Elite Wellness HQ
Official Return, Refund & Cancellation Policy
Effective Date: September 13, 2026
Thank you for choosing Elite Wellness HQ. We are committed to providing exceptional products and service for your health, recovery, performance, and wellness needs.
Because many of our products are specialized, oversized, high-value, custom, or made-to-order wellness systems, we have established the following Return, Refund and Cancellation Policy to clearly outline the terms that apply to purchases made through Elite Wellness HQ.
This policy applies to purchases made in Canada and is intended to operate in accordance with applicable Canadian federal and provincial consumer-protection laws. Where applicable law provides a consumer with rights that cannot legally be excluded or limited, those rights will apply.
1. Standard Returns — In-Stock Products
For eligible in-stock products, Elite Wellness HQ offers a 30-day return period beginning on the date of delivery.
To qualify for a standard return:
- The product must be unused and in new, resalable condition.
- The product must include all original packaging, manuals, accessories, labels, and documentation.
- The product must not have been installed, assembled, modified, or used.
- The product must not be a Custom, Made-to-Order, Final Sale, or otherwise non-returnable product identified at the time of purchase.
- The return must be authorized by Elite Wellness HQ before the product is shipped back.
Elite Wellness HQ reserves the right to refuse a return where the product has been used, damaged, altered, improperly handled, or returned without the required original components or packaging.
How to Request a Return
To initiate a return, contact:
Email: support@elitewellnesshq.com
Phone: 380-260-7346
Please provide your order number and the reason for the return.
If the return is approved, Elite Wellness HQ will provide a Return Merchandise Authorization (RMA) number and the appropriate return instructions.
Do not ship a product back without receiving an RMA. Unauthorized returns may be delayed or refused.
Customers are responsible for securely packaging returned products and, unless otherwise required by applicable law or agreed to by Elite Wellness HQ, for return shipping costs.
We strongly recommend using a tracked and insured shipping service, particularly for high-value equipment.
2. Restocking Fees & Refunds
Eligible standard returns are subject to a 25% restocking fee, which may be deducted from the approved refund amount.
The restocking fee reflects costs associated with:
- Product inspection
- Warehouse handling
- Repackaging
- Administrative processing
- Preparing the product for resale
The restocking fee does not apply where a refund is required by applicable law or where Elite Wellness HQ determines that the return is due to an error, defect, or other circumstance for which the customer should not bear the cost.
Refund Processing
Once the returned product has been received and inspected, Elite Wellness HQ will determine the applicable refund amount.
Approved refunds will generally be issued to the original payment method.
Please allow up to 30 business days for processing after the returned product has been received and inspected. Your financial institution or payment provider may require additional time before the funds appear in your account.
3. Custom, Made-to-Order & Special-Order Products
Due to the specialized nature and manufacturing requirements of certain wellness products, some products are non-returnable once production or fulfillment has commenced.
These may include:
- Custom products
- Made-to-order products
- Products manufactured to customer specifications
- Custom colours, dimensions, configurations, or components
- Special-order equipment
- Products ordered specifically from a manufacturer or supplier for the customer
Where applicable, the product page, quotation, invoice, or order confirmation will identify the applicable cancellation and return restrictions before the order is finalized.
Once production or fulfillment has commenced, cancellation may no longer be possible, or the customer may be responsible for non-refundable costs already incurred.
Nothing in this section limits any rights a consumer may have under applicable consumer-protection legislation.
4. Sale, Clearance & Final Sale Products
Products identified at the time of purchase as:
- Final Sale
- Clearance
- Non-Returnable
- Or otherwise specifically identified as excluded from standard returns
are not eligible for Elite Wellness HQ’s voluntary 30-day return policy, except where a return, refund, replacement, repair, or other remedy is required by applicable law.
5. Damaged, Defective or Incorrect Products
We take great care to ensure your order arrives correctly and in good condition.
If your product arrives damaged, defective, incomplete, or materially different from what you ordered, please contact us as soon as possible after delivery, preferably within 48 hours, with:
- Your order number
- A description of the issue
- Photographs or video of the product and packaging, where applicable
- Any relevant shipping or delivery documentation
Prompt notification helps us document shipping damage and coordinate a resolution with the manufacturer or carrier.
Depending on the circumstances, Elite Wellness HQ may arrange for:
- Repair
- Replacement parts
- Replacement of the product
- Manufacturer warranty service
- Return of the product
- Refund or other appropriate remedy
Nothing in this policy limits any applicable statutory rights or remedies available to the customer under Canadian or provincial law.
6. Order Cancellation — In-Stock Products
Orders for in-stock products may generally be cancelled without a cancellation fee if the request is received before the product has shipped.
Once an order has shipped, it may no longer be treated as a cancellation and may instead be subject to the applicable return policy.
If a product has already been processed, picked, packaged, or otherwise committed for shipment, additional costs may apply where permitted by applicable law and the terms disclosed at the time of purchase.
7. Backorders & Manufacturer Lead Times
Products identified as Backordered, Pre-Order, or otherwise subject to a future fulfillment date may have an estimated lead time provided by the manufacturer or supplier.
Manufacturer lead times are estimates and may change due to:
- Manufacturing schedules
- Material availability
- Transportation delays
- Customs or import processing
- Carrier delays
- Other circumstances outside Elite Wellness HQ’s reasonable control
Where a specific delivery date or estimated delivery period is provided, Elite Wellness HQ will make reasonable efforts to communicate material changes.
Where applicable law gives a consumer a right to cancel because of a failure to deliver within the required timeframe, that right will apply.
8. Backorder Cancellation
Because backordered and special-order products may require Elite Wellness HQ to place commitments with manufacturers or suppliers, cancellation requests may be subject to applicable supplier or processing costs where permitted by law and where those terms were disclosed before purchase.
For certain orders, a cancellation fee of up to 5% may apply after the applicable cancellation period disclosed at checkout or on the order confirmation.
This fee will not be applied where doing so would conflict with applicable consumer-protection legislation or where Elite Wellness HQ determines that the customer is entitled to a full refund.
9. Manufacturer Warranties
Many Elite Wellness HQ products are supported by manufacturer warranties.
Warranty coverage, duration, exclusions, installation requirements, and claim procedures vary by manufacturer and product.
Where a product is covered by a manufacturer warranty, Elite Wellness HQ may assist the customer in coordinating the warranty claim with the manufacturer.
Warranty coverage does not necessarily cover:
- Improper installation
- Misuse or abuse
- Unauthorized modification
- Normal wear and tear
- Damage caused by improper maintenance
- Damage caused by circumstances outside the manufacturer’s warranty terms
Customers should review the applicable product warranty before installation and use.
10. Shipping, Installation & Large Equipment
Certain Elite Wellness HQ products are oversized, heavy, freight-shipped, professionally installed, or otherwise require specialized handling.
For these products:
- Additional shipping requirements may apply.
- Delivery may be curbside unless otherwise specified.
- Customers may be responsible for ensuring adequate access to the delivery location.
- Installation requirements may vary by product.
- Electrical, plumbing, structural, ventilation, or other site preparation may be required.
- Professional installation may be recommended or required for certain products.
Shipping, installation, site preparation, and other service charges may be separately identified on the quotation or order confirmation.
Unless otherwise stated, these charges may not be refundable once the applicable service has been performed or the cost has been incurred.
11. Chargebacks & Payment Disputes
We are committed to resolving customer concerns directly and fairly.
If you experience a problem with an order, please contact us first at:
support@elitewellnesshq.com
Our team will work with you to determine the appropriate resolution, including where applicable a repair, replacement, warranty claim, return, refund, or other remedy.
Customers retain any rights available to them through their payment provider or under applicable law. Contacting Elite Wellness HQ first simply allows us an opportunity to resolve the issue quickly and directly.
12. Consumer Protection & Applicable Law
Elite Wellness HQ operates in Canada and respects applicable federal and provincial consumer-protection legislation.
Nothing in this policy is intended to:
- Remove or restrict a consumer’s statutory rights;
- Exclude remedies that cannot legally be excluded;
- Override applicable consumer-protection legislation; or
- Prevent a customer from exercising a legal right of cancellation, refund, repair, replacement, or other remedy.
For Ontario customers, consumer-protection legislation may provide specific rights relating to internet agreements, delivery, cancellation, refunds, and other consumer transactions. (Government of Ontario)
Where the law provides a customer with rights that differ from this policy, the applicable law will prevail.
13. Contact Elite Wellness HQ
For questions regarding returns, refunds, cancellations, warranties, or an existing order:
Elite Wellness HQ
Email: support@elitewellnesshq.com
Phone: +1 (380) 260-7346
Please include your order number when contacting our support team so that we can assist you as quickly as possible.
Elite Wellness HQ — Engineering better wellness spaces.