Returns and Refunds Policy
We stand behind the quality of our products. If you are not completely satisfied with your purchase, this page explains how returns, exchanges, and refunds work.
A fair, transparent process you can follow with confidence
14 Days
From the date you received your order to initiate a return.
5–10
Business days for the credit to appear on your statement.
Sealed
Unopened, in original packaging with all seals intact.
At HealthWell UK, we design our returns process to be straightforward and transparent. Because nutritional supplements are personal-care products, we apply hygiene-based rules that protect every customer. The terms below explain what you can return, how to start the process, and what to expect once your item reaches us.
What you can return
To be eligible for a return, the item must be unused, unopened, and in the same condition that you received it. It must also be in the original packaging with all seals intact.
Due to the nature of nutritional supplements and for hygiene reasons, we cannot accept returns on products that have been opened or tampered with. This rule applies to every order without exception and exists to protect the integrity of the products we send out.
The 14-day window
You have 14 calendar days to return an item from the date you received it. If 14 days have passed since your purchase, we unfortunately cannot offer you a refund or exchange.
We recommend contacting us as soon as possible if you intend to make a return. The sooner we hear from you, the more time we have to prepare your return documentation and confirm the return address before the window closes.
How to return an item
Follow these steps to send a product back. Each stage has a clear action on your side and a clear response from us.
Email our support team
Contact us at [email protected] with your order number and the reason for the return. We will respond with the return address and any necessary documentation.
Package the item securely
Place the unused, sealed product in its original packaging inside a second outer box or mailer. Use enough padding to stop the jar or bottle from shifting during transit.
Send it at your own cost
You are responsible for paying the shipping costs to return your item. These costs are non-refundable. We recommend using a tracked service so you can confirm delivery.
We inspect and respond
Once we receive your returned item, we inspect it and notify you of the status. If your return is approved, we initiate a refund to your original method of payment.
What happens when it arrives
Once we receive your returned item, we inspect it and notify you that we have received it. We immediately notify you of the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to your original method of payment. If the item does not meet the eligibility criteria, we will explain why and discuss your options.
When the credit lands
Depending on your card issuer's policies, you will receive the credit within a certain number of days. Typically, refunds take between 5 to 10 business days to appear on your statement.
If you have not received a refund after this period, contact your bank or credit card company first. Processing times vary between issuers, and your bank can often trace the transaction.
If your order arrives damaged
In the unlikely event that your order arrives damaged or is defective, contact us immediately. We will arrange for a replacement to be sent to you at no additional cost, or provide a full refund.
Please include photos of the damaged packaging or product when you contact us. Clear images help us review the situation quickly and arrange the right resolution without unnecessary back-and-forth.
Common questions about returns
Can I return a product I have opened?
No. For hygiene reasons, we cannot accept returns on any product that has been opened or tampered with. This rule applies to all nutritional supplements sold on our store, regardless of the reason for the return.
Who pays for the return shipping?
You are responsible for paying the shipping costs to return your item, and these costs are non-refundable. If your item arrived damaged or defective, we cover the replacement or refund without additional charge.
How long does the refund take to appear?
Once your return is approved, the refund is initiated to your original payment method. It typically takes 5 to 10 business days to appear on your statement, depending on your card issuer's processing times.
What if my order arrives damaged?
Contact us immediately and include photos of the damaged packaging or product. We will arrange a replacement at no additional cost, or provide a full refund if you prefer.
What information do I need to start a return?
Email us at [email protected] with your order number and the reason for the return. We will respond with the return address and any documentation you need to include in the package.
Still have a question about a return?
Our support team can walk you through the process, confirm your order details, and help you prepare the right documentation before you send anything back.
+44 1727 865425
15 Market Place, St Albans
AL3 5DL, United Kingdom
Monday – Friday
09:00 – 18:00