Contents
1. Overview 2. Eligibility 3. Non-Refundable 4. How to Request 5. Refund Timeline 6. Damaged Items 7. Digital Products 8. Contact🌿 Our Promise: We want every HealWell purchase to make you feel great. If something's not right, we'll work with you to make it right.
1. Overview
HealWell is a multi-vendor marketplace. Refunds and returns are primarily handled by individual vendors. However, HealWell provides a dispute resolution service to protect customers when vendors are unresponsive or at fault.
2. Eligibility for Refund
You may be eligible for a refund if:
- Item received is significantly different from the description
- Item arrived damaged or defective
- Item was not delivered within the expected timeframe
- Request is made within 14 days of delivery
- Item is unused and in original packaging (physical products)
3. Non-Refundable Items
The following are generally not eligible for refunds:
- Opened consumable products (food, supplements, teas)
- Digital downloads once accessed or downloaded
- Custom or personalized items
- Items marked as "Final Sale"
- Membership fees unless within 24 hours of purchase
4. How to Request a Refund
Step 1 — Contact the Vendor
First contact the vendor directly through your order page in My Account → Orders. Most vendors resolve issues quickly within 24–48 hours.
Step 2 — Open a Dispute
If the vendor doesn't respond within 48 hours, open a dispute through My Account → Orders → Open Dispute.
Step 3 — HealWell Review
Our team will review the dispute within 3 business days and make a fair decision based on evidence from both parties.
5. Refund Timeline
- Approved refunds: 5–7 business days to original payment method
- Store credit: Instant upon approval
- Bank transfers: May take 3–5 additional days depending on your bank
6. Damaged or Defective Items
If you receive a damaged item please take photos immediately and contact us within 48 hours of delivery. We will arrange a full refund or replacement at no additional cost to you.
7. Digital Products
Digital products such as guides, ebooks, and courses are non-refundable once downloaded or accessed. However if the product is not as described or technically faulty we will review on a case-by-case basis.
8. Contact for Refunds
For refund assistance contact us at refunds@healwell.com or through our Contact Page. Please include your order number and reason for refund.