Refund policy

Returns, Refunds & Cancellations Policy

Last Updated: 21/07/2026
Seller: Sellfix Solutions Ltd trading as Women’s Wellness Direct
Company No: 15489469
Registered in: England and Wales
Registered Office: 128 City Road, London, United Kingdom, EC1V 2NX
VAT Registration No: GB503577301
Support Hours: Monday to Friday, 9am to 5pm UK time
Support Email: hello@womenswellnessdirect.com

Return and Cancellation Requests: To request a return, refund or cancellation, please email hello@womenswellnessdirect.com with your order number and the reason for your request.

Urgent Order Cancellations: Cancellation requests must be emailed within one hour of placing the order. Please email hello@womenswellnessdirect.com with your order number and the subject line “Urgent Cancellation Request”. After one hour, we cannot guarantee that warehouse processing or dispatch can be stopped.

Do not send products to our registered office. Our returns location may differ depending on where your order was fulfilled. You must contact us before returning an item so that we can provide the correct return instructions and authorised return address.

1. Our 90 Day Money Back Guarantee

We want you to shop with confidence. In addition to any statutory rights that may apply, we voluntarily offer a 90 day money back guarantee for unopened products.

Eligibility: The product must be unopened, unused, fully sealed and in its original packaging.
Timeframe: You must contact us within 90 days of delivery.
UK and US Orders: This goodwill guarantee applies to eligible customers in both the United Kingdom and the United States.
Return Shipping: Unless the product is faulty, damaged, incorrect or not as described, the customer is responsible for paying the return shipping cost.
Tracked Returns: We strongly recommend using a tracked postal service. We cannot issue a refund for a return that does not reach the authorised returns location.
How to Claim: Email hello@womenswellnessdirect.com with your order number and, where requested, a photograph showing that the product remains sealed.

This 90 day guarantee is a goodwill promise for eligible sealed products. It does not replace or limit your statutory rights where goods are faulty, damaged, incorrect or not as described.

2. Opened Supplements, Skincare and Hygiene-Sensitive Products

For health protection and hygiene reasons, we cannot normally accept change-of-mind returns for sealed supplements, ingestible products, skincare products, cosmetics or personal-care products once the relevant seal has been broken, removed or tampered with.

For UK customers, the right to cancel may not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons where those goods have been unsealed after delivery.

Examples may include:

Opened supplement bottles, containers, sachets or pouches
Opened ingestible powders, gummies, capsules, tablets or liquids
Opened skincare or personal-care products where hygiene or contamination concerns apply
Products with a broken, removed or tampered safety seal

If you open a sealed consumable or hygiene-sensitive product, it may no longer be eligible for a change-of-mind return.

This restriction does not affect your rights if the item is faulty, damaged, incorrect, unsafe or not as described.

3. Wellness Devices and Electrical Products

If we sell wellness devices, electrical products or reusable beauty devices, the return conditions may depend on the type of product and how it has been handled.

Products returned under our 90 day goodwill guarantee must be unopened, unused, sealed and in their original packaging.
UK statutory cancellation rights may allow a customer to inspect certain goods in the same way they reasonably could in a shop.
We may reduce a refund where handling has gone beyond what was reasonably necessary to inspect the product and has reduced its value.
Where a product contains sealed hygiene-sensitive attachments or components intended to contact the body, those components may not be returnable once unsealed where permitted by law.
Faulty devices remain covered by applicable statutory consumer rights and any product warranty offered.

4. UK Statutory Right to Cancel an Online Order

If you are a UK consumer, you generally have the right to cancel an eligible online order within 14 days of receiving the goods.

Cancellation Period: You must tell us that you wish to cancel within 14 days beginning on the day after delivery.
Orders Delivered Separately: If an order is delivered in separate parcels, the cancellation period begins on the day after the final item is delivered.
How to Cancel: Email hello@womenswellnessdirect.com with your order number and the subject line “Cancellation Request”.
Returning the Goods: You must send the eligible goods back within 14 days of telling us that you wish to cancel.
Return Address: We will provide the correct authorised return address after receiving your request. Do not return products to our registered office.
Return Shipping: Unless the product is faulty, damaged, incorrect or not as described, you are responsible for the direct cost of returning the goods.
Product Condition: You are responsible for taking reasonable care of the goods while they are in your possession.
Reduced Value: We may make a reasonable deduction if the value of a return has been reduced because it was handled more than was reasonably necessary to inspect it.
Original Delivery Cost: Where required by law, we will refund the cost of our standard delivery option. We do not have to refund any additional amount paid for express, premium or upgraded delivery.

The statutory cancellation right may not apply to sealed goods that are unsuitable for return due to health protection or hygiene reasons once unsealed after delivery.

This section does not affect your rights where goods are faulty, damaged, unsafe, incorrect or not as described.

5. United States Customers

US customers may return eligible unopened products under our 90 day money back guarantee, subject to the conditions in this policy.

The product must be unopened, unused, sealed and in its original packaging.
You must contact us within 90 days of delivery.
Unless the product is faulty, damaged, incorrect or not as described, the customer is responsible for return shipping.
Returns must be sent only to the authorised return address provided by our customer support team.
Depending on stock location and fulfilment arrangements, a US order may be returned to a US or UK returns location.

Nothing in this policy limits any non-waivable rights or remedies available under applicable US federal or state law.

6. Delivery Disputes and Items Not Received

We use tracked delivery services wherever available. If you believe that an order has not been received, please contact us promptly so that we can investigate with the carrier.

Reporting Period: Please report a missing parcel within 7 days of the date shown as delivered. Reporting quickly helps us obtain delivery records and open a carrier investigation.
Delivery Evidence: We may review tracking records, delivery photographs, GPS information, delivery scans, building access records and information provided by the carrier.
Delivered Status: A carrier’s delivered scan, photograph or GPS record will be treated as relevant evidence, but we will assess the available evidence and circumstances of the claim.
Safe Place Instructions: If you expressly instruct a carrier to leave a parcel in a particular safe place or with a nominated neighbour, we will take that instruction into account when reviewing any later loss claim.
Customer Cooperation: We may ask you to check with household members, neighbours, reception areas, parcel lockers or other locations shown in the delivery record.

Nothing in this section removes any statutory rights that apply to the delivery of goods.

7. Bundles, Multi Buys and Promotions

If you return only part of a bundle, multi buy or promotional offer, the refund may be recalculated to reflect the products that you keep.

For example, where an offer provides a discount for buying three products:

The original bundle or multi buy discount may no longer apply.
The products you keep may be recalculated at their applicable individual selling price.
Your refund will be based on the amount paid minus the applicable price of the products retained.

Free Gifts: If a free gift was included because your order met a promotional condition, the gift must normally be returned unopened with the qualifying products. If the gift is not returned, we may deduct its stated retail value from the refund where permitted by law and clearly disclosed as part of the promotion.

8. Damaged, Faulty, Incorrect or Misdescribed Items

If your order arrives damaged, faulty, incorrect or not as described, please contact us as soon as reasonably possible.

Reporting: Email hello@womenswellnessdirect.com with your order number, details of the problem and clear photographs where appropriate.
Packaging: Please retain the product, outer packaging, shipping label and any damaged packaging until we confirm whether they are needed.
Resolution: Depending on the circumstances and your applicable rights, we may offer a replacement, refund, repair or another appropriate remedy.
Return Costs: Where goods are confirmed as faulty, damaged, incorrect or not as described, we will cover reasonable authorised return costs where required.
Missing Items: For missing-item claims, we may request photographs or a short video of the parcel and packaging so that we can compare the claim with warehouse and shipment records.

Asking customers to report visible damage within 48 hours helps us investigate with the carrier, but this request does not remove or reduce any statutory rights.

9. Adverse Reactions

If you believe that you have experienced an adverse reaction to a product:

Stop using the product.
Seek appropriate medical advice, particularly if symptoms are serious or persistent.
Email hello@womenswellnessdirect.com with your order number, product details, batch information where available and a description of the reaction.
Keep the product, packaging and remaining contents while we investigate.

We may ask for the remaining product to be returned for batch verification, quality investigation or reporting to the manufacturer. Where an authorised return is required for an adverse-event investigation, we will provide appropriate return instructions.

A sensitivity, allergy or personal intolerance to a correctly labelled ingredient does not automatically mean that the product is defective. This does not affect any rights that may apply if the product was unsafe, incorrectly labelled, contaminated, faulty or not as described.

10. Refused Deliveries, Incorrect Addresses and Uncollected Parcels

If a parcel is returned because it was refused, not collected, or the delivery address supplied by the customer was incorrect or incomplete, we will contact you after the parcel has been received and processed by the relevant returns location.

United Kingdom: Where permitted by law, a fixed return-to-sender charge of £2.99 may be deducted from the refund.
United States: Where permitted by law, a fixed return-to-sender charge of US$3.99 may be deducted from the refund.
The original express, premium or upgraded shipping charge may not be refundable, except where required by law.
No return-to-sender deduction will apply where the return resulted from our error, an incorrect item supplied by us, or a confirmed carrier failure for which the customer was not responsible.

These charges contribute towards the processing and carrier costs incurred when an undeliverable or uncollected parcel is returned.

11. Subscription Orders

Where a product was purchased through a subscription, the same return conditions apply:

The product must be unopened, unused and sealed to qualify under our 90 day goodwill guarantee.
Returns must be requested within 90 days of delivery.
Cancellation of a subscription prevents eligible future renewals but does not automatically cancel an order that has already been processed, fulfilled or dispatched.
Once an order has been processed or shipped, the relevant cancellation and return conditions in this policy will apply.
Any additional subscription terms, renewal dates and cancellation instructions will be disclosed when the subscription service is offered.

12. Accidental Orders and Cancellations Before Dispatch

If you placed an order accidentally or need to change or cancel it, you must email hello@womenswellnessdirect.com within one hour of placing the order.

Please include your order number and use the subject line “Urgent Cancellation Request”.

Requests received within one hour: We will make every reasonable effort to stop the order before it is transferred to or processed by our fulfilment warehouse.
Requests received after one hour: Orders are normally transferred automatically to our fulfilment warehouse after this period. Once processing has begun, we cannot guarantee that the order can be changed, cancelled or recalled before dispatch.
Already processed or dispatched: If we cannot stop the shipment, you may need to receive the order and request a return in accordance with the applicable conditions of this policy.

Sending a cancellation request does not mean that the order has been cancelled. Cancellation is confirmed only when we send you written confirmation or your order status shows that it has been cancelled.

The one-hour period is our operational deadline for attempting to stop warehouse processing. It does not remove any statutory cancellation or return rights that may apply.

13. Refund Processing

Original Payment Method: Refunds are normally issued to the original payment method used for the purchase.
Inspection: Returns may be inspected to confirm their condition, eligibility and contents.
Goodwill Returns: We aim to process eligible refunds within 3 business days after the authorised return has been received and inspected.
UK Statutory Cancellations: Where UK cancellation rights apply, refunds will be processed within the legally required timeframe. We may wait until we have received the returned goods or evidence that they have been sent back, where permitted.
Bank Processing: After we issue a refund, your bank, card issuer or payment provider may require additional time to display the funds in your account.
Currency: Refunds are issued in the original transaction currency. Exchange-rate differences or foreign transaction fees charged by a bank or payment provider are outside our control.

14. How to Request a Return or Cancellation

Email hello@womenswellnessdirect.com and include:

Your full name
Your order number
The product you wish to return or cancel
The reason for the request
Photographs or supporting information where relevant

We will review your request and provide the correct return instructions and authorised return address.

Do not send returns to our registered office or to an address found on a parcel without first contacting us. Unauthorised returns may be delayed, refused or sent to a location that cannot process customer returns.

This policy does not exclude, restrict or replace any consumer rights that cannot lawfully be excluded.