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 orders placed through the FindWell website.

Changing Your Mind

You have the right to cancel your order within 14 days of receiving it, without giving a reason.

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

Your name
Your order number
The item you wish to return
Your reason for returning, if you would like to provide one

After notifying us, you must return the item within a further 14 days.

Return Condition

Returned items must be:

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at liam@findwell.shop. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at liam@findwell.shop.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at liam@findwell.shop.

In a resalable condition
Complete and undamaged
In their original packaging wherever possible
Accompanied by all parts, accessories and instructions

You may inspect an item as you would in a shop. However, we may reduce the refund if the item has been handled beyond what is reasonably necessary and this has reduced its value.

Please take particular care when repackaging furniture, mirrors, lighting and fragile decorative items.

Return Delivery Costs

For unwanted items or change-of-mind returns, the customer is responsible for arranging and paying the return delivery cost.

Large furniture and fragile items may require a specialist courier or pallet collection. We may be able to arrange this on your behalf and will confirm the cost before booking. Where agreed, the collection cost may be deducted from your refund.

We strongly recommend using a tracked and appropriately insured delivery service, as returned items remain your responsibility until they reach us or the nominated return location.

Please do not return an item until you have contacted us and received return instructions.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

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

Please include:

Your order number
A description of the problem
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 damaged, faulty or incorrect, FindWell will arrange an appropriate solution, which may include a replacement, repair, collection or refund. You will not be responsible for reasonable return costs where the item is faulty, damaged or incorrect.

Your statutory rights are not affected.

Refunds

Once your return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 14 days of receiving the returned item or satisfactory evidence that it has been sent back.

Where applicable, we will also refund the cost of the least expensive standard delivery option originally offered. Additional amounts paid for express, timed or upgraded delivery are not refundable unless the order was faulty or incorrect.

Your bank or card provider may require additional time to process the refund after it has been issued.

Orders Cancelled Before Dispatch

We will do our best to stop the order before it leaves the warehouse. If it has already been dispatched, it may need to be treated as a standard return and return delivery costs may apply.

Non-Returnable Items

Unless faulty, we may be unable to accept returns for:

Items made, altered or personalised specifically for you
Products that have been installed, assembled, modified or damaged after delivery
Sealed products that cannot be returned for health or hygiene reasons once unsealed
Gift cards
Items clearly marked as non-returnable before purchase

This does not affect your rights where an item is faulty, damaged or not as described.

Exchanges

We do not currently offer direct exchanges.

The quickest option is normally to return the unwanted item for a refund and place a new order for the replacement product.

Refused or Missed Deliveries

If a delivery is refused without prior agreement, or a courier is unable to deliver because nobody is available or suitable access has not been provided, any return or redelivery charges may be deducted from the refund where legally permitted.