Subscriptions

When you purchase a subscription, you'll receive repeat deliveries every 30 days. Subscriptions renew automatically at the end of each billing cycle.

Your payment details will be stored securely, and you'll be charged for each delivery at the discounted subscription rate unless you choose to pay in advance.

• Minimum Commitment: A minimum commitment of 3 recurring orders is required before you can cancel your subscription. Once this requirement is met, cancellation requests must be submitted at least 15 days before your next billing date to avoid being charged for the upcoming cycle.
• Pause or Skip anytime: Need a break? You can pause your subscription for up to 3 months or skip your next delivery at any time through your account portal or by contacting us. We will notify you 5 days in advance before your subscription resumes.
• Swap anytime: Want a different product? You can swap your subscription item at any time, as long as the request is submitted at least 5 business days before your next scheduled billing date.

To make any changes, reach out to hello@wellorahealth.my or manage your subscription directly through your account portal (accessible 24/7). A link to manage your subscription is also included in your order confirmation emails. Our team responds to all queries within 1–2 business days.

30-Day First-Order Money-Back Guarantee

We stand behind the quality of our formulations and want you to try them completely risk-free. If you are not satisfied with your purchase, first-time customers are eligible for a refund within 30 days of delivery under our 30-Day First-Order Guarantee.

• First-Time Customers Only: This guarantee applies exclusively to your first purchase with Wellora Health. Subsequent or repeat orders of the same product do not qualify.
• Timeframe: Your refund request must be submitted within 30 calendar days from the date your package was delivered.
• Eligible Units: The guarantee covers up to one opened unit per product type on your initial order. Multi-unit purchases beyond a single unit are eligible for a refund on one open item, while any remaining units must be returned unopened and in resalable condition.
• How to Claim: Contact our support team at hello@wellorahealth.my with your order number and registered email address to receive return instructions.
• Processing Fee: Approved guarantee refunds are subject to a 10% processing fee of the order value to cover administrative costs and inspection handling.
• Shipping Fees: Original shipping charges are non-refundable, and customers are responsible for covering all return shipping fees required to send items back to our facility.

Shipping & Delivery

Tracking information will be sent to your registered email address once your order has been dispatched. Subscription orders follow the same processing timelines.

Failed or missing deliveries — If your order has not arrived within the estimated window, please contact us at hello@wellorahealth.my with your order number. We will investigate with the carrier and provide an update within 2 business days.

Transit damage — If your order arrives damaged, please photograph both the outer packaging and the product immediately upon discovery. Contact us at hello@wellorahealth.my within 7 days of delivery.

Eligible Return Reasons

• Incorrect item(s) received
• Defective item(s) upon arrival
• Item damaged during transit

Return Conditions & Documentation

• Claims must be submitted within 7 days of delivery with visual proof (images or videos clearly showing the issue), unless making a claim under the 30-Day First-Order Guarantee.
• Condition of Items: Standard return or exchange items must be returned in their original, unopened, and resaleable condition. Products that have been opened or used are ineligible for a refund, except in cases of confirmed manufacturing defects, transit damage, or eligible first-order guarantee claims.
• All returns are subject to a thorough quality inspection upon arrival to determine resale eligibility.
• Exchanges are limited to the same product only.
• Returns apply exclusively to purchases made via Wellora Health's official website.

Refund Processing

Refunds are processed within 14–20 business days after the claim is approved. Please note that all standard approved refunds are subject to a 10% processing fee of the total order value. This fee covers the administrative costs and the mandatory inspection of the returned goods to verify whether they meet standard conditions to be safely relisted.

Once inspection is complete and approved, refunds are issued to the original payment method or as store credit, based on your preference where applicable, minus the processing fee.

Cashback & Vouchers

• Cashback associated with returned items will be deducted from the final refund amount.
• Used vouchers or cashback may be reissued with their remaining validity upon approval.
• Items redeemed entirely with cashback points are non-refundable.

Pre-Order Policy

• Pre-order purchases are final once placed.
• Refund requests based solely on delivery delays — including delays due to logistics or customs clearance — will not be entertained, as these are projections and not guaranteed timelines.
• If your pre-order item arrives incorrect or defective, our standard return policy applies from the date of delivery.

Payment & Failed Charges

If a payment fails on your billing date, we will automatically retry the charge and notify you by email. You will have 5 calendar days to update your payment details via your account portal or by contacting us. No items will be shipped for failed payment cycles.

If payment is not recovered after a few attempts, your subscription will be paused. Your subscription history and loyalty progress will be preserved — simply reactivate when you are ready.

You can update your payment method at any time through your account portal without needing to log out and back in. A direct update link is also included in all billing-related emails.