Refund policy

Returns & Refund Policy

We hope you love your FindWell purchase. However, if something isn’t right, we’re here to help.

This policy applies to purchases made through the FindWell website and does not affect your statutory consumer rights.

Changing Your Mind

If you purchase an item online, you generally have the right to cancel your order within 14 days of receiving it, without giving a reason.

To exercise your right to cancel, please email liam@findwell.shop within 14 days of delivery and include:

Your name
Your order number
The item you wish to return
Your contact details

You do not need to provide a reason for cancelling.

Once you have notified us of your cancellation, the goods must be returned within a further 14 days.

Please contact us before arranging or sending any return. We will provide the appropriate return instructions and return location for your order.

Return Condition

You may inspect and handle an item as you reasonably would in a shop.

Please take reasonable care of the goods while they are in your possession. Where possible, items should be returned complete, with all parts, accessories and packaging supplied with the product.

For furniture, mirrors, lighting and other fragile items, we strongly recommend keeping the original packaging until you are satisfied with your purchase, as suitable packaging may be necessary to transport the goods safely.

If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, and this has reduced its value, we may be entitled to make an appropriate deduction from the refund.

Return Delivery Costs

For change-of-mind returns, you are responsible for the direct cost of returning the goods unless we agree otherwise.

Small items may be returned using an appropriate tracked and insured delivery service.

Large furniture, mirrors and other bulky or fragile items may require a specialist collection service. For the products currently sold by FindWell, specialist return collection will typically cost approximately £59.99–£83.99, depending on the size and weight of the item, your collection location and courier requirements.

We will confirm the final direct collection cost with you before any collection is arranged. Where we arrange collection on your behalf, the agreed cost may be deducted from your refund.

Please contact us before arranging or sending any return so we can provide the correct return instructions.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as reasonably possible after delivery.

If an item arrives damaged, faulty, incomplete or different from what you ordered, please contact liam@findwell.shop as soon as possible.

Please provide:

Your order number
A description of the issue
Clear photographs of the item
Photographs of the outer and inner packaging
Photographs of any delivery labels where relevant

Please keep all packaging until the issue has been resolved.

Where an item is confirmed as faulty, damaged or incorrect, FindWell will arrange an appropriate remedy in accordance with your statutory rights. This may include a repair, replacement, collection, price reduction or refund depending on the circumstances.

You will not be responsible for reasonable return costs where goods are faulty, damaged or incorrect.

Refunds

Where you exercise your statutory right to cancel, we will process the refund within 14 days of receiving the returned goods, or within 14 days of receiving satisfactory evidence that the goods have been sent back, where applicable.

Refunds will be made to the original payment method.

If you paid for delivery, we will refund the cost of the least expensive standard delivery option offered at the time of purchase.

Any additional amount paid for an upgraded, express or timed delivery service does not normally have to be refunded.

Your bank or payment provider may take additional time to credit the funds to your account after we have issued the refund.

Orders Cancelled Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at liam@findwell.shop.

We will make reasonable efforts to stop the order before dispatch.

If the item has already entered the delivery process, return arrangements may be required after delivery and return delivery costs may apply where legally permitted.

Items Excluded From Change-of-Mind Returns

Certain goods may be exempt from the statutory cancellation right, including where applicable:

Goods made to your specifications or clearly personalised
Goods liable to deteriorate or expire rapidly
Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed
Other goods specifically exempt under applicable consumer law

These exclusions do not affect your rights where goods are faulty, damaged or not as described.

Exchanges

We do not currently offer direct exchanges.

If you would like a different product, the usual process is to return the original item for a refund and place a new order.

Refused or Missed Deliveries

Please ensure that somebody is available to accept delivery and that the delivery address, telephone number and access information supplied to us are accurate.

If a delivery fails because nobody is available, suitable access has not been provided, or the delivery is refused without prior agreement, reasonable additional delivery or return costs incurred may be charged where legally permitted.