Refund policy

Within Wellness Returns & Refund Policy (UK)

Within Wellness sells both small parcel items (aromatherapy & accessories) and large equipment (saunas, hot tubs, cold plunge tubs, heat pumps and other bulky items). Returns work differently depending on what you buy.

1) Small Parcel Returns (Aromatherapy & Accessories)

We offer a 30-day return window for eligible small parcel items. You have 30 days from delivery to request a return.

Eligibility:
Items must be unused, in original packaging, and in a condition suitable for resale. Proof of purchase is required.

How to start a return:
Email support@withinwellness.co.uk with your order number and the item(s) you’d like to return. If approved, we’ll confirm the return address and instructions.

Return shipping (small parcels):
Unless the item is faulty, damaged, or incorrect, return postage is the customer’s responsibility.

2) Large Item Returns (Freight Delivered Equipment)

This section applies to saunas, hot tubs, cold plunge tubs, heat pumps, and other freight/pallet-delivered items.

Because these items are large, high-value, and often allocated or arranged specifically to your order, we do not accept change-of-mind returns for large items.

Cancellations (large items):
If your order has not dispatched and no delivery booking has been arranged, you may request a cancellation by emailing support@withinwellness.co.uk. If dispatch or booking has already started, cancellation may not be possible.

Faults or damage (large items):
If a large item arrives damaged, develops a fault, or is missing parts, please contact support@withinwellness.co.uk as soon as possible so we can resolve it with the supplier/manufacturer. Remedies may include replacement parts, repair, replacement unit, or refund where appropriate.

3) Damages, Missing Parts, or Incorrect Items (All Orders)

Please inspect your order on arrival.

If your item is defective, damaged, missing parts, or incorrect, contact support@withinwellness.co.uk within 48 hours of delivery and include:

  • your order number

  • photos of the product and packaging (and video if helpful)

For freight deliveries, where possible, note visible packaging damage on the delivery paperwork before signing.

4) Non-Returnable Items

The following items are not returnable:

  • gift cards

  • personal care items once opened/used (where applicable)

5) Exchanges

We don’t offer direct exchanges. The quickest option is to place a new order and, where eligible, request a return for the original item.

6) Refunds

Once your return is received and inspected (or once a large-item fault/damage case is resolved), we’ll confirm whether a refund is approved.

If approved, refunds are issued to the original payment method within 10 business days. Banks may take additional time to process the refund.

If more than 15 business days have passed since approval, contact support@withinwellness.co.uk