CUSTOMER INFORMATION
Returns & Refunds
We want every order to arrive correctly and in good condition. The information below explains what to do if you need to cancel an order, report an issue or request a return.
Last updated: 9 October 2026
1. Order cancellations
Contact us as soon as possible if you need to change or cancel an order. We will try to accommodate requests before dispatch.
Where an order is a qualifying consumer distance sale, the usual statutory right to cancel is 14 days from receiving the goods, subject to any applicable legal exceptions. You can tell us clearly that you wish to cancel; you do not need to give a reason.
2. Medicines, injectable products & sealed goods
For safety, traceability and storage reasons, certain products may not be suitable for resale after dispatch. In particular, where sealed goods are unsuitable for return for health protection or hygiene reasons, the statutory change-of-mind cancellation right may cease once they are unsealed after delivery.
Other product-specific legal exceptions may apply. We will assess each request in light of the product and your applicable legal rights. Please do not post medicines, needles or temperature-sensitive products back without receiving instructions from us.
3. Damaged, faulty or incorrect items
If your delivery is damaged, incorrect or appears faulty, please contact us promptly and include your order number, a description of the issue and photographs if possible. Retain the product and packaging until we provide instructions.
Your statutory rights for faulty, misdescribed or non-conforming goods are not affected by this policy. Where we are responsible, we will arrange an appropriate remedy, which may include a refund, replacement or other remedy required by law.
4. How to request a return
- Contact Wellness Atera through the contact details provided in your order confirmation or on our website.
- Quote your order number and tell us which item is affected and why.
- Wait for return instructions, including the correct destination and any special packaging requirements.
Do not return products to an address shown on a shipping label unless we have confirmed it is the correct returns address.
5. Return postage & refunds
For an eligible change-of-mind consumer return, the customer may need to pay the direct return postage cost where disclosed before purchase. We will cover reasonable return costs where required by law because goods are faulty, damaged or incorrect.
Where the legal consumer cancellation right applies, refunds will be processed within the applicable statutory deadlines, generally no later than 14 days after receiving returned goods or evidence that they were sent back, as applicable. Refunds are normally made to the original payment method. Any standard outbound delivery refund required by law will be included.
6. Professional and business orders
Orders placed wholly for business or professional purposes do not automatically receive the consumer 14-day change-of-mind cancellation right. Returns of correctly supplied business orders are subject to any terms agreed at purchase. This does not remove applicable rights concerning faulty or incorrectly supplied goods.
7. Questions?
Please get in touch using the contact details in your order confirmation or on our website before sending products back. We will review your request and explain the next steps.