Refund policy
Shipping & Delivery
How are orders shipped?
All orders are shipped via Australia Post Express from our Brisbane warehouse. We offer free delivery on all orders.
What is the estimated delivery timeframe?
We aim to dispatch all orders within 2 working days. Estimated delivery for metro areas is 1-3 business days, and remote areas may take 3-7 business days. Since our warehouse is based in Brisbane, deliveries within Brisbane can be made the next business day.
Can I pick up my product?
If you're based in Brisbane, please email us at admin@wellsaustralia.com.au, and we can arrange a pick-up for you.
Do I need to sign for my delivery?
Yes, all deliveries will require a signature. We recommend being present at the shipping address on the delivery day. If you're not at home, the courier may leave a note or deliver the package to a local depot. To stay updated, keep an eye on your tracking number.
Do you offer international shipping?
Currently, we do not offer international shipping. However, please email us at admin@wellsaustralia.com.au if you're interested in international delivery, as we’re considering expanding our services soon.
Can I cancel my order?
Unfortunately, we are unable to cancel or amend orders once they’ve been placed due to the automated fulfillment process that triggers multiple actions in the shipping system.
How long does it take to process my order?
Once your order is placed, it is immediately transmitted to our shipping team. Your product is then carefully packed and ready for dispatch. We aim to dispatch all orders within 2 working days.
Returns & Refunds
What is your return policy?
We want you to be satisfied with your purchase. If you need to return an item, you have 14 days from the delivery date to request a return. If the item is faulty or not what you ordered, we are happy to assist. Please send a photo or video of the item showing any damage or issues to admin@wellsaustralia.com.au for support.
Can I return a used product?
For health and safety reasons, we are unable to accept returns for used products. Our team will inspect the returned product, and if deemed used, we will not process a refund and the return will be marked as a breach of our health and safety policy.
How do I return my product?
The product must be unopened, unused, and in its original packaging. To initiate a return, email admin@wellsaustralia.com.au with your order number and the email address used for the order. Please note that shipping costs are non-refundable, and you are responsible for return shipping. Returns outside of the 14-day window may be refused.
Warranty
Do you offer a product warranty?
Yes, all our products come with a 12-month manufacturer’s return-to-base warranty covering all parts and labor. A return-to-base warranty means you will need to cover the cost of returning the product to us.
My product has a manufacturing defect?
If you believe your product has a manufacturing defect, please notify us within 14 days of delivery.
For any noticeable issues, take a photo or video of the defect and email it to admin@wellsaustralia.com.au for assistance.
Can you repair my product?
If your product is outside the warranty period and requires repair, we can offer a repair service depending on the issue. Contact us at admin@wellsaustralia.com.au with photos or videos of the problem, and we will provide a quote for the repair cost and shipping.