Refund policy

Wellio Return and Refund Policy

At Wellio, we are committed to providing quality products and a fair return process. This policy applies to all purchases made on www.wellio.co.nz.

For any return inquiries, please reach out to us at return@wellio.co.nz with your order number and details about your purchase.

Consumer Protection & Guarantees

In New Zealand, the Consumer Guarantees Act 1993 (CGA) provides you with certain rights as a consumer, including guarantees that:

  • Products are of an acceptable quality.

  • Products are suitable for the purpose provided.

  • Products match the descriptions on our site.

In addition to your rights under the CGA, Wellio allows a 14-day change-of-mind return or exchange for eligible items.

Change of Mind Returns

If you wish to return a product simply because you’ve changed your mind, please ensure:

  • The item is returned within 14 days of your purchase date.

  • You have the original receipt or proof of purchase.

  • The item remains unopened, unused, and in its original packaging.

  • The item is undamaged.

Note: Certain product types are excluded from change-of-mind returns due to hygiene, safety, and regulatory reasons, including:

  • Medicines, such as Pharmacy Only, Pharmacist Only, and Prescription products

  • Cosmetic items

  • Clearance or short-dated items

  • Medical devices, including Rapid Antigen Tests (RATs)

  • Intimate or personal care products

If you’re unsure whether your item qualifies for a return, contact us for clarification.

Incorrect Items

If you’ve received a product that doesn’t match your order, please let us know, and we’ll arrange for a replacement (if available) or issue a refund. In some cases, we may ask for the item to be returned to complete the process.

Damaged Items

If an item arrives damaged, we are happy to replace or refund it. Please contact us with proof of damage (such as photos) and details, as we may need the item returned for inspection.

Refunds

Once we receive and inspect your return, we will notify you regarding your refund status. If approved, refunds will be processed to your original payment method within 10 business days. Your bank or credit card provider may require additional time to post the refund.

For further questions or assistance, please contact return@wellio.co.nz.