Refund policy
At SisuWell, we are committed to providing premium wellness products and a professional customer experience. Due to the size, nature, and freight-shipping requirements of many of our products, the following return and refund terms apply to all orders placed through our website.
Order Cancellations
Orders may be canceled within 24 hours of purchase for a full refund, provided the order has not already entered processing or shipment preparation.
After 24 hours, cancellation requests may be subject to processing, restocking, storage, merchant, or freight-related fees depending on the status of the order.
Once an order has shipped, it can no longer be canceled.
Damaged or Defective Products
Customers must inspect all products immediately upon delivery.
If a product arrives damaged, defective, or with missing parts, customers must notify SisuWell within 48 hours of delivery by emailing hello@sisuwell.com with:
- Order number
- Photos of the product
- Photos of the packaging
- Description of the issue
Failure to report shipping damage within 48 hours may result in the claim being denied by the freight carrier or manufacturer.
SisuWell reserves the right to repair, replace, or provide replacement parts for damaged or defective products at our discretion and in accordance with the manufacturer’s policies.
Returns
Due to the nature of high-ticket wellness products, most orders are considered final sale once delivered.
We generally do not accept returns for:
- Buyer’s remorse
- Change of mind
- Improper installation
- Failure to read product specifications
- Normal wear and tear
- Minor cosmetic variations
- Products that have been opened, assembled, installed, or used
Approved return requests may be accepted on a case-by-case basis only if:
- The item is unused
- The item remains in original packaging
- The item has not been installed or assembled
- Return authorization has been approved in writing by SisuWell
Unauthorized returns will not be accepted.
Return Shipping & Restocking Fees
For approved non-defective returns:
- Customers are responsible for all return shipping costs
- Original outbound shipping costs are non-refundable
- Restocking fees of up to 20% may apply
- Additional freight, storage, rerouting, or carrier fees may also apply
Refunds will only be issued after the returned product has been received and inspected by the manufacturer or fulfillment warehouse.
Freight Delivery Responsibility
Many products sold by SisuWell ship via freight carrier.
Customers are responsible for:
- Providing accurate delivery information
- Being available for scheduled delivery appointments
- Inspecting shipments upon arrival
Additional charges resulting from missed deliveries, address changes, refused shipments, storage fees, or redelivery attempts may be the responsibility of the customer.
Refund Processing
Approved refunds are typically processed within 5–10 business days after the returned product has been inspected and approved by the manufacturer or fulfillment partner.
Refund timing may vary depending on the customer’s payment provider or financial institution.
Manufacturer Warranties
Many products sold through SisuWell include manufacturer warranties.
Warranty coverage, limitations, and claim procedures are determined by the respective manufacturer. SisuWell may assist customers with the warranty process but does not independently provide additional warranty coverage unless explicitly stated.
Chargebacks & Payment Disputes
Customers agree to contact SisuWell directly to resolve any issue before initiating a chargeback or payment dispute.
Fraudulent chargebacks, false delivery claims, or abuse of refund policies may be disputed with supporting documentation including shipment tracking, freight confirmations, delivery records, and communication history.
Contact Us
For any questions regarding returns, refunds, or shipping issues, please contact:
