No refunds, credit or replacements are offered if you have changed your mind about the product, make an incorrect choice, or failed to verify and accurately provide information when placing an Order.
Dead On Arrival Products - "DOA"
A product is considered DOA if it shows symptoms of a failure, or is discovered to be broken when first taken from its packaging.
A Wellness Customer Service member will provisionally determine whether the Product is DOA. Where a Product is provisionally determined as DOA we will arrange to replace the Product.
Refunds will only be offered where a replacement Product can not be provided.
Where Wellness has provisionally determined that a Product is DOA, return shipping will be arranged at the expense of DealsDirect.
If the Product is deemed by Customer Services NOT to be DOA, Wellness may in its absolute discretion refuse to replace the Product or offer you a refund for the Product.
When a Product is replaced, your replacement Product becomes your property and the returned DOA Product becomes our property.
When a refund is given, the returned DOA Product becomes our property.
Wellness reserves the right to test any returned DOA Product. If the condition of the Product was misrepresented to us by the customer, Wellness will impose a $35 handling and administration fee.
Product Problems After Delivery
If your item arrives DOA (Dead On Arrival) or you find a defect arises after delivery and a valid claim is received by Customer Service within 30 days of delivery, Wellness will exchange the Product where possible, or refund you the purchase price of the Product. Should you contact us outside the 30 day period customer service management will consider each claim on a case by case basis on its merits.
Where we agree to replace the Product or refund you the purchase price of the Product, you must first return the defective Product to us. You will be obliged to pay for the return of the Product if the item is sent after 30 days from dispatch.
We will make arrangements with you for the return of the Product.
The delivery time for replacing the Product will be the same as stated for the original Product.
Replacement Products are provided with the same Warranty as the returned Product.
Return Authorisation Number - A Must Have
A Return Authorisation Number (RAN) is required for both replacement Products and refunds.
Where Customer Service has provisionally determined that a Product is DOA, Customer Service will issue you with a RAN. Products can not be returned without a RAN. The Product should be returned to Wellness within 30 calendar days of the issuance of the RAN. All Products must be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that shipped with the Product.
Organising the Return of DOA Products
DOA Products must be returned whenever we agree to replace the Product or provide you with a refund.
Where you received a DOA Product by Australia Post eParcel, Customer Service will email you a PDF docket containing a RAN which you must affix to the Product. You must then leave the Product at any Australia Post Office.
When a Replacement Product is arranged:
- A replacement for the same Product that you ordered will be shipped to you at our expense after we have received your returned DOA Product.
- The delivery time for the replacement Product will be the same as stated for the original DOA Product.
- Replacement Products are provided with the same Limited Warranty as the DOA Product.
When a Refund is arranged:
- Refunds include all shipping and associated costs for the DOA Product.
- No refund will be given to you until Wellness has received the DOA Product from you.
- Refunds will be issued by credit card, cheque or a credit to "Your Account" with Wellness. Where a credit is organised for "Your Account" you have the option of cashing-out "Your Account" at any time.
Some Products - Manufacturer Only Warranty
Some Products sold through Wellness are serviced and supported exclusively by their manufacturer in accordance the warranty information provided on the listing.
For items advertised and sold with manufacturer’s warranty, we would ask you to contact the manufacturer or supplier in the first instance for replacement or repair under the warranty terms. If the manufacturer is unable to comply, Wellness will replace the item or issue a refund of your purchase price for that item.