Wellivu Refund Policy

At Wellivu, your satisfaction is our priority. If something’s not quite right, we’ve made our refund and return process simple, clear, and fair.

1. 30-Day Satisfaction Guarantee We offer a 30-day return and exchange window, starting from the date your order is marked as delivered. If you’re not satisfied, you may request a refund or exchange within this period — no hassle.

2. Refund Eligibility To be eligible for a refund, the returned item must:

• Be returned within 30 days of delivery.

• Be in good condition, with no visible damage or excessive wear.

• Include all original components: packaging, dust bag, charging cable, and Wellivu card.

Note: If any items are missing, the following fees will be deducted from your refund:

• Charging cable: $10
• Dust Bag: $15
• Packaging: $10
• Wellivu Card: $2

Light use is completely fine. We simply ask that the item be returned in a condition suitable for restocking.

3. Restocking Fees

A restocking fee will be applied once the return window expires. Based on the date the return is dispatched (using the provided shipping label), here are the fees that may apply for your reference:

•    Days 0–5: No restocking fee.

•    Days 6–10: $25 restocking fee.

•    Days 11–20: $50 restocking fee.

•    Days 21–28: $100 restocking fee.

•    After Day 28: No refund will be issued.

4. How to Request a Refund To initiate a return, please contact our support team directly. We handle all requests personally to ensure a smooth experience.

Email us at support@wellivu.com with:

• Your Order Number

• The reason for the refund request

• Photo or video evidence (required only if the item is defective, damaged, or incorrect)

Our team will review your request and provide a return shipping label and instructions. Once your return is received and inspected, we’ll process your refund.

5. Refund Processing Time Refunds are issued to the original payment method within 5 business days after your return has been inspected by our warehouse.

• Please allow an additional 2–3 business days for your bank or card provider to reflect the refund.

• If more than 10 business days have passed since your refund was confirmed, contact us at support@wellivu.com.

6. Return Shipping Costs

• Wellivu covers return shipping for defective, damaged, or incorrect items.

• For change-of-mind returns, customers are responsible for the return shipping cost. This will be the actual carrier cost or a flat $15 fee, deducted from your refund.

7. Non-Refundable Items Refunds cannot be issued for:

• Items missing required components. (after accounting for the specific deductions listed in Section 2).

• Items damaged beyond normal use.

• Final sale or customized items.

• Returns sent without prior approval from our support team.

• Returns dispatched more than 28 days after the return window expired.

• Counterfeit or non-genuine items.

8. Exchanges To exchange a product, please email support@wellivu.com.  Let us know once your return is marked as “in transit.” We will process your replacement order. Note: We only offer exchanges for the same product type. Design swaps are not available.

Note: We only offer exchanges for the same product type. Design swaps are not available.

Need help? Contact us anytime at support@wellivu.com. We're happy to assist you.

Can I return or exchange a product if it is defective? Yes! If your product is defective or damaged, you can request a return or exchange. Please contact our support team directly at support@wellivu.com.

To speed up the process, please include photo or video evidence of the issue in your email. Our team will review it and arrange a replacement or refund at no extra cost to you.

What should I do if I receive the wrong product? Please email support@wellivu.com with your order number and a photo of the item you received. We will immediately send you the correct product and provide a prepaid label to return the incorrect item—we cover all shipping costs for our mistake.

How long after delivery can I return the product? We offer a 30-day return and exchange policy starting from the date your order is marked as delivered.

Who pays for return shipping?

• Defective, damaged, or incorrect items: Wellivu covers the return shipping cost 100%.

• Change of mind / No longer needed: You are responsible for the return shipping cost. This will be the actual cost of the label or a flat $15 fee, which will be deducted from your final refund amount.

Can I return a product if it has been opened or lightly used? Yes. We accept returns for items that have been opened or lightly used — as long as they are in good condition with no visible damage or excessive wear.

All original components (box, charging cable, dust bag, Wellivu card) must be included to receive a full refund.

Can I return a product if there’s no issue with it? 
Yes, as long as your item is in returnable condition and the request is made within 30 days of delivery.  But please note:

Non-defective Returns: A $15 return shipping fee will apply if the return is not due to a product malfunction or manufacturing defect (e.g., you changed your mind or are unsatisfied with the subjective results).

Missing Items: A deduction of $2–$15 per missing accessory will be applied to your refund.

Can I repurchase the product while my return is being processed? Absolutely. You can place a new order at any time, even while your return for the original item is underway.

Can I return a gift? Yes, gifted items can be returned within 30 days of the delivery date. Please contact support with the order number or the purchaser's name/email so we can locate the proof of purchase and process the return for you.

How long does the refund process take after a return? Once your return is received and inspected by our warehouse, refunds are typically processed within 5 business days.

Please allow an additional 2–3 business days for your bank or credit card provider to post the funds to your account. If more than 10 business days have passed since your refund confirmation, please contact us at support@wellivu.com.

If you cancel your order within 48 hours of placing it, you are eligible for a full refund. However, if the product is shipped due to logistical issues, you can still request a refund by contacting customer service. We will process your request promptly and provide further instructions.

support@wellivu.com

How do I exchange a product?

What should I do if I want to exchange a product? To request an exchange, please reach out to our Customer Support team directly at support@wellivu.com

We will personally help you set up the return and ensure your replacement is on its way quickly. Once your return shipment is marked “in transit,” your new replacement order will be shipped automatically at no extra cost.

Do I need to pay for shipping when exchanging a product? Wellivu covers the shipping fee for exchanges involving defective, damaged, or incorrect items.

For change-of-mind exchanges, customers are responsible for the return shipping costs. However, a replacement product will always be sent to you free of charge if the value of your product is over $100.

Can I exchange for a different design or product? Direct exchanges are limited to the same Wellivu massager type.

If you would like a completely different design or product, please contact our support team to process a return for your current item, and then place a new order for the product you want at wellivu.com

What if the item I want to exchange is out of stock? If the product you want is unavailable at the time of exchange, you can choose to:

• Wait until it is back in stock.

• Request a refund instead.

Just let our support team know your preference when you email us.

Where do I send the product for exchange? Please do not ship your item until you have received a shipping label and authorization from our support team.

Once our team has set up your exchange, you will receive a label to ship the package to:

Wellivu Returns Warehouse 1420 Tamarind Avenue, Rialto California 92376, United States

Note: Items sent to this address without prior authorization from our support team may not be accepted or processed.

Need help? If you have any questions during the exchange process, feel free to contact us at support@wellivu.com. We’re here to make your experience smooth and hassle-free.

Please note that these times are estimates and can vary depending on factors such as local postal conditions and any customs processing. Orders are typically processed within 1-3 business days before they are shipped.

• Tracking information may not be immediately available after your order is placed. It can take up to 1-3 days for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.
• Orders placed on Fridays may not be processed and shipped until the next business day
• Orders placed on Saturdays or Sundays will ship on the next business day.

Via Email

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.

Look for the 'View your order' button in the shipping confirmation email with the subject line 'A shipment from order [Your order #] is on the way'

If you can't access the 'View your order' button, don't worry! Scroll down and click on the tracking number. This will take you directly to the carrier tracking link. 

On Our Website

Open the support widget in the bottom right-hand corner of our homepage. Select 'Track and manage my orders' and sign in to your Wellivu account using your email address or phone number. Select your order to view its status and tracking information.

If you're having issues tracking your order, please email support@wellivu.com for further assistance.

If you need to update your shipping address before your order is dispatched, please contact our customer service team. We’re happy to assist you with the change.

To ensure your request is processed quickly, we recommend reaching out as soon as possible after placing your order. Once contacted, we’ll promptly update your shipping information and confirm the changes with you.

What if I’m absent during delivery?

If you’re not available at the time of delivery, the carrier may leave the package at your doorstep or attempt a redelivery. Delivery procedures vary depending on the country and courier, so check your tracking information for the latest updates on your package.

Can I change the address after the product has been shipped?

Unfortunately, once the package is in transit, it is not possible to change the delivery address. If you need further assistance, contact customer service, and we’ll provide additional support if your carrier allows any modifications.

What happens if the delivery date falls on a weekend or holiday?

Some carriers deliver on weekends and holidays, while others may not. If your carrier does not deliver during these times, your order will be delivered on the next business day. Check your tracking information to confirm the expected delivery date.

The delivery is marked as complete, but I haven’t received the product.

If your tracking information shows that your order has been delivered but you haven’t received it, please contact customer service immediately. We will investigate the issue with the courier and assist you in resolving the situation as quickly as possible.

Will multiple items in my order be shipped together?

Yes, when purchasing multiple items, we will usually combine them into a single shipment. Please ensure that your shipping information is consistent across all items in the order. Discrepancies may result in separate shipments.

All products priced at $100 or more qualify for free shipping, right?

Yes, we offer free shipping on all products priced at $100 or more. You will not be charged any additional shipping fees when placing your order.

We offer shipping to the 48 contiguous states. Unfortunately, we are unable to ship to Hawaii, Puerto Rico, Alaska. 

Q: What are the size and weight of your products?
A: Product size and weight vary depending on the model and design. Detailed dimensions and weight information are listed on each individual product page to help customers choose the most suitable option.

Q: What materials are used for your massage devices?
A: Materials vary by product and may include PU leather, breathable mesh fabric, ABS plastic, silicone, and soft-touch materials. Specific material details can be found in each product description.

Q: What types of massage methods do your products offer?
A: Our products support different massage methods depending on the model, such as kneading, vibration, rolling, tapping, and optional heat functions. Each product page clearly describes the available features and functions.

Q: How many massage modes are available?
A: The number of massage modes depends on the product. Some models offer simple single-mode operation, while others include multiple adjustable modes. Please refer to the product specifications for detailed information.

Q: How many intensity levels do your devices have?
A: Intensity levels vary by product. Many models offer adjustable intensity settings, while some provide fixed levels designed for simple everyday use. Details are listed on each product page.

Q: Do all products include a heating function?
A: Not all products include a heating function. Some models are equipped with optional heat, while others focus on mechanical massage only. Heating features, if available, are clearly stated in the product description.

Q: What makes Wellivu products different?
A: Wellivu offers a carefully selected range of massage devices designed for everyday comfort, ease of use, and practical functionality. Our focus is on providing simple, reliable solutions that suit different needs and preferences.

Q: Who are Wellivu massage products suitable for?
A: Our products are designed for adults seeking relaxation and daily comfort. Suitability may vary by model, so customers are encouraged to review product details and safety instructions before use.

Q: Is the usage of this massager difficult?
A: Not at all—simply place it on the area you want to treat, secure the strap, and power it on. Then, customize your session by adjusting the mode, heat, and intensity.

Q: Can this product be used on multiple areas of the body?
A: Yes, you can use it on your neck, shoulders, back, arms, legs, or anywhere else that needs relief. Its ergonomic design adapts to different areas with ease.

Q: How long can the massager be used for in one session?
A: Each session lasts for 10 minutes and automatically shuts off for your safety. You can always restart it for another session if you need more relief.

Q: How often should this massager be used for optimal results?
A: We recommend using it once or twice daily for 10-minute sessions. Consistent use helps maintain relaxed muscles and improved circulation.

Q: Is this massager noisy?
A: It operates quietly, so it won’t disturb your environment or conversations. Most users find the gentle hum soothing rather than distracting.

Q: Can this massager be used in an office or vehicle?
A: Absolutely—its cordless, compact design makes it easy to use in offices or vehicles. Just ensure you’re stationary and in a safe setting.

Q: Is this massager easy to carry around?
A: Yes, the lightweight and compact shape makes it travel-friendly. It’s perfect for taking to work, the gym, or on trips.

Q: Does the product come with a detailed manual?
A: Yes, you’ll receive a comprehensive guide that walks you through setup, operation, and care. It’s designed to help you get the most out of your massager.

Q: Is this massager waterproof?
A: No, it’s not waterproof. Avoid exposing it to water or excessive moisture to maintain its quality.

Q: Are Wellivu massage devices rechargeable or do they use replaceable batteries?
A: Battery type depends on the product. Many models feature built-in rechargeable batteries, while some models may use external power adapters. Specific power details are listed on each product page.

Q: Do all products include a charging cable or power adapter?
A: Included accessories vary by model. Some products come with a charging cable, while others may include a power adapter. Please refer to each product description for included items.

Q: How long does the battery last on a full charge?
A: Battery life varies depending on the product model, usage time, and selected settings. Estimated usage time is provided on individual product pages.

Q: How long does it take to fully charge the device?
A: Charging time depends on the product and battery capacity. Typical charging time ranges from 2 to 4 hours. Exact charging duration can be found in the product specifications.

Q: Can I use the device while it is charging?
A: Usage while charging depends on the specific model. Some devices support use during charging, while others are designed for cordless use only. Please check the instructions provided with each product.

If you have not received your order and are concerned about the delivery status, please use the tracking number provided to you to check the current status of your shipment through our tracking portal. If the tracking information does not show any updates or if the package seems delayed, reach out to us at support@wellivu.com or by filling out the contact form on our site with your order details.

Your concern will be escalated and our team will investigate further to provide you with the most recent information regarding your delivery. We appreciate your patience and will do our best to assist you promptly.

Payment Methods

We support a range of payment options to make your purchase as convenient as possible. You can pay using all major credit and debit cards, PayPal, as well as other trusted electronic payment services. Simply choose your preferred method during checkout and complete the transaction securely.

Additional Payment Options

If you prefer to pay over time, we offer Shop Pay Installments in addition to Visa, MasterCard, and PayPal. This allows you to split your purchase into manageable payments without missing out on your favorite products.

International Card Fees

Please note that some banks or credit card issuers may charge international transaction fees, even if you’re paying in your local currency. These fees generally range from 1–3% of the purchase amount and occur because our business is based in a different country than your bank. It’s best to check your card’s terms or speak with your bank to confirm whether such charges apply.

Using a Discount Code or Promotion

To apply a discount or promo code, add your desired products to the cart and proceed to checkout. Look for the “Discount code” or “Promo code” field and enter your code before clicking “Apply.” You’ll see the updated total reflecting your discount right away, and once confirmed, you can finalize the purchase by adding your payment details.

Bulk Purchase Discounts

We currently do not offer discounts for bulk orders. However, it’s worth keeping an eye out for special promotions and events throughout the year. Feel free to reach out if you need more information or have specific questions about large orders.

Shipping Fees

We offer free shipping on all orders, so you won’t be charged extra for standard delivery. Do keep in mind, however, that if you’re ordering from outside our primary shipping region, your country may impose customs duties, taxes, or currency conversion fees. These additional charges vary based on location.

Taxes and Additional Fees

Taxes and fees depend on your location. International customers may be subject to customs duties and taxes determined by their country’s regulations. Other than these government-imposed charges, we do not add any extra fees to your order.

Price Drops and Refunds

At this time, we do not reduce prices on our products. Because we maintain consistent pricing, there’s no need for a refund of the difference after your purchase.

Receiving a Payment Receipt

Once you’ve successfully placed your order, you’ll automatically receive an email receipt containing your order summary, payment details, and shipping information. You can print or save this receipt for your records, and if you need a copy at any point, feel free to contact our support team. We’ll gladly resend the receipt or provide any additional documentation you may require.