Shipping policy
This refund policy is provided as guidance for users partnering with Wellness at Home Shop.
Please carefully review the following policies:
THIS COMPANY IS BASED IN THE UNITED STATES AND DEALS SOLELY WITH US-BASED USERS.
ALL DISPUTES MUST BE INITIATED THROUGH WELLNESS AT HOME SHOP. FAILURE TO DO SO MAY RESULT IN PERMANENT ACCOUNT SUSPENSION.
We strive to provide a swift resolution to disputes and appreciate your cooperation in providing the following:
a. Photos or videos demonstrating any damage to the item. If photos are insufficient to prove damage, please provide a video.
b. Screenshots of any relevant emails or dispute notifications, including sender name, date, and content, indicating the customer's complaint (whether through PayPal Dispute or another gateway, email, etc.).
c. In cases where our Dispute Team requests a return, the products must be returned to Wellness at Home Shop.
Except for circumstances requiring critical interpretation, Wellness at Home Shop will issue a refund, resend, or accept the return in the following cases:
If Your Order(s) are Delayed
Orders can experience delays in transit, pending status, or lack of tracking information, with expiration occurring 45 days after departure from the Wellness at Home Shop warehouse. Certain special shipping methods may not be eligible for dispute resolution by Wellness at Home Shop (refer to the following important interpretation).
Notes:
In some cases, orders may arrive at the nearest post office to the buyer but remain pending due to reasons such as insufficient address, unclaimed packages, or incorrect recipient information. Users are advised to contact their local post office for assistance in such situations.
Occasionally, local tracking numbers indicate delivery, but the end customer claims non-receipt of the package. In such instances, Wellness at Home Shop will diligently investigate the situation, though resolution may take time (1-2 months), and positive outcomes are not guaranteed.
If You Did Not Receive Your Order(s)
Ensuring your satisfaction is our top priority. Please take note of the following policies regarding orders and delivery in the given scenario:
Refund or Resend Policy: Regrettably, Wellness at Home Shop cannot process refunds or resend orders if the tracking information confirms delivery.
Non-Delivery Certification: Should your package fail to reach you, we require a non-delivery certification issued by the local United States Postal Service (USPS) office with an official seal for further assistance.
Tracking Information Alert: If your tracking information displays an alert, please review the following reasons:
Incorrect or insufficient address.
No such number.
Unknown recipient.
Refusal of delivery.
Failure to pick up within the designated time.
Lack of a safe delivery location.
Customs clearance issues.
Other reasons specified by the logistics company.
Delivery Attempts and Returns: Our local distributor will make 1-3 delivery attempts as per USPS guidelines. If the package remains unclaimed within the delivery period, it will be returned to the local USPS office for storage, typically within 3-7 days. Customers are required to collect the package within this timeframe. Failure to do so may result in the product being returned to our inventory. Please note that Wellness at Home Shop bears no responsibility for any losses incurred during the return process.
Return Service: If the logistics company offers a return service within the United States, the returned items will be handled accordingly. Please be aware that refunds will not be issued upon receipt of these items.
Unprocessed or Destroyed Orders: Unfortunately, refunds or resends cannot be provided for undelivered orders or packages destroyed by logistics companies if proper processing steps are not followed.
If the Product(s) You Received are Damaged
At Wellness at Home Shop, your satisfaction and the quality of your purchases are of utmost importance to us.
Full Refund or Replacement for Badly Damaged Packages: We offer a full refund or a replacement for packages that arrive in a badly damaged condition.
Partial Refund or Replacement for Partially Damaged Packages: For packages that arrive with partial damage (excluding minor issues like thread pulls, slight wrinkles, or small scratches), we offer a partial refund or a replacement.
Notes:
For fragile products, we highly recommend opting for a refund.
Please note that for damaged packaging boxes, Wellness at Home Shop cannot offer refunds or other after-sale services.
Claims and Disputes: For ordinary and electronic products, customers must report any damage or issues within 30 days of package delivery. This allows us to promptly address any concerns and ensure your satisfaction.
Service Products: In the case of service products, Wellness at Home Shop will refund you the cost of the product, based on the price in the US market. If you have availed yourself of our quality inspection service, we will handle any necessary refunds. However, if quality inspection service is not utilized, Wellness at Home Shop will not be held responsible for service products.
Missing or Wrong Product(s)
In the event of incorrect or missing items, we handle the situation as follows:
Incorrect Products: If you receive an incorrect product, Wellness at Home Shop offers a full refund or a replacement to rectify the error.
Products with Wrong Specifications: For products with incorrect color, size, or other specifications that do not affect their functionality, Wellness at Home Shop will issue a refund or resend the correct item upon receipt of a screenshot of your client's complaint, including their name, the details of the issue, and the date of the complaint.
Missing Parts: If parts are missing from a product but do not affect its functionality, Wellness at Home Shop may offer a partial refund or resend the missing part. If the missing parts significantly impact the product's functionality, we will resend the entire product.
Accessories: In the case of missing accessories, Wellness at Home Shop will promptly resend the necessary accessories to complete your order.
Notes:
If there is a size issue, we kindly request that you measure the product according to the correct method and provide us with a photo of the measurement. This will expedite the resolution process with our dispute team.
To Cancel Your Order(s)
At Wellness at Home Shop, we understand that circumstances may change, and you may need to cancel an order. Please review our cancellation policy in such scenarios:
Full Refund Before Processing: Wellness at Home Shop offers a full refund for orders canceled before the products are processed by our warehouses.
Exceptions:
POD Orders: Once payment is made, Print-on-Demand (POD) orders cannot be canceled as they are customized to your specifications.
Preorder Inventory Orders: After payment, preorder inventory orders cannot be canceled as these are special products exclusively reserved for you.
Disclaimers
Deadline for Opening Disputes:
Disputes cannot be opened if the order status is closed.
Furthermore, disputes cannot be resolved if the tracking information from a third party is untraceable.
Force Majeure Clause:
Wellness at Home Shop does not hold responsibility for any product damage or shipping delays caused by force majeure events, including but not limited to:
Epidemic situations
International situations
Strikes
Wars
Earthquakes
Floods
Viruses
Storms
Heavy snowfall
Customs inspections
However, Wellness at Home Shop will promptly notify you of any such occurrences via CJ Chat, Skype, Email, Line, WhatsApp, or other communication channels.
Disputes We Don’t Accept:
At Wellness at Home Shop, we prioritize fair and reasonable dispute resolutions. Please note that we shall not accept disputes deemed unreasonable, including but not limited to:
a. Personal Preference: Disputes based solely on the buyer's preference or taste.
b. Product Description Discrepancies: Disputes claiming the product description does not match the received item.
c. Unusual Smells: Disputes related to the product emitting an unusual smell, unless it indicates a defect or health hazard.
d. Incorrect Orders: Disputes arising from the buyer ordering the wrong items or SKU.
e. Incorrect Shipping Address: Disputes resulting from incorrectly provided shipping addresses.
f. Pre-negotiated Product Differences: Disputes where product differences were mutually agreed upon in advance.
g. Missing Tracking Information: Disputes arising from tracking information being deleted by logistics companies or local post offices.
h. Customs Clearance Issues: In cases where packages are returned, discarded, or detained due to the consignee's failure to comply with customs clearance requirements as per the foreign trade policies of certain countries.
At Wellness at Home Shop, we are committed to providing you with the best service possible. If you have any further questions or need assistance, please don't hesitate to contact us at info@wellnessathomeshop.com. Your satisfaction is our priority.