Refund policy

**Effective Date:** August 18, 2026  
**Website:** https://wellora.ca  
**Brand Name:** Wellora  

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## 1. OVERVIEW & GENERAL PRINCIPLES

At **Wellora** (wellora.ca), we are committed to providing high-quality dietary supplements and natural health products to our valued global customers. Your health, safety, and satisfaction are our top priorities. 

This Return and Refund Policy outlines the conditions, timelines, and procedures for requesting returns, replacements, or refunds for orders placed directly on **wellora.ca**. By purchasing from our store, you agree to the terms described below.

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## 2. 30-DAY RETURN ELIGIBILITY

We accept return requests within **30 calendar days** from the date your shipment is delivered, as verified by official carrier tracking details.

### Health & Safety Compliance Requirement
Due to strict international health, hygiene, and safety regulations governing consumable dietary supplements, **products eligible for return must meet all of the following criteria:**
- **Unopened & Factory-Sealed:** The item must remain in its original, unopened condition with all factory seals, tamper-evident shrink bands, and caps fully intact.
- **Original Packaging:** Products must be in their original outer boxes or containers, free from physical damage, markings, or alterations.
- **Proof of Purchase:** A valid order confirmation number, receipt, or invoice from wellora.ca must be provided.
- **Promotional Items:** Any free gifts, sample items, or bundle bonuses received with the original purchase must also be returned unopened.

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## 3. NON-RETURNABLE & EXCLUDED ITEMS

To ensure complete quality control and protect consumer health, the following items are **strictly non-returnable and non-refundable**:
- **Opened or Used Products:** Any dietary supplement bottle, tub, container, or blister pack that has been opened, unsealed, or partially consumed.
- **Perishable or Heat-Sensitive Items:** Products requiring continuous cold storage (e.g., specific liquid formulations or live probiotics once unsealed).
- **Final Sale & Clearance Items:** Items designated as "Final Sale", "Clearance", or purchased during clearance events.
- **Gift Cards:** Digital or physical gift certificates/vouchers.
- **Third-Party Purchases:** Products bought through third-party retailers or physical stores must be returned directly to the original seller.

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## 4. DAMAGED, DEFECTIVE, OR INCORRECT ORDERS

We exercise great care in packaging and order verification. However, if your order arrives damaged, defective, or contains incorrect items, we will resolve the issue immediately at **no extra charge to you**.

### Reporting Timeframe
Please inspect your package upon receipt. You must report any damaged or incorrect items to our Customer Support team within **7 calendar days** of delivery.

### How to File a Claim:
1. Email **Info@wellora.ca** with the subject line: *"Damaged/Incorrect Order - #[Your Order Number]"*.
2. Attach clear photographs or videos showing the damaged product, batch/LOT number, outer shipping box, and shipping label.
3. Upon review and verification, Wellora will issue a full refund (including original shipping costs) or dispatch a free replacement shipment. You will not be required to pay return shipping fees for damaged or misfulfilled items.

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## 5. RETURN PROCEDURE (RMA PROCESS)

Please do **not** send products back to us without prior authorization. Unauthorized returns will not be processed.

Step-by-step Return Steps:
1. **Contact Customer Support:** Email **Info@wellora.ca** or call **1-879-586-3239** to request a Return Merchandise Authorization (RMA). Provide your order number, product name, and reason for return.
2. **Receive RMA & Instructions:** Once approved, our team will issue an **RMA Number** and return packaging instructions.
3. **Pack Securely:** Securely pack the unopened item in a sturdy shipping box, including a note with your RMA Number inside.
4. **Ship Your Package:** Mail the item to our Toronto logistics center:

5. **Provide Tracking Information:** Email the tracking number and carrier name to **Info@wellora.ca** so we can track your shipment.

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## 6. RETURN SHIPPING COSTS & INTERNATIONAL CUSTOMS

- **Standard Returns:** Customers are responsible for all return shipping fees. Return shipping charges are non-refundable. We recommend using a trackable shipping service with insurance, as Wellora cannot be held liable for packages lost or damaged in transit.
- **International Duties & Taxes:** Customs duties, local taxes, import tariffs, or brokerage fees paid upon international delivery are collected by local customs agencies and are **non-refundable** by Wellora.
- **Refused Shipments:** If an international shipment is refused by the customer or returned due to unpaid local customs duties, taxes, or an incorrect delivery address, the return freight costs and administrative customs fees incurred by Wellora will be deducted from any eligible product refund. Original shipping fees are non-refundable.

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## 7. REFUND PROCESSING & TIMELINES

1. **Inspection:** Once your returned item arrives at our Toronto facility, our Quality Assurance team will inspect it within **3 to 5 business days**.
2. **Approval Notification:** You will receive an email confirmation regarding the approval or rejection of your refund.
3. **Refund Disbursement:** Upon approval, your refund will be processed back to your original payment method (Credit Card, PayPal, Apple Pay, etc.).
4. **Bank Processing Time:** Please allow **5 to 10 business days** for the credit to appear on your bank or credit card statement.

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## 8. ORDER CANCELLATIONS & MODIFICATIONS

Orders are processed rapidly to ensure fast delivery. If you wish to modify or cancel an order, please contact us immediately at **1-879-586-3239** or **Info@wellora.ca**.

- **Before Dispatch:** If your order has not yet been processed or shipped, we will cancel it and issue a 100% full refund.
- **After Dispatch:** If your order has already shipped, it cannot be canceled in transit. You must accept delivery and follow our standard 30-day return procedure for unopened items.

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## 9. CONTACT INFORMATION

If you have any questions or need assistance with a return, please contact our support team:

- **Store Name:** Wellora
- **Website:** [wellora.ca](https://wellora.ca)
- **Email:** Info@wellora.ca
- **Phone:** 1-879-586-3239
- **Address:** 79 King Street W 47th Floor, Toronto, Ontario, Canada
- **Customer Support Hours:** Monday – Friday, 9:00 AM – 5:00 PM (EST)