Return & Refund Policy

Last Updated: Sep 17, 2025

1. SCOPE & OVERVIEW

wellux.org sells cosmetics and health/herbal supplements internationally from India. Except in the specific limited scenarios below, these categories are non-returnable and non-refundable due to hygiene, regulatory, and cross-border logistics constraints. Customs clearance, duties, and import compliance in the destination country are the customer’s responsibility. Parcels held up, returned, or blocked because of unpaid duties, customs restrictions, or import non-compliance are not eligible for refund.

Before placing an order, you must review and understand your country’s customs, import, and duty requirements. wellux.org is not liable for delays, seizure, or non-delivery caused by customs in the destination country.

 

2. DEFINITIONS

  • Return: Sending back a shipment to wellux.org after approval.

  • Refund: Reversal of payment to the original payment method after validation.

  • Wrong Product: An item shipped that does not match the SKU, description, or specification of what was ordered (excluding perceived cosmetic differences unless objectively incorrect).

 

3. NON-RETURNABLE / NON-REFUNDABLE ITEMS

All cosmetics, health supplements, and herbal products sold on wellux.org are considered non-returnable and non-refundable except in the case of:

  • Wrong product shipped (i.e., an entirely different product than ordered).

  • Damaged item received on delivery where damage is confirmed and documented at the time of receipt (must be reported immediately with evidence).

All other change-of-mind, buyer’s remorse, or customs-related issues (including parcels held for duties, duties unpaid, or import denials) do not qualify for returns or refunds.

 

4. RETURN / REFUND ELIGIBILITY & PROCESS

4.1 Wrong Product Shipped

  • If you receive a product that is materially different from what you ordered, you must notify support at hello@wellux.org within 7 calendar days of delivery with:

    • Order number

    • Photo evidence of the received item (showing packaging and product)

    • Explanation of the discrepancy

  • wellux.org will verify the claim. Upon confirmation:

    • You will be offered either a replacement (shipped at no additional product cost) or a refund to the original payment method.

    • Refunds or replacement shipment decisions are communicated within 10 business days of claim approval.

    • Refunds, once approved, are issued within 45 calendar days to the original payment instrument.

4.2 Damaged on Delivery

  • If the item is received damaged, do not discard packaging. Send photos (packaging + product) to hello@wellux.org within 7 calendar days.

  • Damage claims are evaluated case-by-case. If approved, wellux.org may offer a replacement or refund (subject to stock and logistics).

  • Refund timeline: once approved, processed within 45 calendar days.

 

5. RETURNS / RMA AUTHORIZATION

  • All eligible returns (wrong product/damage) require prior approval and an RMA code issued by support.

  • Unauthorized returns (i.e., returns sent without approval/RMA) may be refused or returned at customer cost.

  • Instructions for returning (if applicable) will be provided after approval. For international logistics, the return method and any required customs declarations will be communicated per case.

 

6. CUSTOMS, DUTIES & IMPORT CLEARANCE

  • Customs clearance, duties, VAT, and import compliance are the sole responsibility of the recipient.

  • Parcels stuck, returned, refused, or seized due to failure to comply with local customs/import rules, unpaid duties, or similar issues are not eligible for refund.

  • You are advised to check your country’s import regulations, prohibited items list, and duty structure before ordering.

 

7. CANCELLATION POLICY

7.1 Customer Cancellation

  • Orders may be cancelled by the customer only before they are shipped. Once the order has been shipped, it cannot be cancelled.

  • To request cancellation, email hello@wellux.org immediately with your order details. Cancellation confirmation will be communicated; if the order has already moved to shipping, standard return eligibility applies (which, for cosmetics/supplements, is limited as above).

7.2 Company Cancellation

  • wellux.org reserves the right to cancel any order for reasons including stock unavailability, suspected fraud, pricing errors, or failure to verify payment/shipping information.

  • In case of cancellation by wellux.org, you will be notified and refunded (subject to the refund process and timelines) or offered an alternative if applicable.

 

8. REFUND METHOD & TIMELINE

  • Approved refunds are credited to the original payment method used at the time of purchase.

  • Refunds are issued within 45 calendar days of approval.

  • Processing time with the receiving bank or gateway may add additional lag beyond the 45-day window.

 

9. EXCLUSIONS

  • Orders delayed or blocked due to customs, import restrictions, unpaid duties, or local regulatory non-compliance.

  • Products returned without prior RMA authorization.

  • Products that have been used, opened (where hygiene is compromised), or tampered with, except in the case of verified shipping damage.

 

10. DISPUTE / ESCALATION

  • If your issue is not resolved through initial support, reply with “Escalate” in your existing email thread to trigger the formal grievance path.

  • Acknowledgment of escalation will be within 2 business days and further resolution communicated as per internal SLAs.

 

11. CONTACT

Support and return/refund requests: hello@wellux.org

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