Returns & Refunds
We want you to feel confident shopping with Wellwise®. If something isn't right with your order, our Client Care team will guide you through the return or refund process. For hygiene, safety, and infection-control reasons, certain healthcare and personal-use products cannot be returned once opened or used.
At a glance
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30-day return window — eligible products may be returned within 30 days of the original order date, unused, unopened, and in original packaging.
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Free returns by mail — we provide a prepaid Canada Post label for eligible items, so there is no cost to send it back.
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Refunds in 5–7 business days — after your return is delivered and inspected, funds are returned to your original payment method.
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Online orders are returned by mail. In-store purchases follow our separate in-store policy.
Return conditions
To qualify for a return, products must be:
- Unused and unopened, with the original seal intact;
- In original packaging with all included accessories;
- Accompanied by proof of purchase or order confirmation;
- Compliant with hygiene and safety requirements.
Category-specific notes:
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CPAP & respiratory — equipment, masks, and supplies cannot be returned once the seal is broken. Unopened, sealed units in original packaging may qualify.
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Ostomy & hygiene-sensitive items — ostomy products, incontinence items, and anything that contacts skin directly are non-returnable once the seal is broken.
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Compression & braces — must be unused in sealed original packaging. Fitted or worn items cannot be returned.
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Mobility aids — transport chairs, rollators, and scooters must be unused in original packaging. Restocking fees may apply to select large items such as lift chairs, hospital beds, and mobility scooters.
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Multi-box orders — if your product ships in multiple boxes, wait until all packages arrive before starting a return. The 30-day window begins once the final package is delivered.
What can and can't be returned
Final sale — not returnable:
- Clearance items
- Gift cards
- Special orders
- Custom orders
- Shipping fees
- Indoor cycles
- Ostomy products
- Any items that touch skin
Returnable only if unused and in sealed original packaging: breast pumps, blood pressure monitors, TENS units, hospital beds, lift chairs, pillows, incontinence products, ostomy products, mattresses and cushions, supports and braces, bathroom safety products, mobility aids (transport chairs, rollators, scooters), compression garments, electronics*, and respiratory/CPAP equipment and supplies.
Other exclusions may apply. *For some electronics, you may be required to deal directly with the manufacturer. Wellwise® reserves the right to limit or refuse the return of certain merchandise at any time for any reason.
How to start an online return
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Start your return — begin in the Wellwise® return portal. Provide your order details, product information, and photos for any damaged or incorrect items.
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Print your label — the portal generates a prepaid Canada Post return label for eligible items.
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Pack & drop off — seal your parcel in the original packaging (or any secure box), affix the label so no other tracking labels show, and drop it at any Canada Post location.
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Inspection & refund — once received, items are inspected for condition and hygiene. If approved, your refund is issued to the original payment method within 5–7 business days. If a return can't be accepted, we'll tell you why.
Damaged orders, refunds, exchanges & warranty
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Damaged or incorrect items — contact Client Care with photos of the item and packaging so we can make it right.
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Refund timeline — all returns are inspected and approved before refunding. Approved refunds go back to the original payment method; your bank may add processing time.
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Exchanges — eligibility varies by product category, inventory availability, and hygiene restrictions. Client Care can confirm options for your item.
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Manufacturer warranty — some items are covered under a manufacturer warranty rather than our standard store return policy. We'll help you connect with the manufacturer.
Frequently asked questions
Can I return opened healthcare products?
For hygiene, safety, and infection-control reasons, many healthcare and personal-use products cannot be returned once opened or used — including CPAP equipment and supplies, incontinence products, compression garments, ostomy products, braces, and pillows. If the seal is intact and the item is unused, it may still qualify. When in doubt, contact Client Care before opening.
How long do refunds take?
Once your returned item has been received, inspected, and approved by our warehouse, refund processing typically takes 5–7 business days. Your bank may need extra time before it appears.
Who pays return shipping?
Returns are free for eligible items. Wellwise® provides a prepaid Canada Post label through the return portal, so there's no cost to send your item back.
Can I return online purchases in-store?
Yes, online purchases may be returned in-store at the store's discretion. In-store purchases follow our separate in-store policy — most returns within 30 days with the original receipt and packaging.
What if my product arrived damaged?
Contact Client Care with photos of the item and packaging. We'll review and arrange a replacement or refund. Some products may also be covered by a manufacturer warranty.
Need help with a return?
Our Client Care team is here to help with returns, refunds, exchanges, and product-eligibility questions. Contact us or start a return.
