Refund policy
Thank you for shopping with Nuwellus. We are committed to providing a seamless and supportive experience. If for any reason you are not fully satisfied with your purchase, we offer a clear return, refund, and exchange process to give you peace of mind.
30-Day Return & Exchange Policy
▹ Return Window: 30 days from the date of delivery
▹ Eligibility: Items must be unused, unworn, unwashed, in original packaging, with all tags and accessories included
▹ Return Method: By mail only
▹ Return Label: Free pre-paid printable return label provided by Nuwellus
▹ Return Costs: No cost to the customer
▹ Restocking Fees: None
▹ Refund Processing Time: Refunds are processed within 7 business days of us receiving and approving your return
▹ Exchanges: Accepted within 30 days for eligible items
Returns without prior authorisation cannot be accepted.
How to Return or Exchange an Item
To start a return or exchange, please email us at help@nuwellus.com with the following:
▹ Order number
▹ Name on the order
▹ Reason for return or exchange (include photos if the item is damaged or defective)
Once your request is approved, we will send you:
▹ A Return Authorisation number
▹ Packing instructions
▹ A free pre-paid return label to download and print
Exchanges
▹ Accepted within 30 days of delivery for eligible items
▹ You may exchange for a different size, colour, or a different product of equal value
▹ Once we receive and inspect your return, your replacement will be shipped free of charge
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect:
▹ Contact us at help@nuwellus.com within 7 days of delivery
▹ Include your order number and photos
We will arrange a free return and offer either a replacement or a full refund, whichever you prefer.
Non-Returnable Items
The following items cannot be returned or exchanged:
▹ Personalised, customised, or made-to-order products
▹ Items removed from sealed packaging for hygiene reasons (e.g., underwear, socks)
▹ Any item clearly marked as “non-returnable” on the product page
Order Cancellations
▹ Orders may be cancelled within 24 hours of purchase, provided they have not been processed or shipped
▹ Once shipped, cancellations are no longer possible, but you may return your order under this policy
Refund Process
▹ Processing Time: Refunds are issued within 7 business days of us receiving and approving your return
▹ Method: Refunds are always sent back to your original payment method
▹ Currency: All refunds are processed in GBP (£)
▹ Delayed Refunds: If you have not received your refund within 5 working days of confirmation, check with your bank or card provider first. If the issue persists, contact us at help@nuwellus.com
Return Address
All approved returns should be sent to:
Nuwellus
225 Green Street
London, E7 8LL
United Kingdom
Quick FAQ
▹ What is the return period?
30 days from delivery.
▹ When will I receive my refund?
Within 7 business days of us approving your return.
▹ Do I have to pay for return shipping?
No. All eligible returns and exchanges come with a free pre-paid return label.
▹ Can I exchange an item?
Yes. Exchanges are accepted within 30 days for eligible products.
▹ What if my order is damaged or incorrect?
Contact us within 7 days and we will arrange a free return plus a replacement or refund.
▹ What if my package is lost?
If your order does not arrive, we will confirm with the courier and either send a replacement or issue a refund.
Contact Information
For any questions regarding refunds, returns, or exchanges, please contact us:
▹ Email: help@nuwellus.com
▹ Phone: +44 808 160 9559
▹ Address: 225 Green Street, London, E7 8LL, United Kingdom
Support Hours (GMT – London):
▹ Monday to Friday: 9:00am – 5:00pm
▹ Saturday and Sunday: 10:00am – 2:00pm
We aim to respond to all enquiries within 24 hours.
For more support, please visit our Contact Us page.