Last Updated: August 15, 2026
At WELLORA, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, we are here to help.
This Refund Policy explains when you may be eligible for a refund, replacement, or return.
1. Returns
You may request a return in accordance with your applicable consumer rights and the conditions outlined below.
To request a return, please contact our customer support team before sending any item back.
Please include:
- Your order number
- Your full name
- The reason for the return
- Photos or other information where relevant
We will provide instructions regarding the return process.
2. Return Period
For eligible purchases, you may request a return within 30 days of receiving your order, unless a different period is required by applicable law.
Items returned after the applicable return period may not be eligible for a refund, except where your statutory consumer rights provide otherwise.
3. Eligible Returns
To be eligible for a voluntary return, products should generally:
- Be unused and in their original condition
- Be in the original packaging where reasonably possible
- Include all accessories and components
- Not have been damaged through misuse or improper handling
Certain products may not be eligible for return due to hygiene, health, or safety reasons where permitted by applicable law.
Your statutory rights are not affected by these conditions.
4. Faulty, Damaged, or Incorrect Items
If your product arrives damaged, defective, faulty, or different from what you ordered, please contact us as soon as possible.
We may ask you to provide photographs or other information so that we can assess the issue.
Depending on the circumstances and applicable law, we may offer:
- A replacement
- A repair where appropriate
- A partial refund
- A full refund
You will not lose your statutory consumer rights because of this policy.
5. Change of Mind
If you simply change your mind about a purchase, you may be entitled to cancel your order or return the product under applicable UK consumer protection laws.
Where a cancellation or return is permitted by law, the product may need to be returned within the applicable legal period and meet any conditions required by law.
For eligible change-of-mind returns, you may be responsible for reasonable return postage costs unless otherwise stated or required by law.
6. Non-Returnable Items
Certain products may not be eligible for voluntary return where permitted by law, including products that:
- Have been used for hygiene or personal-care purposes
- Have been unsealed after delivery where health or hygiene considerations apply
- Have been personalised or made specifically for you
- Cannot reasonably be returned due to their nature
This does not affect your rights regarding faulty, defective, misdescribed, or otherwise legally non-conforming products.
7. Refund Process
Once your return has been received and assessed, we will notify you whether your refund has been approved.
If approved, the refund will normally be issued to the original payment method used for the purchase.
The time it takes for the refund to appear in your account may depend on your bank or payment provider.
8. Shipping Costs
Where a product is faulty, damaged, incorrect, or otherwise requires a remedy under applicable consumer law, WELLORA will provide an appropriate resolution and cover applicable return costs where legally required.
For voluntary change-of-mind returns, the customer may be responsible for return shipping costs where permitted by law.
Original shipping charges may be refundable in circumstances where applicable consumer law requires them to be refunded.
9. Partial Refunds
In certain circumstances, we may offer a partial refund instead of requiring a return.
This may apply where:
- The product has a minor issue that does not prevent normal use
- Only part of an order is affected
- Another resolution is agreed with the customer
Any partial refund will be communicated and agreed before processing.
10. Refunds for Cancelled Orders
If an order is cancelled before it has been shipped, we will normally issue a refund to the original payment method.
If an order has already been dispatched, you may need to follow the applicable return or cancellation process.
11. Late or Missing Refunds
If you have been notified that your refund has been processed but you have not received it, please:
- Check your bank or payment account.
- Contact your payment provider or bank.
- If the refund is still missing, contact WELLORA customer support.
We will assist you in investigating the issue.
12. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible.
We cannot guarantee that a cancellation request can be completed once an order has entered processing or has already been shipped.
Where cancellation rights apply under applicable law, those rights remain unaffected.
13. How to Request a Refund or Return
To start a return or refund request, contact us at:
WELLORA
Email: support@store-wellora.com
Please provide your order number and explain the reason for your request.
Our customer support team will provide the next steps.
14. Consumer Rights
This Refund Policy does not affect or limit any rights you may have under applicable consumer protection laws.
If a product is faulty, not as described, or does not meet applicable legal requirements, you may have additional rights and remedies.
15. Changes to This Refund Policy
We may update this Refund Policy from time to time to reflect changes to our business, services, or applicable laws.
Any updates will be published on this page with a revised Last Updated date.