At Ultrawellness, your satisfaction is our top priority. This policy explains how returns and refunds work for situations like faulty, damaged, or incorrect items, change of mind returns outside your trial window, lost or undelivered orders, and your rights under Australian Consumer Law.
If your question is about trying a product out or a manufacturing fault covered under warranty, those are covered by our separate Risk-Free Trial & Warranty Policy see the summary below, then head there for the full terms.
😴 Your 90-Night Trial & 1-Year Warranty
Every order comes with a 90-Night Risk-Free Trial, and some select eligible products also carry a 1-Year Warranty against manufacturing faults. To check whether your product is eligible, please visit our Risk-Free Trial & Warranty Policy page.
These two entitlements have their own eligibility rules, timelines, and claim steps, so rather than repeat them here, full details regarding how to claim, and what's covered lives on our Risk-Free Trial & Warranty Policy page. Everything below relates to situations that policy doesn't cover.
📦 Damaged, Faulty, or Incorrect Items
If your order arrives damaged, develops a fault unrelated to normal wear and tear, or we've sent you the wrong item, we'll make it right.
- Email support@ultrawellnessstore.com.au within 7 days of delivery with your order number and photos (or a short video) of the issue.
- Once approved, you can choose between a full refund or a free replacement whichever you prefer.
- We cover the cost of return shipping for damaged, faulty, or incorrect items. You won't be out of pocket.
If a fault appears later and you're within your 90-night trial or, for eligible products, your 1-year warranty window, your claim is handled under the Risk-Free Trial & Warranty Policy instead.
🔁 Change of Mind (Outside Your Trial Window)
We don't offer refunds for change of mind once your 90-night risk-free trial has ended (for example, if you simply change your mind about size or appearance after that window closes).
Where there's no fault with the product, we may still offer an exchange or store credit if the item is:
- Unused and in its original packaging
- In clean, resalable condition
- Accompanied by proof of purchase (e.g. order number or confirmation email)
This is offered at our discretion and doesn't affect your rights under the Australian Consumer Law (see below).
✅ Return Eligibility
To be eligible for any return covered by this policy:
- The item must be in clean, good condition (original packaging preferred), unless it arrived faulty, damaged, or incorrect.
- You must provide proof of purchase, such as your order number or confirmation email.
- We can't accept returns for heavily used, damaged, or unsanitary items unless they arrived that way.
📮 How to Return an Item
- Email us. Contact support@ultrawellnessstore.com.au with your order number and the reason for your return.
- Wait to hear back. Our team will confirm your return is approved and send you instructions, please don't post anything back before this step.
- Pack it up. Make sure the product is safely packed to avoid damage in transit.
- Ship it back. There's no restocking fee, and for damaged, faulty, incorrect, or trial/warranty returns, we cover the return shipping cost.
- Get refunded or replaced. Once we receive and inspect your return, we'll process your refund to your original payment method (or send your replacement) within 3 to 5 business days. Bank processing times may add a little extra.
🚚 Lost, Stolen, or Undelivered Orders
If your order never arrives, contact us and we'll arrange a refund or replacement once we've confirmed it with the carrier.
If your order shows as delivered but you didn't receive it, let us know as soon as possible, we'll look into it with the carrier and, where appropriate, offer a refund or replacement at our discretion.
❗ One Resolution Per Claim
Each issue is resolved once. If we've already given you a refund, replacement, or store credit for a problem, we're unable to offer a further refund or replacement for that same issue.
This policy, the 90-night trial, and the 1-year warranty are separate entitlements that don't overlap or stack, using one doesn't extend or restart another. For details on how 90-night trial, and the 1-year warranty interact with each other, see our Risk-Free Trial & Warranty Policy.
⚖️ Your Rights Under Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded under the ACL.
If there's a problem that isn't a major failure: you can ask us to remedy it, and we may choose to repair, replace, or refund the item. If we don't remedy the problem within a reasonable time, you may arrange your own repair and recover reasonable costs from us, or reject the item.
If there's a major failure: you can choose between a refund or a replacement. A major failure includes situations where, for example, a reasonable person wouldn't have bought the item knowing about the problem, the item is significantly different from how it was described, the item is unsafe, or the item can't easily be made fit for its normal purpose within a reasonable time.
Rejecting an item: if you wish to reject an item because of a major failure, or because we haven't remedied a non-major problem within a reasonable time, let us know as soon as you reasonably become aware of the issue. We'll allow a minimum of 30 days for you to do this, though your rights under the ACL aren't limited to that period.
You're also entitled to compensation for any other reasonably foreseeable loss or damage resulting from a failure to meet a consumer guarantee.
📧 Need Help?
Our support team is here to help with any return, refund, or order issue.
Email: support@ultrawellnessstore.com.au Customer Support Hours:
Monday – Friday: 9am – 5pm (AEST)
Saturday – Sunday: 10am – 2pm (AEST)
We aim to respond to all enquiries within 1–2 business days.