt of the order details. Cancellation requests that come after the order has been prepared for dispatch will not be valid, as an item has already been sent for fulfilment and cannot be cancelled at this point. Cancellation requests that come after 1 hour of placing the orders will not be accepted, as the item has already been sent to fulfilment and cannot be cancelled at this point

A faulty test kit or missing equipment:

A full refund or a replacement test kit will be provided in the unlikely event that a test delivered is either faulty/ damaged or is missing equipment necessary to perform the test.

Apart from your cancellation rights above: (a) if you inform us and can demonstrate that the kit received is damaged or defective, you will be entitled to a replacement or, where we are unable to send you a replacement Kit within a reasonable time, a refund of the relevant Service price; and (b) if the service is not otherwise carried out to the standard outlined at clause 11, you can require repeat performance or, where we, the Laboratory or the Doctor are unable to perform the repeat Services within a reasonable time, a refund of an appropriate amount.