Elite Wellness HQ

Official Return, Refund & Cancellation Policy

Effective Date: September 13, 2026

Thank you for choosing Elite Wellness HQ. We are dedicated to providing commercial-grade wellness equipment,saunas, cold plunges, and recovery systems engineered for high performance.

Because our product catalog consists of specialized, high-value, oversized, and custom-manufactured equipment, this policy clearly outlines the terms governing purchases made through Elite Wellness HQ. This policy applies to purchases across Canada and the United States and operates in full accordance with applicable federal, state, and provincial consumer-protection laws. Where statutory law provides mandatory, non-excludable consumer rights, those legal rights shall apply.

1. Standard Returns — In-Stock Equipment

For eligible in-stock products, Elite Wellness HQ provides a 30-day return window commencing on the verified date of delivery.

Eligibility Requirements

To qualify for a standard return authorization:

Product Condition: The item must be unused, uninstalled, unassembled, and in pristine, resalable condition.
Packaging & Components: The item must include all original freight packaging, pallets, crates, owner manuals,hardware, tags, and documentation.
Non-Exempt Category: The item must not be a custom, made-to-order, clearance, or final sale product.
Prior Authorization: The return must be formally authorized by Elite Wellness HQ before being shipped back.

Elite Wellness HQ reserves the right to reject returns—or adjust refund amounts—for items that show evidence of installation, electrical connection, water usage, cosmetic damage, missing original packaging, or unauthorized returns.

Return Authorization Process (RMA)

To initiate a return:

Contact our client concierge at support@elitewellnesshq.com with your Order Number and primary reason for return.
Upon review and approval, Elite Wellness HQ will issue a formal Return Merchandise Authorization (RMA)number along with localized warehouse return instructions.
Do not dispatch items without an official RMA. Unauthorized returns will be refused at our receiving docks and returned to sender at the buyer's expense.

Logistics Note: Clients are responsible for securely repackaging returned equipment and paying all return freight shipping costs. Because of the high value of wellness equipment, we strictly require using a trackable, insured freight carrier.

2. Restocking Fees & Refund Settlement

Eligible standard returns are subject to a 25% restocking fee, which will be deducted from the gross refund total.

Restocking Fee Scope

This fee offsets operational costs associated with specialized freight receiving, technical multi-point inspection,warehouse restorage, administrative processing, and repackaging high-ticket equipment for resale.

The restocking fee is waived if a refund is mandated by applicable statutory law or if Elite Wellness HQ determines the return is due to a verifiable fulfillment error on our part.

Refund Timeline

Inspection Review: Once received at our fulfillment hub, returned equipment undergoes technical inspection within 3–5 business days.
Settlement Method: Approved refunds (less applicable restocking and outward transit fees) are credited directly back to the original payment method.
Processing Period: Please allow up to 30 business days from warehouse receipt for the credit to reflect on your merchant statement, depending on your financial institution's clearing cycles.

3. Custom, Made-to-Order & Special Orders

Due to custom production allocations and manufacturer commitments, all custom and made-to-order equipment sales are final.

Excluded Product Scope

Non-returnable items include (but are not limited to):

Bespoke or custom-finished saunas and cold plunges.
Units built to custom client dimensions, electrical voltages, or custom finishes.
Commercial cryotherapy chambers and specialty ordered manufacturer units.
Products identified as "Made-to-Order" or "Custom" on the product page, quotation, or invoice.

Once manufacturing or factory fulfillment has commenced, orders cannot be cancelled, modified, or refunded. Full manufacturer warranties remain fully active to guarantee optimal product functionality.

4. Sale, Clearance & Final Sale Items

Products explicitly designated at checkout, on invoice, or on product display pages as Final Sale, Clearance, or Non-Returnable are excluded from our voluntary 30-day return policy and cannot be returned, except where required by non-excludable consumer-protection law.

5. Damaged, Defective, or Incorrect Deliveries

We take extreme precautions to ensure high-ticket freight arrives in flawless condition.

Mandatory Delivery Inspection & Notification

If your order arrives damaged, defective, incomplete, or incorrect, you must notify us within 48 hours of delivery:

Email support@elitewellnesshq.com with your Order Number.
Provide a brief description of the issue.
Attach clear photos or video showing the affected product, outer freight crating, and carrier packaging.
Provide a copy of the delivery Bill of Lading (BOL) indicating any damage noted to the driver upon delivery.

Resolution Channels

Upon verification, Elite Wellness HQ will coordinate one of the following remedies at no cost to the buyer:

Dispatching certified replacement parts.
Scheduling field repair or technical service.
Issuing a full item replacement.
Facilitating a manufacturer warranty claim or carrier dispute.

6. Order Cancellations — In-Stock Equipment

Pre-Shipment Cancellations: Orders for standard in-stock items may be cancelled without penalty if the request is received before the order has been processed or dispatched by our warehouse.
Post-Dispatch Cancellations: If an order has already been picked, packed, palletized, or handed off to a freight carrier, it cannot be treated as a standard cancellation and will fall under our Standard Return Policy (including return freight and 25% restocking fee rules).

7. Backorders & Manufacturer Lead Times

Products labeled as Backordered, Pre-Order, or Lead Time Required are subject to production schedules established by our manufacturing partners.

Estimated Lead Times: Production schedules and fulfillment windows listed on product display pages are accurate estimates subject to supply chain, raw material, customs/import, and freight carrier conditions.
Timeline Updates: Elite Wellness HQ proactively monitors factory schedules and communicates material lead time updates. Where consumer protection legislation establishes explicit statutory cancellation rights due to extended delivery delays, those rights apply.

8. Backorder Cancellation Fees

Because backordered and special-order equipment involves immediate factory material allocations and merchant commitments, cancellation requests received after purchase processing may be subject to a 5% administrative cancellation fee.

This fee covers non-recoverable payment processing merchant charges and administrative overhead. This fee is waived where prohibited by applicable consumer protection laws or where Elite Wellness HQ approves an exception due to unreasonable manufacturing delays.

9. Manufacturer Warranties

Elite Wellness HQ products are backed by original manufacturer warranties.

Scope & Terms: Warranty terms, coverage duration, replacement parts availability, and labor inclusions vary by brand and product type.
Exclusions: Warranties do not cover damage resulting from improper site preparation, unauthorized electrical/plumbing installation, misuse, failure to maintain proper water chemistry (for cold plunges/hot tubs),extreme weather exposure, or unauthorized modifications.
Concierge Assistance: Elite Wellness HQ will directly assist clients in filing, documenting, and expediting warranty claims with our manufacturing partners.

10. Freight Shipping, Site Preparation & Large Equipment

Oversized and commercial equipment requires specific site readiness prior to delivery.

Curbside Freight Standard: Freight deliveries are standard curbside freight unless white-glove delivery is purchased separately prior to dispatch.
Site Preparation Liability: The buyer is strictly responsible for verifying structural floor load capacities, doorway dimensions, electrical panel requirements (e.g., dedicated 220V/50A circuits), plumbing, and ventilation prior to placing an order.
Unloading Access: Buyers must ensure safe, clear access for a full-sized freight truck at the delivery site. Service fees for failed delivery attempts resulting from unaccessible sites or missing client appointments are non-refundable.

11. Chargebacks & Dispute Protocol

At Elite Wellness HQ, customer satisfaction is our top priority. We maintain dedicated service channels to resolve transit issues, warranty claims, or product inquiries promptly.

Direct Support Priority: Buyers agree to contact Elite Wellness HQ Support directly at support@elitewellnesshq.com to resolve any operational, delivery, or product concern before initiating a chargeback or payment dispute with a bank or credit card provider.
Evidence Submission: In the event of an unauthorized payment claim or contract dispute, this policy—along with digital audit trails, IP logs, signed carrier Bills of Lading (BOL), and proof of delivery—will be submitted to merchant underwriters as binding proof of agreed terms.

12. Statutory Rights & Applicable Law

Elite Wellness HQ operates in Canada and the United States and complies with federal, provincial, and state consumer-protection legislation.

Ontario & Canadian Consumer Compliance: For Canadian transactions, this policy is governed in accordance with applicable provincial regulations, including Ontario consumer-protection rules regarding internet agreements,delivery commitments, and cancellation disclosures.
Precedence of Law: Nothing in this policy removes, restricts, or excludes legal rights that cannot be lawfully excluded under applicable statute. Where local consumer protection laws grant rights that differ from these terms,the applicable statutory law prevails.

13. Client Concierge Contact

For return authorizations, RMA requests, lead time inquiries, or warranty support:

Elite Wellness HQ

Email: support@elitewellnesshq.com
Phone: (380) 260-7346
Hours: Monday – Friday | 9:00 AM – 6:00 PM EST

Elite Wellness HQ — Engineering better wellness spaces.