Refund policy

At Welloraa, we want every order to reach you safely and in the condition expected. Because many of our products fall under the personal wellness and hygiene category, certain products cannot be returned once opened, used, or unsealed.

Please read this policy before placing your order.

1. Return Eligibility

A return request may be considered if:

• You received the wrong product
• The product arrived damaged
• The product has a manufacturing defect
• The product received is materially different from what you ordered
• An eligible unused product needs to be returned under an applicable return option

To be eligible, the product should generally be:

• Unused
• Unwashed
• In its original condition
• In its original packaging
• With seals, tags, accessories and included items intact

2. Personal Wellness & Hygiene Products

For hygiene and customer-safety reasons, certain intimate or personal-use products are generally not eligible for return or exchange after the packaging or hygiene seal has been opened, except where applicable law requires otherwise.

This may include intimate wellness products and other items intended for personal or intimate use.

Please inspect the package and product carefully before opening or using it.

If you receive a damaged, defective, or incorrect item, contact us promptly so we can review the issue.

3. Unboxing Video for Damaged, Missing or Wrong Items

We strongly recommend recording a clear, continuous unboxing video when opening your parcel.

For claims involving:

• Damaged products
• Wrong products
• Missing products or components
• Empty or tampered packages

we may request photographs, an unboxing video, packaging images, shipping-label details, or other reasonable evidence to verify the issue.

The video should ideally show the sealed parcel and the complete opening process without cuts or edits.

4. How to Request a Return

To request an eligible return or report an order issue, contact:

wellraacustomer@gmail.com

Please provide:

• Your name
• Order number
• Registered phone number or email
• Reason for the request
• Clear photographs of the product and packaging
• Unboxing video where relevant

Our team will review the request and provide further instructions if the return or claim is approved.

Please do not send a product back without receiving return instructions from Welloraa.

5. Damaged or Defective Products

If your product arrives damaged or appears to have a manufacturing defect, contact us as soon as reasonably possible after delivery.

After reviewing the information and evidence provided, we may offer an appropriate resolution depending on the circumstances, such as:

• Replacement
• Exchange
• Refund
• Another suitable resolution

The available resolution may depend on product availability, the nature of the issue, and applicable requirements.

6. Wrong Product Received

If we send a product different from the item you ordered, please contact our customer support team with your order details and appropriate photo/video evidence.

Once verified, we will provide instructions for the applicable replacement, return, or refund process.

7. Change of Mind

Due to the nature of personal wellness and hygiene products, we generally cannot accept returns simply because:

• You changed your mind
• You no longer want the product
• You ordered an incorrect size or variant
• You do not like the product after opening or using it

Please check the product description, size, specifications, and selected variant carefully before completing your purchase.

Any rights available under applicable law remain unaffected.

8. Return Inspection

Where a physical return is approved, the returned product may be inspected after it reaches us.

We may check:

• Product condition
• Original packaging
• Hygiene seals
• Tags and labels
• Accessories
• Signs of use, damage, or alteration

A return may be declined if an item does not meet the applicable return conditions, subject to applicable law.

9. Refunds

If a refund is approved, it will generally be processed through an appropriate available method.

For prepaid orders, refunds may be returned through the original payment method where supported.

For COD orders, we may request suitable payment or bank details to process an approved refund.

The time required for the amount to appear after processing may depend on the bank, payment provider, or payment method.

10. Order Cancellation

If you wish to cancel an order, contact us as soon as possible.

We will try to accommodate the request if the order has not already entered processing, packing, or shipping.

Once an order has been shipped or handed over for delivery, cancellation may no longer be possible.

11. Refused & Undelivered COD Orders

Customers are requested to provide accurate contact and delivery information when placing an order.

Repeated refusal of confirmed COD orders or intentional misuse of Cash on Delivery may result in COD availability being restricted for future orders.

We may also contact customers to verify certain COD orders before dispatch.

12. Return Shipping

Where a return is accepted because Welloraa sent an incorrect, verified damaged, or verified defective product, return-shipping arrangements will be communicated by our support team.

For other eligible returns, return-shipping responsibility or charges may depend on the reason for the return and the circumstances of the order.

Do not courier a product independently before receiving return instructions from us.

13. Items That Cannot Normally Be Returned

Subject to applicable consumer rights, returns may not be accepted for:

• Opened personal wellness or intimate-use products
• Used products
• Products with broken hygiene seals
• Products damaged after delivery due to misuse
• Products missing original components or accessories
• Items returned without authorization where authorization is required
• Products that cannot be resold for hygiene or safety reasons