At Aspire Wellness, we want you to be completely satisfied with your purchase. This policy explains our guidelines for returning or exchanging products purchased from our online store or clinic. Please read this policy carefully before initiating a return or exchange.
1. Return Eligibility
Products may be returned under the following conditions:
- The return request is made within 7 days of receiving the product
- The product is unused, unopened, and in its original packaging
- The product is in the same condition as when it was received, with all tags, labels, and accessories intact
- A valid proof of purchase (order confirmation email, receipt, or invoice) is provided
Return Window
The 7-day return period begins from the date you receive your order, not the date of purchase or dispatch. For gifts, the return period starts from the date the recipient receives the item.
2. Non-Returnable Items
For hygiene, safety, and regulatory reasons, the following items cannot be returned or exchanged:
- Opened or used personal care and hygiene products (creams, gels, oils, etc.)
- Products with broken seals or tampered packaging
- Items purchased on clearance or marked as final sale
- Gift cards or store credit vouchers
- Customized or personalized items
- Items damaged due to misuse, negligence, or failure to follow product instructions
Important
Products that have been opened, used, or are missing original packaging will not be accepted for return. Please inspect your items carefully upon receipt and contact us immediately if there is any issue.
3. How to Return a Product
To initiate a return, please follow these steps:
- Contact us: Reach out to our customer service team via email or phone with your order number and reason for return. Do not send a product back without prior authorization.
- Receive authorization: Once your return request is reviewed and approved, we will provide you with a Return Authorization Number (RAN) and return instructions.
- Pack the item: Securely pack the product in its original packaging, including all accessories, manuals, and documentation.
- Ship or drop off: Send the package to the address provided or drop it off at our clinic during business hours. Include the RAN inside the package.
- Confirmation: Once we receive and inspect the returned product, we will notify you of the approval or rejection of your return.
4. Exchange Policy
If you would like to exchange a product for a different item or variant:
- Exchanges are subject to the same eligibility conditions as returns (7-day window, unused, original packaging)
- The replacement item must be of equal or greater value. If the new item is priced higher, you will be required to pay the difference.
- If the replacement item is priced lower, the difference will be refunded to your original payment method
- Exchange requests depend on the availability of the requested product
- Only one exchange per original order item is permitted
To request an exchange, follow the same process as a return (Section 3) and specify the product you would like in exchange.
5. Refund Process
Once your return is received and inspected:
- You will be notified via email of the approval or rejection of your refund
- Approved refunds will be processed within 5-7 business days
- Refunds will be issued to the original payment method used for the purchase
- For bank transfers and mobile wallet payments, please allow an additional 3-5 business days for the funds to appear in your account
- The original shipping charges are non-refundable unless the return is due to our error (wrong item sent, defective product, etc.)
6. Return Shipping Costs
Responsibility for return shipping costs depends on the reason for return:
- Our error: If you received a wrong, damaged, or defective product, we will cover the return shipping costs.
- Change of mind: If you are returning a product because you changed your mind, the return shipping cost is your responsibility.
- Clinic drop-off: You may return products directly to our clinic at no additional cost during business hours.
7. Damaged or Defective Items
If you receive a product that is damaged or defective:
- Contact us within 48 hours of receiving the product
- Provide clear photographs of the damage or defect, including the packaging
- Do not discard the product or packaging until the issue has been resolved
- We will arrange for a replacement to be sent or a full refund to be issued at no additional cost to you
Quality Assurance
All products sold through Aspire Wellness are sourced from authorized suppliers and undergo quality checks before dispatch. If you receive a defective item, it will be treated as a priority and resolved promptly.
8. Product Warranty
Certain products may come with a manufacturer's warranty:
- Warranty terms and duration vary by product and manufacturer
- Warranty claims must be made directly with the manufacturer unless otherwise stated
- We can assist you in initiating a warranty claim by providing purchase documentation
- Warranty does not cover damage caused by misuse, accidents, or failure to follow product instructions
Product descriptions on our website will indicate if a manufacturer warranty is included. Please retain your purchase receipt for warranty claims.
Need to Return or Exchange?
If you need to return or exchange a product, or have questions about this policy, our team is ready to help.
Contact Us