Refund & Returns Policy

At Welzo, customer satisfaction is extremely important to us. We aim to provide a fair, transparent, and straightforward returns process while maintaining high standards of health, hygiene, product integrity, and regulatory compliance.

If there is ever an issue with your order, our team will always do their best to help find a fair and reasonable resolution as quickly as possible. Our customer support team is always happy to assist with questions regarding return eligibility or the best resolution available.

Please read this policy carefully before placing an order. Certain items may be excluded from return due to health, safety, hygiene, or regulatory requirements. This policy does not affect your statutory rights under UK consumer law, including rights relating to faulty, damaged, incorrectly supplied, or misdescribed items.

1. Eligible Returns

Most physical products purchased from Welzo may be eligible for return, subject to health, hygiene, safety, and resale requirements, provided they are returned in accordance with this policy.

Eligible returns generally include:

• Unused, unopened, and resale-ready products.
• Non-perishable products returned within the applicable return period.
• Products returned in original condition with packaging, accessories, and components where applicable.

If you are unsure whether your item may be eligible for return, please contact our support team who will be happy to assist.

2. Non-Returnable Items

For health, hygiene, safety, and regulatory reasons, certain products are generally non-returnable unless faulty, damaged, not as described, or otherwise required by law. These may include:

• Certain health tests, diagnostic kits, and healthcare-related products, particularly where sealed, hygiene-sensitive, personalised, or unsuitable for resale once opened.
• Vitamins, supplements, food, beverages, and other ingestible products where opened, unsealed, perishable, or unsuitable for resale.
• Personal care, cosmetic, skincare, and hygiene products where opened, used, or unsealed.
• Opened, used, tampered, mishandled, contaminated, or altered products.
• Items missing original packaging, seals, accessories, or components where reasonably required for resale.
• Bespoke, personalised, made-to-order, or special-order products.
• Items requested for return outside the applicable return period.

3. Return Timeframe

Return requests for eligible items should be submitted within 14 days of delivery through the Welzo Returns Portal:

https://welzo.com/apps/returns-portal

Where possible, we encourage customers to contact us promptly so we can assist efficiently.

4. Statutory Cancellation Rights

Where applicable, customers purchasing online may have cancellation rights under UK consumer law.

Where statutory cancellation rights apply, customers generally have:

• 14 days from delivery to notify cancellation; and
• 14 additional days to return eligible goods.

Certain exemptions may apply, including sealed hygiene-sensitive goods once opened, perishable items, personalised goods, and products unsuitable for return for health protection reasons.

5. Return Conditions

To qualify for a return:

• Items should be unused, unopened, and in original resale-ready condition.
• Original packaging, accessories, manuals, inserts, and seals should be included where applicable.
• Customers may be asked to provide photographs to help assess the condition of returned products.
• Returns may not be accepted where items show signs of misuse, tampering, contamination, accidental damage, or are unsuitable for resale.

Nothing in this section affects your legal rights in relation to faulty or misdescribed goods.

6. Return Shipping

Unless otherwise required by law, customers are generally responsible for return shipping costs.

Where an item is confirmed to be faulty, damaged, incorrect, or not as described, Welzo may reimburse reasonable return postage costs or provide an alternative return method where appropriate.

To protect customers, we strongly recommend using a tracked and insured delivery service. Customers remain responsible for returned items until safely received by Welzo.

7. Faulty, Damaged or Incorrect Items

If an item arrives faulty, damaged, defective, or incorrect, please contact us as soon as reasonably possible and, where feasible, within 48 hours of delivery, together with photographic evidence. This helps us investigate quickly and resolve issues efficiently but does not affect your legal rights.

Where a product is confirmed as faulty, damaged, defective, or not as described, Welzo will provide an appropriate remedy in accordance with UK consumer law, which may include repair, replacement, refund, price reduction, or reimbursement of reasonable return postage costs.

In some cases, Welzo may request the item be returned for inspection before a final resolution is issued.

8. Warranty Repairs

Where applicable, products covered by warranty may be inspected, repaired, or replaced. Depending on manufacturer requirements, this process may take up to 45 days.

Where legally appropriate, repair or replacement may be offered before a refund.

9. Refunds

Approved refunds are typically processed within 14 days of receipt of the returned item, inspection, or confirmation that a refund is due and will be issued to the original payment method.

Where required by law, standard delivery charges may also be refunded. Premium delivery upgrades are non-refundable.

10. Rejected Returns

Returns that do not comply with this policy may be rejected.

Where a return is rejected, Welzo may arrange return of the item to the customer at the customer’s expense. If collection or return shipping is not arranged within a reasonable period after notification, Welzo reserves the right to dispose of the item.

11. Consumer Rights

Nothing in this policy limits or excludes any rights you may have under applicable UK consumer law.