Return Policy

Last updated: 30 April 2026

Thank you for shopping with Wellnatura. This Return and Refund Policy sets out eligibility, processes, and timelines for returns and refunds on orders placed via wellnatura.uk. Please review the guidelines below before initiating a return.

Policy overview

  • Return window: 90 days from the delivery date.
  • Refund processing time: 7 days from receipt of the returned parcel at our warehouse.
  • Return shipping costs: Covered by the customer, unless the product is defective, damaged, or incorrect.
  • Exchanges: Not accepted. To obtain a different size, colour, or product, return the original item for a refund and place a new order.
  • Restocking fees: None.

Order cancellations

You have the right to cancel your order within 90 days of receiving the goods, without giving any reason. Full details, including the sample cancellation form, are set out in our Cancellation Policy.

Return conditions

We accept returns under the following conditions.

  • Return window: items must be returned within 90 days of delivery.
  • Item condition: items may be returned in opened or used condition. Original packaging is not required, but its inclusion assists processing.
  • Receipt or proof of purchase: required for all returns. Your order confirmation email is sufficient.
  • Exceptions: there are no excluded item categories. All Wellnatura products purchased directly from wellnatura.uk are eligible for return under these terms. Items purchased from a third-party retailer or marketplace must be returned through the original point of sale.

Return instructions

To start a return, follow these steps.

  1. Contact customer service. Email info@wellnatura.uk with the subject line "Return," your order number, and the reason for return. Include photographs if the item is damaged or defective.
  2. Receive return authorisation. Our team will review your request and reply with a return authorisation, the return shipping address, and any further instructions.
  3. Package the item. Pack the item securely, including any accessories where applicable.
  4. Ship the parcel. Use a reliable tracked service. Return shipping is the customer's responsibility unless the item is defective, damaged, or incorrect, in which case Wellnatura covers the return postage.

Refund process

Refund approval: Once we receive and inspect your returned item, we will notify you regarding the approval status within 7 business days.

Processing time: Approved refunds are issued to the original payment method used at checkout within 7 days of inspection. The card issuer or bank may require a further 1 to 2 working days to credit the funds to your account.

Confirmation: You will receive a confirmation email once the refund has been processed.

Exchanges

Wellnatura does not accept exchanges. To obtain a different size, colour, or product, return the original item for a refund and place a new order on wellnatura.uk.

Exceptions and special cases

Damaged or defective items: If your item arrives damaged or defective, contact us within 48 hours of delivery. Email info@wellnatura.uk with a photograph and your order number. We will arrange the return at no cost to you and offer a replacement or full refund per your preference.

Incorrect product: If you receive an incorrect item, contact us within 48 hours of delivery. We will cover the return shipping and dispatch the correct item promptly.

Lost packages: If your package does not arrive within the estimated timeframe set out in our Shipping Policy, contact us so we can initiate an investigation with the carrier.

Return shipping address

Approved returns must be sent to:

Wellnatura
Happy Cart Limited
RM 509, 5/F, The Cloud
111 Tung Chau Street, Tai Kok Tsui
Kowloon, 999077, Hong Kong

Use a tracked service and retain proof of postage until the refund has been issued.

Customs and duties on returns

Returns are sent to our warehouse in Hong Kong. Any customs duties, import taxes, or carrier fees incurred during the return shipping process are the customer's responsibility, regardless of the shipping method used. We recommend marking the parcel as a return of merchandise to minimise customs liability where your local carrier offers this option.

Related policies

Company details

Business Name: Wellnatura
Website Name: wellnatura.uk
Company Name: Happy Cart Limited
Address: RM 509, 5/F, The Cloud, 111 Tung Chau Street, Tai Kok Tsui, Kowloon, 999077, Hong Kong
E-Mail: info@wellnatura.uk
Contact Form: wellnatura.uk/pages/contact
Phone: +44 7451 255130
Business Registration Number: 77321394
Customer Service: Monday to Friday, 9:00 am to 5:00 pm (GMT+1).