Return and Refund Policy

Elite Wellness HQ: Official Return, Refund, and Cancellation Policy

Thank you for choosing Elite Wellness HQ for your health and performance needs. We are committed to providing elite-level products and service. Please review our comprehensive policy, which is designed to be clear and fair, especially when dealing with specialized, high-ticket recovery equipment.

1. Standard Returns & Refunds (Applicable to In-Stock Items)

You may return most unused items within 30 days of the date of delivery for a refund or exchange, provided the item meets all criteria below:

The product must be in new, unused, and resalable condition.
It must be returned with all original packaging, manuals, accessories, and labels intact.
The item is not a Custom, Made-to-Order, or Final Sale product (see Exceptions below).

How to Start a Return:

Email our team at support@elitewellnesshq.com to request a Return Merchandise Authorization (RMA) number.
Once you receive your RMA and the correct return shipping address, securely pack the item in its original box and clearly mark the RMA number on the package.
The customer is responsible for all return shipping costs. We require that you use a trackable and insured shipping method for your protection.

2. Fees and Refund Processing

Restocking Fee: All standard returns are subject to a 25% restocking fee deducted from your refund amount. This fee covers warehouse inspection, repackaging, and administrative costs associated with processing high-value items.
Refund Timeline: Once we receive and inspect the returned item, we will process your refund. Please allow up to 30 business days for the refund to appear in your original payment method (minus the restocking fee).

3. Exceptions and Final Sale Policies (CRITICAL)

Due to the specialized nature, scale, and high value of our recovery equipment, the following items are considered Final Sale and are ineligible for return or cancellation once the order is placed:

Custom or Made-to-Order Products: Any item explicitly labeled "Custom" or "Made-to-Order" on the product page. These products are immediately submitted to the manufacturer for production and are built specifically for your order (e.g., specific color, dimensions, or specialized components). All sales and payments for these items are final and non-refundable.
Sale Items: Any product purchased during a promotional sale, marked as clearance, or explicitly listed as "Final Sale" is non-returnable.
Defective or Damaged Items: If your product arrives defective or damaged upon delivery, you must notify us within 48 hours of receipt. We will happily arrange a replacement, repair, or a full refund at no cost to you, as covered under our Warranty policy.

4. Cancellation and Backorder Policy

Standard Cancellation: Orders for in-stock items can only be canceled without penalty if the request is received before the item ships (before tracking information is generated).
Backordered Items: Products marked as "Backordered" have an estimated lead time which is clearly stated on the product page. Lead times are estimates provided by the manufacturer and are subject to change.
- Cancellation Fee for Backorders: If you choose to cancel a backordered order after 72 hours of placement, we reserve the right to apply a 5% cancellation fee. This fee covers non-recoverable processing and administration costs charged by our payment processor and supplier partners.

5. Chargebacks and Customer Support

Our team is dedicated to your satisfaction and is here to resolve any issues quickly and fairly. We believe in providing the best resolution possible and encourage you to contact us immediately if you experience any problems.

Please contact us first at support@elitewellnesshq.com before contacting your bank or payment provider for a chargeback. Filing a chargeback for an issue we can resolve together (e.g., delivery delay, warranty claim) is unnecessary. We are on your team and committed to resolving your issue.

Contact Us:

Phone: 380-260-7346
Email: support@elitewellnesshq.com