Refund policy

Refunds & Returns Policy

Our policy lasts 60 days. If 60 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange.

Introduction

If the item you receive is significantly not as described or is of very low quality, you may return your order for a full refund. If this occurs, please email us at info@wellvera.co.uk, and our team will guide you through the return process.

If you choose to return your order for other reasons, you will be responsible for paying the return shipping fee. Alternatively, you may choose to keep the product and agree to a partial refund amount directly with our customer service representative.

Return Eligibility

To be eligible for a return:

  • The item must be unused and in the same condition that you received it.

  • The item must be in its original packaging.
    You must provide a receipt or proof of purchase.

⚠️ Do not send your package back to the return address listed on your parcel. That is not our return address and may result in your package being lost. Customers are responsible for losses due to using the wrong return address. Always contact customer service first for the correct return address.

All returns must be authorized by WellVera Customer Service before being sent back. Unauthorized returns or packages sent without the requested information will not be accepted. Please allow 2–3 business days for our team to respond to your inquiry.

Partial Refunds

Partial refunds may be granted if:

  • Any item is not in its original condition, is damaged, or missing parts for reasons not due to our error.

  • Any item is returned more than 60 days after delivery.

How to Receive Return Authorisation

When requesting a return, please email info@wellvera.co.uk and include:

  1. A detailed description of the reason for return

  2. Photos of the defect (if applicable)

  3. A photo of the size tag (if the wrong size was shipped)

  4. A photo of the shipping box with the label visible

  5. A copy (or screenshot) of your receipt

  6. A copy (or screenshot) of your order confirmation

Refund Procedure

Once your return is received and inspected:

  • We will notify you by email.

  • If approved, your refund will be processed and credited to your original method of payment in GBP (£) within the standard processing timeframe.

For defective items: A full refund will be issued.
 For non-defective items: Shipping and handling costs, as well as the value of any complimentary gifts, will be deducted from your refund.

Exceptions

You are not eligible for a refund if:

  • Your order did not arrive due to incorrect shipping information provided by you.

  • Your order did not arrive due to events outside our control (e.g., customs delays, postal disruptions, natural disasters).
    You made an ordering mistake and the order has already shipped (you may request a return after delivery).

  • You do not wish to return the item but want a refund. (Return shipping must be paid by the customer for exchanges.)

Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account again.

  2. Contact your card provider, as posting times may vary.

  3. Contact your bank.

If you have done all of the above and still have not received your refund, please contact: info@wellvera.co.uk

Exchanges

We only replace items if they are defective or damaged.

If exchanging for other reasons (e.g., wrong size or colour ordered), eligibility will be determined on a case-by-case basis. You may need to cover shipping costs.

To request an exchange, please email info@wellvera.co.uk.

Shipping for Returns

Once authorised, customer service will provide you with the correct WellVera Quality Control Department return address.

  • Customers are responsible for ROYAL MAIL return shipping costs.

  • Shipping fees are non-refundable.

  • If your order included free shipping, the original shipping cost will be deducted from the refund.

  • For returns valued over £75, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of the returned item.

Important Note

Nothing in this policy affects your rights under UK Consumer Law. You may be entitled to a repair, replacement, or refund if goods are faulty, unsafe, not of acceptable quality, or not as described.

📧 For all return or refund requests, please contact:
 info@wellvera.co.uk