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Return and Refund Policy

Elite Wellness HQ

Official Return, Refund, and Cancellation Policy

Thank you for choosing Elite Wellness HQ for your health, recovery, and performance needs. We are dedicated to providing elite-level equipment alongside transparent, reliable customer care.

Because our catalog includes specialized, oversized, high-value, and custom-manufactured recovery systems, we have established this policy to clearly outline the terms governing purchases made through Elite Wellness HQ.

1. Standard Returns & Refunds (In-Stock Equipment)

For eligible in-stock products, Elite Wellness HQ offers a 30-day return window starting from the verified date of carrier delivery.

Eligibility Criteria

To qualify for a standard return authorization:

  • Item Condition: The product must remain in new, unused, uninstalled, and resalable condition.

  • Packaging & Documentation: The item must be returned with all original freight crates, pallets, packaging, owner manuals, component hardware, and labels intact.

  • Exempt Categories: The item must not be a custom, made-to-order, clearance, or final sale product.

Step-by-Step Return Authorization Process

  1. Request Approval: Email our client support team at support@elitewellnesshq.com with your Order Number to request a Return Merchandise Authorization (RMA) number.

  2. Package & Mark: Once approved, securely package the item in its original box/crate and clearly mark the assigned RMA number on the exterior packaging.

  3. Dispatch: The customer is strictly responsible for arranging and paying all return shipping costs. Due to the high value of our equipment, we require using a trackable, fully insured freight shipping carrier. Unauthorized returns dispatched without an RMA will be refused.

2. Fees & Refund Processing

Restocking Fee

All standard returns are subject to a 25% restocking fee, which is deducted directly from your gross refund total. This fee covers warehouse receiving, technical re-inspection, repackaging, and administrative handling associated with processing commercial-grade wellness equipment.

Refund Settlement Timeline

Once your return is received and passes technical inspection at our fulfillment hub, we will process your refund. Please allow up to 30 business days for the credit to reflect on your original payment method (less the 25% restocking fee and initial shipping costs).

3. Critical Exceptions & Final Sale Terms

Due to custom production allocations, supply chain commitments, and the high-ticket nature of our inventory, the following terms strictly apply:

  • Custom or Made-to-Order Products: Any item labeled as "Custom" or "Made-to-Order" on the product page or order invoice enters production immediately upon order placement. These units are built specifically to your requested specifications (e.g., custom dimensions, wood finishes, or specialized electrical components). All sales, deposits, and payments for custom equipment are strictly final and non-refundable.

  • Promotional & Clearance Items: Products purchased during promotional events, marked as clearance, or explicitly listed as "Final Sale" are non-returnable and non-refundable.

  • Damaged or Defective Deliveries: If your shipment arrives damaged or defective, you must notify us within 48 hours of delivery at support@elitewellnesshq.com. Please provide photos of the damage along with the signed Bill of Lading (BOL). Upon verification, we will arrange a certified repair, replacement part, or full product replacement at no cost to you under our Warranty policy.

4. Order Cancellation & Backorder Policy

  • Standard Order Cancellation: Orders for standard in-stock items may only be canceled without penalty if written notice is received before the order has dispatched or tracking has generated.

  • Backordered Equipment Lead Times: Products labeled as "Backordered" or "Pre-Order" carry estimated manufacturing lead times listed on the product page. Lead times are accurate estimates provided by our brand partners and are subject to manufacturing or transit adjustments.

  • Backorder Cancellation Fee: If you elect to cancel a backordered order after 72 hours of order placement, a 5% administrative cancellation fee will apply. This fee covers non-recoverable merchant payment processing fees and supplier allocation costs.

5. Chargebacks & Direct Support Commitment

Our client concierge team is on your side and dedicated to resolving any operational issue quickly and fairly.

  • Direct Support Priority: We ask that you contact us directly at support@elitewellnesshq.com before contacting your bank or card carrier to file a financial dispute or chargeback.

  • Collaborative Resolution: Opening a chargeback for issues we can resolve together (such as carrier transit delays,missing hardware, or warranty service) creates unnecessary delays. Contacting our team directly ensures your issue is addressed immediately.

  • Binding Merchant Agreement: By placing an order on our site, you acknowledge and agree to these policy terms.In the event of an unauthorized chargeback, this document, along with digital audit logs and proof of carrier delivery, will be submitted to merchant card networks as binding evidence of purchase terms.

Client Support Contact

For return requests, lead time inquiries, or order updates:

  • Phone: (380) 260-7346

  • Email: support@elitewellnesshq.com

  • Hours: Monday – Friday | 9:00 AM – 6:00 PM EST