Policy

Refund & Returns

Last updated: 4 November 2026

1. Damaged, wrong, missing or expired items

If your order arrives damaged, leaking, expired or incorrect, or something is missing, tell us within 7 days of delivery and we will send a replacement or give you a full refund at no cost to you.

2. Change of mind

• Opened products cannot be returned for hygiene and food safety reasons.
• Unopened products in their original, sealed condition may be returned within 7 days of delivery if you contact us first. The return delivery cost is paid by you, and we refund the product price once we receive and check the item.

3. Items we cannot accept back

• products that have been opened, used, or have a broken seal
• products not stored as directed on the label
• free gifts and promotional items (unless they arrived damaged)
• products bought from other sellers

4. Cancelling an order

You can cancel for a full refund at any time before your order is shipped. Contact us on WhatsApp or email with your order number as soon as possible. Once an order has been shipped, it is handled as a return under section 2.

5. How to request a refund or return

• Contact us on WhatsApp ([WhatsApp number]) or email (contact.support@heywell.online) with your order number and the reason.
• We will reply within 2 working days with the next steps. Please do not send items back before we confirm, so the return is not lost.

6. How you get your money back

• Approved refunds are made to your original payment method, or to your bank account if that is not possible.
• Please allow 7 to 14 working days after approval for the refund to reach you, depending on your bank.
• Delivery fees are refunded when the problem was our mistake (a damaged, wrong, missing or expired item).

7. Your legal rights

This policy does not affect your rights under the Consumer Protection Act 1999.