Refund policy

At Welzo, we aim to provide a clear and fair returns process. Please read this policy carefully before placing an order, as certain items are excluded from returns due to health, safety, hygiene, or regulatory requirements.

This policy does not affect your statutory rights under UK consumer law.

1. Items Eligible for Return

The following items may be returned:

  • All non-medical, non-perishable, non-regulated physical products.

2. Non-Returnable Items (Health, Safety & Regulatory Reasons)

For health, safety, hygiene, and regulatory reasons, the following items cannot be returned, except where required by law:

  • Medical items.
  • Medical devices, including health tests and diagnostic kits.
  • Medically regulated equipment.
  • Food and perishable items, including vitamins, supplements, beverages, snacks, and other ingestible products.
  • Personal care and hygiene items, including razors, toothbrushes, cosmetics, skincare, and similar products.
  • Opened or used products of any kind.
  • Items missing original packaging, seals, accessories, or components.
  • Contaminated, mishandled, or tampered items.
  • Special order or on-demand items.
  • Items received outside the return window.
  • International orders.

3. Return Request Timeframe

Return requests must be submitted within 14 days of fulfilment. Requests submitted after this period will not be accepted.

All return requests must be submitted via the Welzo Returns Portal: https://welzo.com/apps/returns-portal

4. Return Conditions & Evidence

To be eligible for a return:

  • The item must be unused, unopened, and in its original resale-ready condition.
  • All original packaging, accessories, manuals, inserts, and seals must be included.
  • Customers must upload clear photos via the Returns Portal confirming the condition of the item and its packaging.
  • Items showing signs of use, damage, handling, or tampering will be rejected.

5. Return Shipping, Tracking & Responsibility

  • Customers are responsible for all return shipping costs, without exception.
  • Where Welzo agrees to reimburse return postage (for confirmed faulty items), reimbursement is limited to up to £35 and will be issued as store credit only, subject to the customer providing a valid receipt/proof of postage.
  • The customer remains fully responsible for the return until the item is received by Welzo.
  • Customers must upload valid tracking details to the Returns Portal once the item has been shipped.
  • Returns without tracking information may be delayed or rejected.
  • We strongly recommend using a tracked and insured delivery service.
  • Welzo is not liable for items lost or damaged in transit during return shipping.

6. Faulty or Damaged Items

Faulty or damaged items must be reported within 48 hours of delivery. Customers must provide clear photographic evidence showing the fault or damage.

Faulty items must still be returned at the customer’s expense. If, after inspection, Welzo confirms that the item is faulty, the following will apply:

  • A refund for the item will be issued in accordance with this policy to the original payment method; and
  • The cost of return shipping will be reimbursed as store credit only (up to £35), subject to receipt of valid proof of postage.

Welzo does not offer cash reimbursements, manual payments, or bank transfers for return shipping costs.

Items damaged as a result of misuse, incorrect assembly, neglect, or normal wear and tear are not eligible for refunds or replacements.

7. Warranty Repairs (Where Applicable)

If an item is covered by a manufacturer or product warranty, Welzo may offer a repair process instead of a refund where appropriate.

  • Warranty items may be returned for inspection and repair and then returned to the customer.
  • This process can take longer and may take up to 45 days to complete, depending on the nature of the issue and any manufacturer requirements.
  • Where a product has been used, it cannot be refunded (except where required by law). In such cases, repair or replacement may be the only remedy available.

8. Refunds

  • Refunds are issued within 14 days of receipt and inspection of the returned item.
  • Refunds are processed to the original payment method only.
  • Original delivery charges are non-refundable.

9. Rejected or Non-Compliant Returns

Items returned without approval, outside the return window, or not meeting the conditions of this policy may be rejected.

Rejected items may be returned to the customer at their expense or disposed of after a reasonable holding period.

10. Final Authority

All returns and refunds are processed at the sole discretion of Welzo, in accordance with this policy and applicable UK consumer law. Welzo reserves the right to refuse returns that do not comply with this policy.