1. Order Cancellation

Customers may request cancellation of an order by contacting:

Email: info@iwellness.ae

• Orders may only be canceled prior to shipment confirmation.
• Once an order has been dispatched and is in transit, it cannot be canceled or recalled.
• If cancellation is approved before shipment, a full refund will be processed to the original payment method.

iWellness reserves the right to decline cancellation requests once fulfillment processing has commenced.

2. Return Eligibility Period

Customers may request a return within seven (7) calendar days from the date of delivery.

Requests submitted after this period shall not qualify for refund or exchange unless required under applicable UAE consumer protection legislation.

To be eligible for return:

• The product must be unused and in resalable condition.
• The product must remain in its original packaging.
• All accessories, manuals, and related materials must be included.
• Proof of purchase (order number or invoice) must be provided.

Returns that fail to meet these conditions may be rejected.

3. Return Authorization Procedure

1. Email info@iwellness.ae.
2. Provide your order number and a detailed reason for return.
3. Await written return authorization and shipping instructions.
4. Securely package the item in its original packaging prior to dispatch.

Returns submitted without prior written authorization may not be accepted.

4. Return Shipping Responsibility

Unless the product is confirmed to be defective, damaged upon delivery, or incorrectly supplied:

• The customer shall bear all return shipping costs.
• Original shipping fees are non-refundable.
• Approved refunds may have return shipping charges deducted where applicable.

iWellness will bear return shipping costs only in cases involving verified defects or fulfillment errors.

5. Refund Processing

Upon receipt of the returned item, it will undergo inspection to verify compliance with return conditions.

Customers will receive email notification confirming:

• Receipt of the returned item; and
• Approval or rejection of the refund request.

If approved:

• Refunds for card payments will be issued to the original payment method within a reasonable number of business days, subject to banking timelines.
• For Cash on Delivery (COD) orders, refunds will be transferred exclusively to the customer’s designated bank account.

Processing times may vary depending on financial institutions.

6. Exchanges

Exchanges are permitted only where products are confirmed to be:

• Defective; or
• Damaged at the time of delivery.

Replacement is limited strictly to the same product model and specifications.

7. Non-Returnable Items

The following are not eligible for return unless defective:

• Opened or used products.
• Products not in original condition.
• Items returned without original packaging.
• Products damaged due to misuse, negligence, or improper handling.

This policy does not limit statutory rights under UAE law.

8. Consumer Rights

Nothing in this policy limits or excludes rights granted to consumers under applicable laws of the United Arab Emirates.

9. Contact Information

For cancellation, return, or refund inquiries:

Email: info@iwellness.ae