Returns

Express Wellness Returns & Exchanges Policy

We want you to feel confident when purchasing from Express Wellness. If something isn’t quite right, our team is here to help. Please read the details below to understand our returns, exchange, and cancellation process.

30-Day Returns Window

You may request a return or exchange within 30 days of receiving your item.

To qualify, the product must be:

• Unused
• In the same condition you received it
• In original packaging (including pallet wrap, crate, or protective materials for saunas and ice baths)
• Complete with all parts, accessories, and paperwork
• Accompanied by proof of purchase

Because our products are large and heavy, it is essential that all packaging is intact. Items that arrive unwrapped, partially unwrapped, or not secured to the pallet cannot be accepted.

All returns are sent at the buyer's expense.

You must contact our team before sending anything back. Items returned without prior approval will not be accepted.

Returns Process

Once your return request is approved, we will provide the return address and instructions.

Please repack the item carefully. If the product is returned used, damaged, incomplete, or harmed during transport due to poor packaging, a deduction may be applied to cover the loss in value. Express Wellness reserves the right to refuse a return if the condition does not meet the requirements of this policy.

All approved change-of-mind returns may incur a 20% restocking fee.

For exchanges, simply place a new order once your return has been inspected and approved.

Refunds

After your return arrives at our warehouse, we will inspect it and process your refund within 2 business days.

Refunds are issued to the original payment method.
Banks typically take 3 to 5 business days to release the funds.

Receiving Your Order

Please check your delivery carefully upon arrival.

• Any visible damage must be reported within 2 days of receiving your item.
• For faults or defects, please email photos and a short description to our support team.

We will assess the issue and arrange the appropriate solution as quickly as possible.

Order Cancellations

• Orders cancelled before dispatch will be refunded in full with no cancellation fee.
• Once an item has shipped, the buyer is responsible for all freight costs to and from the delivery location.

Non-Returnable Items and Limitations

Our warranty and returns policy does not cover:

• Products modified, altered, or repaired by unauthorised persons
• Damage caused by incorrect installation, misuse, or improper operation
• Exposure-related damage (for example, using an indoor sauna outdoors or in an unsheltered area)
• Normal wear and tear

Items failing to meet these conditions cannot be returned or refunded.

Need Help?

Our customer support team is here to assist with returns, exchanges, or questions about your order. Contact us anytime and we will guide you through the process.