Refund policy

Defects, returns, and refunds

Thank you for trusting WellBefore with your Medical Supplies needs. We sincerely appreciate you giving us the opportunity to keep you and your loved ones healthy with our medical supplies.

As with any shopping experience, there are terms and conditions that apply to transactions. Please keep in mind that by placing an order or making a purchase at WellBefore, you agree to the terms set forth in our Terms & Conditions. These terms apply equally to customers in the United States, Canada, the United Kingdom, Australia, the European Union (EU) members, and all other countries. If you are shopping from the United Kingdom, the European Union, or the EEA, the section UK, EU & EEA: your right of withdrawal below sets out additional rights that apply to you, and it takes precedence wherever it differs from the rest of this policy.

I’m not satisfied with my purchase

If you're not completely satisfied with your purchase, we're here to help! Please contact our customer service team, and we'll work to find the best solution for you. Below, you'll find the return process and the options available to assist you:

1. We can process a return authorization for the product you're not satisfied with. Once the return is authorized, our team will provide you with a return label so you can send the product back to us. For orders within the United States, we will cover the return shipping costs. For international orders, return shipping is the customer's responsibility (see details below).
2. For orders over $55, compensations such as WellBefore Gift Cards, Replacements, or Refunds, will be provided after items are received and reviewed at our warehouse. Compensations are based on the purchase price and verified for return standards. For orders under $55, Wellbefore Gift Cards, or Refunds are issued once tracking confirms the return.
3. Return Standards: Products returned must be unopened, unused, in their original packaging or wrapping, and in the same condition as when they were shipped. The only exception is the UK, EU and EEA right of withdrawal described below.

Some things you should keep in mind for returns:

• We accept return requests for US orders only within 14 calendar days from the delivery date of your order. You will receive an email confirming the delivery date, which you can refer to for timing. Return requests submitted after this 14-day period will not be accepted.
• For international orders (outside the United States), we accept return requests only within 14 calendar days from the delivery date. Customers are responsible for covering the carrier fees associated with returning these items.
• Some products are not eligible for returns or may require a pre-evaluation process. These exceptions are clearly indicated on the product page, and you may be asked to agree to this policy when adding such items to your cart.
• Opened boxes, bags, or wrappings are not eligible for returns, except where the UK, EU and EEA right of withdrawal described below applies. The original packaging must be returned in its original condition, free of any damages.
• Replacements will be processed like any regular purchase. Please note: we ship products within 24 business hours after confirming the return has been received and verified at our Warehouse. Delivery times are dependent on the courier and your location, including international destinations.
• Refunds may take 15 business days or more to appear on your account balance. This is a bank processing estimate, not our deadline: where the UK, EU and EEA right of withdrawal applies, we issue the refund within 14 calendar days, as set out below. This delay is due to the time financial institutions require to approve and process refunds from merchants. We recommend confirming this timeline with your financial institution.
• Partner-fulfilled items: Items marked “Fulfilled by” a partner brand on the product page follow the same return window and return standards. These returns are sent back to the partner’s facility instead of our warehouse — our team will provide the correct return label and instructions, and refunds or replacements may take a few extra business days while the partner receives and verifies the return.

UK, EU & EEA: your right of withdrawal

If you live in the United Kingdom, the European Union, or the EEA (Norway, Iceland, Liechtenstein), you have 14 days to cancel your order without giving a reason. UK customers hold this right under the Consumer Contracts Regulations 2013, and EU and EEA customers under Directive 2011/83/EU. The 14 days start on the day you, or someone you nominate, physically receive the goods. If your order arrives in several shipments, the period starts when you receive the last one. Where anything else in this policy conflicts with this section, this section applies.

• How to cancel: tell us in a clear statement before the 14 days are up. Email support@wellbefore.com with your order number. You may use the model withdrawal form below, but you do not have to.
• Your refund: once you tell us, we refund everything you paid, including standard delivery, within 14 days. If you chose a faster delivery option, we refund the standard rate. We may hold the refund until we receive the goods back, or until you show proof that you sent them.
• Return costs: you pay the cost of returning the goods.
• Handling the goods: you may unpack and inspect items to check what they are and whether they work, the same as you could in a shop. If you handle them more than that and their value drops, we may reduce your refund accordingly.
• When this right does not apply: under Article 16(e) of Directive 2011/83/EU, and regulation 28(3) of the UK Consumer Contracts Regulations 2013, the right of withdrawal does not apply to goods sealed for health protection or hygiene reasons if you have unsealed them after delivery. Most protective equipment we sell falls into this category, including masks, respirators, gloves, gowns, sanitizer and test kits. Our product pages carry a notice about this exception before you order. If a sealed item is still sealed, you can still return it under this section.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract. You do not have to use it.

To WellBefore (Social Medical Supply LLC d/b/a WellBefore), 2250 Morgan Parkway, Suite 100, Farmers Branch, TX 75234, United States — support@wellbefore.com:
I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on / received on:
Order number:
Name of consumer:
Address of consumer:
Signature of consumer (only if this form is notified on paper):
Date:

This section sits alongside your statutory rights and does not replace them.

My order is damaged or defective

In the unlikely event that you receive a defective item, whether due to a manufacturer defect or damage during shipping, please contact our team of Wellness Advisors. They will assist you in resolving the issue promptly. For defective merchandise, the following applies:

• For defective items, we will require pictures of the defects, packing slip or label, and the exact quantity of the affected items during the notification process.
• Any request without pictures and the correct quantity will be rejected.

My order never arrived or I’m missing an item

If your order didn’t arrive or if an item is missing, please contact our Wellness Advisors to report the issue. We will investigate and provide the best possible solution. Please keep the following in mind:

• Sometimes, shipping carriers make mistakes when scanning packages. In these rare instances, after opening an investigation with the carrier, we may ask you to wait a little longer to see if the package arrives at its destination.
• There are instances when a package may get lost in transit or at its destination. In such cases, if your package has not been located within 48 business hours of the delivery scan, please contact our customer representatives. We will process either a reshipment or compensation, based on your preference.
• Please note that we offer only one reshipment per order. It is crucial that you provide an address where the package will be safe and not at risk of being lost once delivered.

Some final notes

• When an entire order is returned, replacements, gift cards, or refunds will be calculated based only on the total amount paid for the products. Taxes and shipping costs are not included in returns due to fitting or discomfort issues.
• When returning defective items, refunds and gift cards will include taxes. If the entire order is returned, shipping costs will also be included.
• Returned item(s) or box(es) must be handed directly to the courier by the customer. Scheduled pickups are not available.
• Due to the nature of certain products, some orders may not be eligible for returns, refunds, or exchanges. Please read the product details carefully before adding items to your cart. No exceptions will be made for these orders, other than the UK, EU and EEA right of withdrawal described below.