Return & Refund Policy
Return & Refund Policy
This policy explains how to use the statutory right of withdrawal and how to report faulty, damaged or incorrect goods. It does not limit any mandatory consumer rights.
14-day right of withdrawal
For eligible distance purchases, you may notify us that you wish to withdraw within 14 days from the day after you, or a person appointed by you, receives the goods.
How to notify us
Email info@iwell.shop with your name, order number, the items you wish to return and a clear statement that you are withdrawing from the purchase. You may use a standard withdrawal form, but it is not required.
Returning the goods
After notifying us, send eligible goods back without undue delay and no later than 14 days after your notification. Contact us before shipping the return.
Return address: iWell Shop, Malakitgatan 6, 224 88 Lund, Sweden.
You are responsible for the direct return shipping cost for a change-of-mind return unless we agree otherwise. Use a traceable service and keep proof of shipment.
Condition and diminished value
You may inspect goods only as necessary to establish their nature, characteristics and function. A reasonable deduction may be made if handling beyond this causes diminished value.
Exceptions
The right of withdrawal does not apply where a legal exception applies. This can include goods that deteriorate or expire rapidly, and sealed goods that are not suitable for return for genuine health-protection or hygiene reasons after the seal has been broken. Food supplements and personal-care products are assessed according to the applicable exception and the condition of the product; they are not listed here as automatically excluded solely by category.
Refund timing
Eligible payments are refunded without undue delay and no later than 14 days after we receive your withdrawal notice. We may withhold the refund until we receive the returned goods or you provide evidence that they have been sent, whichever occurs first.
The refund includes the price paid and the cost of the least expensive standard delivery method offered for the order. Extra cost from choosing a more expensive delivery method is not refunded. Refunds are normally issued using the original payment method.
Faulty, damaged or incorrect goods
If an item is faulty, damaged on arrival, expired or incorrect, contact us promptly with your order number and clear photographs. Do not send the item before receiving instructions. These claims are handled separately from change-of-mind returns, and approved return costs are covered by iWell Shop.