Refund policy
Return & Refund Policy — DWN
Last Updated: September 2026
At DWN, we strive to ensure complete satisfaction with your wellness products. As a retailer operating through partner fulfillment networks and health and safety regulations, please review our return and refund guidelines carefully before completing your purchase.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, mislabeled, or shipped incorrectly, please notify us within 30 days of delivery. Submit your claim here for quicker service use the return portal email at DWNsupport@directwellnessnow.com or through our contact page, including:
- Your order number
- Clear photographs of the affected item(s) and packaging
- A brief description of the issue
Upon approval, we will either replace the item or issue a full refund at no cost to you. Replacements generally ship within 3–5 business days of approval. No processing fees apply for supplier errors.
Returns & Processing Fees
Unopened & Factory-Sealed Items
Unopened items in their original condition may be returned within 30 days of delivery. Cash refunds back to your original payment method are subject to a 10% processing fee deducted from the refund total to cover return handling. Original shipping charges are non-refundable.
| Item Type | Return Window | Processing Fee | Shipping Refund |
|---|---|---|---|
| Unopened, factory-sealed | 30 days from delivery | 10% of item price | Not refunded |
| Defective/damaged | 30 days from delivery | None | Not applicable |
| Opened/used supplements | Not eligible | N/A | N/A |
Processing Fee Breakdown
The 10% processing fee covers:
- Return receipt and inspection labor
- Restocking coordination
- Payment gateway processing charges
- Fulfillment system updates
Example: On a $100 item, you would receive $90 (minus original shipping).
Alternative: Store Credit
To avoid the processing fee, customers may opt for store credit instead of cash refund. Store credit is issued at 100% of the item value (excluding shipping) and does not incur the processing deduction.
- Valid for 12 months from issuance
- Can be applied to any future order
- Does not expire during active account status
This option preserves your investment while giving you purchasing power within our store.
Return Authorization Required
All returns require prior authorization. Contact us at DWNsupport@directwellnessnow.com before shipping any items back. Unauthorized returns will not be accepted and may be discarded.
Health & Safety Restrictions
Due to food and supplement safety regulations, opened, used, or consumed products cannot be returned for hygiene and compliance reasons. This policy protects all customers by maintaining product integrity throughout the supply chain.
Non-Refundable Situations
We cannot process refunds, returns, or replacements in the following circumstances:
| Situation | Resolution |
|---|---|
| Incorrect/insufficient shipping address | Customer bears reshipping costs; address errors are non-refundable |
| Unclaimed or refused packages | Customer bears reshipping costs; unclaimed shipments may be destroyed by carriers without replacement eligibility |
| Orders confirmed delivered by carrier | Contact the shipping carrier directly; delivered orders are non-refundable |
| Customs rejection or duties (international) | Import fees and customs compliance are the customer's responsibility |
| Buyer's remorse / change of mind | Not eligible for return once product ships |
| Cancellation after production begins | Orders entered into fulfillment within 1 hour may not be cancellable |
| Subscription renewals after billing | Already-shipped subscription orders are non-refundable |
Store Credit Option (Discretionary)
At our sole discretion, we may offer store credit instead of a monetary refund for situations outside standard returns. Store credit:
- Is valid for 12 months from issuance
- Can be applied to any future order
- Does not expire during active account status
- May be offered as an alternative resolution for partial dissatisfaction cases
Note: Store credit issuance is evaluated on a case-by-case basis and does not constitute an obligation.
Subscription Orders
- Cancel anytime before your next billing date
- Already-shipped subscription orders are non-refundable
- First-order defects receive full replacement or refund
- Renewal defects must be reported within 30 days
- Skipped or paused shipments are not eligible for refunds
Refund Processing Timeline
Approved refunds are processed within 5–10 business days to your original payment method. Processing times vary by bank or card provider. If you have not received your refund after this period, please contact your financial institution first, then reach out to our support team for assistance.
EU Customers — Right of Withdrawal
Customers within the European Union have a 14-day cooling-off period under consumer protection regulations. To exercise this right:
- You must accept delivery of the goods
- Refusing or failing to collect your package may forfeit your withdrawal rights
- Opened supplement products remain non-returnable for health compliance reasons
Third-Party Fulfillment Disclosure
All DWN products are fulfilled through our network of supply and fulfillment partners. Please note:
- Returns sent to us cannot be processed — products must remain at your location or be coordinated directly with support
- Damaged items — We coordinate replacement directly with our partners; no return needed
- Unopened defects — Full replacement arranged without requiring return shipment
- Opened products — Cannot be returned per health regulations; store credit may be offered at discretion
- Partner limitations — Some manufacturers prohibit all returns except verified defects
All refunds or replacements comply with partner terms and applicable health regulations.
Checkout+ Coverage Limitations
Checkout+ coverage applies to qualifying unopened items only:
❌ Opened/used supplements excluded (health regulations)
❌ Change-of-mind returns still subject to 10% processing fee
✅ Label shipping cost covered for eligible returns
✅ Exchanges remain free shipping (as per standard policy)
Coverage does not override health and safety restrictions.
Questions?
Contact our support team anytime at DWNsupport@directwellnessnow.com or visit our contact page. We're committed to resolving legitimate concerns fairly and promptly.
This policy is subject to change at any time. Please review it regularly for updates.