At Wellvixo, we believe in showcasing our products as they are and ensuring they reach you in perfect condition. Every item undergoes a thorough quality check before being dispatched. The only time a refund is considered is in the unfortunate event that you receive a product that has been damaged during transit.
We take full responsibility for damages that occur during shipping and are committed to ensuring you have a happy shopping experience.
Cancellation Policy
Once an order has been dispatched and is in transit, it cannot be canceled.
Damaged Products
In the rare event that you receive a damaged product, please follow these steps:
1. Report the Damage Promptly
You must contact us within 48 hours of receiving your package. Any requests or complaints reported after this timeframe will not be considered.
2. Provide Proof of Damage (Unboxing Video is Crucial)
To ensure a smooth and quick resolution, we highly recommend making a clear, unedited video of you opening the package. The video should clearly show the shipping label, the outer packaging, and the damaged product within.
- With a Clear Unboxing Video, if the damage is clearly visible in the video, you will be eligible for a full refund for the damaged product.
- Without an Unboxing Video: If you fail to provide an unboxing video, we will still consider your request. Please provide clear photographs of the damaged item and the packaging. In such cases, the final decision will be at the discretion of our team. We will work to find a solution, which may include a partial refund or store credit, but a full refund is not guaranteed.
3. Do Not Send the Item Back
As a new business, we do not currently accept physical returns. Please do not ship the damaged item back to us unless you are specifically requested to do so by our team.
How to Start a Refund Claim
To start the process, please contact us at support@wellvixo.com with the following details:
- Your Order Number
- Clear photos of the damaged product and packaging
- The unboxing video (if available)
Once we receive your claim and find it genuine, our team will get back to you within 2 business days to process your refund.
Exceptions / Non-Refundable Items
Please note that refunds are only for products damaged in transit. We do not offer refunds for:
- Sale items or items purchased with a gift card.
- Custom products (such as special orders or personalized items).
- Minor color or design variations, as the appearance of products on screen can differ slightly.
Refunds Processing
Once your claim is approved, you will be notified via email. The refund will be automatically processed to your original method of payment (for prepaid orders). Please remember it can take 5-7 business days for your bank or credit card company to process and post the refund.