Return and Refund Policy

Our Return Policy

At Well Mora, we want you to be satisfied with your purchase. If you are not completely happy with an item, you may return it in accordance with the conditions outlined below.

We offer a 30-day return policy starting from the day your order is delivered.

Return shipping costs are generally the responsibility of the customer unless otherwise stated in this policy.

Return Period

You may request a return within 30 calendar days of receiving your order.

After this period, we may no longer be able to process a return or refund unless otherwise required by applicable law.

Return Eligibility Requirements

To qualify for a return under our voluntary return policy, the following conditions must be met:

• The product must be in a clean and acceptable condition.

• The product must not show excessive signs of use.

• All labels and original packaging, where applicable, must be included.

• The product must not have been damaged or altered.

• The return must be requested within the 30-day return period.

We reserve the right to decline returns or adjust the refund amount if the returned product does not meet the conditions listed above, subject to applicable consumer protection laws.

For natural health supplements, additional hygiene and product safety conditions may apply, as explained in the section on non-returnable items.

Return Shipping Costs

Return shipping costs are the responsibility of the customer.

Customers are responsible for properly packaging returned products and sending them to the designated return address.

We recommend using a shipping service that provides tracking information.

Please contact our customer service team before sending your return so we can provide the necessary instructions.

If you receive a damaged, defective, or incorrect product, please contact us before returning it. In these cases, we will review the situation and provide instructions on how to proceed.

Your statutory rights, including any applicable entitlement to have return shipping costs covered, remain unaffected.

How to Request a Return

To initiate a return, please contact our customer service team.

Email: info@wellmora.shop
Phone: +49 9194 795460

Please provide the following information where possible:

• Order number

• Full name

• Email address

• Product you wish to return

• Reason for the return

Our customer service team will then provide the necessary information and instructions for returning your order.

Return Address

Returns can be sent by post to the following address:

Well Mora
Lindenweg 18
91320 Ebermannstadt
Germany

Please contact our customer service team before sending your return.

Returns sent to a different address may experience processing delays.

Return Inspection

Once we receive your returned product, it will be carefully inspected.

The inspection is carried out to ensure that the applicable return conditions have been met.

Once the inspection is completed, we will notify you by email about the status of your return.

Refunds

Once your return has been approved, the refund will generally be issued to the same payment method used for the original purchase.

Refunds are processed within up to 10 calendar days after the returned item has been inspected and accepted.

Depending on your payment provider or bank, it may take several additional business days for the refunded amount to appear in your account.

Applicable statutory refund deadlines remain unaffected.

Partial Refunds

In certain circumstances, a partial refund may be issued.

This may apply, for example, when:

• The product shows significant signs of use.

• Parts of the original package contents are missing.

• Accessories or included items are missing.

• The product is returned damaged.

• The product's condition differs significantly from its original condition.

Each case will be reviewed individually.

Any partial refund or deduction will be subject to applicable consumer protection laws and will not limit your statutory rights.

Damaged or Defective Products

If you receive a damaged, defective, or incorrect product, please contact us as soon as possible after receiving your order.

Please provide:

• Your order number

• A brief description of the problem

• Clear photos of the product and, where applicable, its packaging

After reviewing your request, we will inform you of the appropriate solution.

Incorrect Products

If you receive a product different from the one you ordered, please contact our customer service team.

Once we have reviewed the issue, we will provide further instructions regarding a return or replacement.

Exchanges

Exchanges are available.

If you would like to exchange a product for another available product or product option, please contact our customer service team within 30 days of receiving your order.

Email: info@wellmora.shop

Please provide your order number and the details of the product you would like to receive instead.

The requested replacement product must be available.

For standard exchanges, customers are generally responsible for the return shipping costs of the original product.

If the requested replacement is unavailable, you may request a refund instead.

For health supplements, exchanges remain subject to the applicable product safety and hygiene requirements.

Order Cancellations

If your order has not yet been processed or dispatched, cancellation may still be possible.

Please contact our customer service team as soon as possible.

Once an order has been dispatched, cancellation is no longer possible. However, you may request a return after receiving your order within our 30-day return period, subject to the conditions of this policy.

Your statutory cancellation and withdrawal rights remain unaffected.

Non-Returnable Items

The following items may be excluded from returns where legally permitted:

• Custom-made products

• Personalised items

• Gift cards

• Sealed products that are unsuitable for return due to health protection or hygiene reasons if the seal has been removed after delivery

• Products showing significant signs of use or damage that are not caused by a material or manufacturing defect

Important information for natural health supplements:

Certain sealed supplement products may not qualify for return under the statutory right of withdrawal if their protective seal has been removed after delivery and they are unsuitable for return for health protection or hygiene reasons.

An opened package is not automatically excluded from return; the applicable legal conditions must be met.

These exclusions do not affect your statutory rights relating to defective products or other applicable consumer protection rights.

Uncollected or Undeliverable Parcels

If a parcel is returned to us due to an incorrect or incomplete delivery address, refusal of delivery, or failure to collect the parcel, we will contact you once the goods have been returned.

If you request another delivery attempt, additional shipping costs may apply.

Refunds for Lost Parcels

If a parcel is lost during shipping, we will investigate the matter with the relevant shipping provider.

Once the investigation is completed, we will inform you of the next steps and an appropriate resolution.

Your statutory consumer rights remain unaffected.

Statutory Consumer Rights

This Return and Refund Policy does not restrict your statutory rights under German law.

Your statutory warranty, withdrawal, and consumer protection rights remain fully applicable.

Nothing in this policy excludes or limits any rights that cannot legally be excluded or restricted.

Contact Information

If you have any questions about returns, exchanges, or refunds, our customer service team will be happy to assist you.

Well Mora
Lindenweg 18
91320 Ebermannstadt
Germany

Email: info@wellmora.shop
Phone: +49 9194 795460

Website: https://wellmora.shop

Customer Service Hours

Monday to Friday: 09:00–17:00 (Berlin local time)

Saturday and Sunday: Closed