You may cancel any order as long as it has not been packed and dispatched.
If you have already received the goods or your order has been dispatched by the time you cancel, you will need to send the goods back to us at your own cost and risk.
Please ensure all products are unopened and in a re-sellable condition, with all packaging seals intact. If the returned goods are not sufficiently packaged and are damaged on return, we will need to charge for any damaged items in full. All returns need to be back with us within 14 days of the delivery date to be applicable for refund. Please note that any perishable or semi-perishable items are not eligible for refund, as these are not able to be re-sold.
If delivery is refused by the addressee, you are entitled to a refund minus the p&p charges incurred sending out the original order. Please note that on international and larger and heavier items delivered by domestic couriers, they may charge an additional fee for the order to be returned to us. If this is the case, any additional fees will also be deducted from any refund issued.
Please note: We will need to have the items arrive back with us before a refund can be issued.
Restocking Fees (when necessary)
When the value of the returned items exceeds £100, we retain the right to retain a restocking fee to solely cover the transaction fees of the payment, as these are no longer returned to us when refunded. Also if the item(s) shows any signs of superficial damage, we will need to retain a 15% restocking fee from the refund., or where orders have been made up specially.
Perishable & Semi-perishable Items
Please note that any perishable items (fresh produce items, like freshly picked spruce sprigs) and semi-perishable items (miso products, which need to be refrigerated upon delivery) if returned to us are not eligible for refund, as these are not able to be re-sold to another customer.
Returns on Orders over £50 (free shipping) and International Orders
If a returned order had free shipping applied for being over £50, and after the requested refund, would no longer qualify for free shipping, the shipping cost will also be deducted from any refund. This also applies to full order returns, where we would need to deduct the shipping cost from the refund. Unfortunately, we have no way to reclaim these costs. This also means that if an order has free or subsidised delivery (meaing we have covered all or part of your postage), our actual postage costs will be deducted from the refund given.
Returns Address and Process
Please ensure that your returned item(s) include your name and order number in the package and that they are sent to the address below. Failure to do so will result in delays in processing your return.
Well Being Shop,
Refunds and Restocking Fees (when necessary)
Once we receive the goods back here, provided they are received by us, and in the same condition they were sent to you in, we will refund you the full cost of the item(s) unless the value is over £100.
When the value of the refund is over £100, we retain the right to retain a restocking fee to solely cover the transaction fees of the payment, as these are no longer returned to us when refunded. Also if the item(s) shows any signs of superficial damage, we will need to retain a 15% restocking fee from the refund., or where orders have been made up specially.
All postage and packing costs are non-refundable if your order has been dispatched by the time you cancel. Where the order placed has totalled over £50, and the customer has not been invoiced the actual postage cost, our actual P&P costs will be deducted from the final amount refunded. Refunds may take up to 10 days to process.
We trust you will have no need to cancel and will enjoy all the items you buy.
Damaged goods in transit:
If any goods are damaged in transit, please take a photo and email us. We will then be happy to offer a discount or send a replacement. Please note that we are unable to resolve issues of faulty or damaged products without a photo for our records.
Exchanges are available on unopened items. If you would like to exchange any items, please contact us within 7 days of receiving your order and return all items in a re-sellable condition within the next 14 days. Please ensure all products are unopened and in the same condition they were sent to you in, with all packaging and seals intact. If returned goods are not sufficiently packaged and are damaged on return, we will not be able to offer an exchange, and you will be charged for the item(s) in full. Please note that any perishable items (fresh items and miso products) are not eligible for exchange or refund, as these are not able to be re-sold.
You will be responsible for the cost of returning the goods. Depending on the weight and cost of the item, there may be additional postage costs to send the exchange. We will confirm this when you contact us to advise you would like to make an exchange.
Vouchers, Discount Codes & Gemstones
Discount codes must be used at the time of checkout - we have no way to add a discount code once the order has been placed. Only one discount code can be used at a time during checkout, so for example a discount code redeemed via the gemstones program cannot be used in conjunction with any other discount code.
Please also note that once a code has been generated from your gemstones, we are unable to cancel the discount code and reapply the gemstones. After placing an order, we cannot add gemstones to your account retrospectively. Therefore it is a requirement that an account is created before placing an order if you wish to collect the gemstones generated from the order.