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Refund & Returns Policy

Refund & Returns Policy – CityWellness.clinic

Updated: 20.11.2025
Website: CityWellness.clinic

Because we operate using Spocket dropshipping suppliers, our refund and return policies must follow their rules. Below is our official customer policy.

1. Order Cancellation

We can cancel an order only if the supplier has not yet processed or shipped the item.

If the order has shipped, cancellation is not possible.

2. Refunds & Returns

2.1 We Accept Refunds/Returns For:

  • Wrong item received

  • Damaged item

  • Defective item

  • Missing item

  • Significant shipping delay (according to Spocket rules)

Photo or video proof is required.

2.2 We Do Not Accept Returns For:

  • Buyer’s remorse

  • Ordering the wrong variant (colour/size)

  • Items that have already shipped

  • Used or opened items (for hygiene reasons)

2.3 Return Address

Because we ship directly from Spocket suppliers:

Items are not returned to CityWellness.clinic.
They must be returned directly to the supplier’s warehouse.
We will provide the correct return address when a return is approved.

3. Damaged or Wrong Item Received

If your item arrives damaged or incorrect:

  1. Contact us within 7 days of delivery

  2. Provide:

    • Order number

    • Photos or a video of the issue

We will file a claim with the supplier and provide a replacement or refund.

4. Lost or Missing Packages

We will issue a replacement or refund if:

  • The tracking number shows lost in transit, or

  • The package has not arrived 30–45 days after shipment (depending on the supplier region)

5. Shipping Costs

  • Return shipping may or may not be covered, depending on the supplier

  • If the supplier covers it, we will inform you

  • If not, the customer may need to pay return shipping unless the item was defective or wrong

6. Refund Processing Time

Once approved:

  • Refunds are issued within 3–7 business days

  • Refunds are sent to the original payment method (PayPal, etc.)

7. Contact for Refund Requests

All refund and return requests must be emailed to:

[email protected]

Include:

  • Order number

  • Issue description

  • Photos/videos (if applicable)