Return and refund policy

RETURN AND REFUND POLICY

We have a 30-day return policy: you have 30 days from the day your item arrives to request a return.

Conditions
To be eligible, the item must be unused and in the same condition you received it, with any tags attached and in its original packaging. You will also need your order number or proof of purchase.

How to start a return
There are two ways to reach us: email support@wellnovaco.com with your order number and the reason for the return, or use the contact form on our Contact page — both reach the same support team. We will reply with the correct return address for your item. Please do not send anything back before you have that address — our items ship from more than one fulfilment centre, so a parcel sent to the wrong place can genuinely be lost, and items returned without a request cannot be accepted.

Who pays for return postage
If the item is faulty, damaged in transit, or not what you ordered, we cover the return cost — or we simply replace it, whichever is quicker for you. If you are returning an item because you changed your mind, the return postage is at your cost. We would rather tell you that up front than surprise you afterwards.

Damaged, faulty or wrong items
Please inspect your order when it arrives and contact us straight away if anything is defective, damaged or incorrect. A photo of the item and the packaging usually lets us resolve it in one email instead of five. Nothing in this policy limits any consumer right you have that cannot lawfully be excluded under the law that applies to you.

If your order never arrives
If tracking has not moved for 15 business days, or your order has not arrived within the longest estimated delivery window on our Shipping policy, contact us. We will open an investigation with the carrier, and if the parcel is confirmed lost or undeliverable you can choose either a free replacement or a full refund to your original payment method. You will never be left to cover the cost of a parcel that did not arrive.

Hygiene and personal-use items
Some of what we sell is worn against the body or used on the skin. For everyone's safety, items such as socks, insoles, eye masks, underwear, garments worn next to the skin, skincare and body-care products, and anything supplied sealed can only be returned if they are unused and the seal or hygiene strip is intact. If you are unsure whether trying something on will affect your right to return it, ask us before you open it — we would rather answer first than turn a return down afterwards.

Other non-returnable items
We cannot accept returns on perishable goods, custom or personalised products, hazardous materials, flammable liquids or gases, sale items, or gift cards. Get in touch if you have a question about a specific item.

Exchanges
The fastest way to get the item you actually want is to return the one you have and place a new order for the replacement, rather than waiting for an exchange to travel in both directions.

European Union 14-day cooling-off period
If your order is shipped into the European Union, you have the right to cancel or return it within 14 days of receipt, for any reason and without giving a justification. The item must still be unused, in its original packaging and with any tags attached.

Refunds
We will let you know once we have received and inspected the return, and whether the refund is approved. Approved refunds go back to your original payment method within 10 business days — we cannot refund to a different card, account or person. Your bank or card issuer may then take a few more days to post it. If more than 15 business days have passed since we told you a refund was approved and you still cannot see it, email support@wellnovaco.com and we will chase it.

Cancellations
Orders can be cancelled for a full refund at any point before they ship — usually within the first 24 hours. Email us as soon as possible and we will stop the order if it has not already gone out.

WellNova
1001 S Main St, Ste 600
Kalispell, MT 59901
United States
support@wellnovaco.com