Refund policy
This Returns & Refunds Policy applies to purchases made through houseofwellness.shop by customers in Hong Kong.
House of Wellness is committed to ensuring that every order arrives in good condition. Due to the nature of our wellness and supplement products, we operate a replacement-only policy for verified products that are defective or damaged during transit.
1. No Returns or Refunds for Change of Mind
We do not accept returns or offer refunds for change of mind, ordering the wrong item, dislike of a product, or a product not meeting personal expectations.
For hygiene, safety and quality-control reasons, products that have been opened, unsealed, used, altered or improperly stored are not eligible for return, refund or replacement, except where a defect or transit damage is verified under this policy.
2. When a Replacement May Be Available
A replacement may be available if your order:
•arrived damaged during transit;
•contains a product that is defective on arrival; or
•is incorrect, incomplete or missing an item due to an error in fulfilment.
All replacement requests are assessed on a case-by-case basis. A replacement is not automatically approved merely because a customer is dissatisfied with the product or its perceived results.
3. How to Make a Replacement Request
You must contact us within 48 hours of the recorded delivery time.
Please email support@houseofwellness.shop with the subject line “Replacement Request — [Your Order Number]” and include:
•your full name and order number;
•the delivery address used for the order;
•a clear description of the issue;
•clear photographs of the outer shipping box, inner packaging and affected product; and
•an unboxing video, where available.
Where relevant, please also include clear photographs of the batch number and expiry date shown on the product or packaging.
Please keep the affected product, all packaging and any delivery materials until we complete our review. Do not dispose of the item or send anything back to us unless we specifically instruct you to do so in writing.
4. Our Review and Replacement Process
After receiving your request, we may ask for further information or evidence to assess the issue. If your claim is approved, we will arrange one replacement product for the affected item at no additional charge.
Approved replacements will normally be sent to the original Hong Kong delivery address. A replacement does not create a new order, additional giveaway entry or additional product entitlement.
If the approved replacement is temporarily out of stock, we will send the replacement as soon as the relevant product becomes available again. We do not offer cash refunds, store credit or substitutions in place of an approved replacement, except where required by applicable law.
5. Items and Situations Not Covered
The following are not eligible for replacement under this policy:
•requests made more than 48 hours after recorded delivery;
•products that have been opened, used, unsealed, altered, damaged after delivery or stored contrary to the product instructions;
•normal cosmetic variations in packaging that do not affect product quality or safety;
•personal dissatisfaction, change of mind, or a product not delivering a particular personal outcome;
•products damaged because of misuse, mishandling or failure to follow storage instructions;
•orders affected by an incorrect or incomplete address supplied by the customer;
•parcels that could not be delivered, collected or accepted because of customer action or inaction; or
•claims where sufficient evidence is not provided for us to reasonably verify the issue.
6. Delivery Issues
If a parcel is confirmed by the courier as lost or materially damaged before it is delivered, please contact us at support@houseofwellness.shop as soon as possible with your order number. We will investigate the matter with the courier and, where appropriate, arrange a replacement in accordance with this policy.
7. Refunds
House of Wellness does not offer refunds under this policy. Our remedy for verified defective, damaged, incorrect or incomplete orders is a replacement product only.
Nothing in this policy is intended to exclude, restrict or override any rights that cannot be excluded or restricted under applicable law.
8. ESC Experience / Giveaway Entries
Where an order is used to enter an ESC Experience or other House of Wellness campaign, an approved replacement does not create an additional entry.
If an order is cancelled, reversed or refunded where required by applicable law, any campaign entry linked to that order may become invalid, subject to the applicable campaign terms and conditions.
9. Contact Us
For all replacement requests or questions about this policy, please contact: