You have 30 days from delivery to start a return. Faulty, damaged or incorrect items are put right at our cost; change-of-mind returns are accepted on unused items subject to return freight and a 15% restocking fee. Approved refunds are issued within 10 days of the item reaching us.
Return policy at a glance
| Return window | 30 days from the date of delivery (or collection, for local pickup) |
|---|---|
| Freight damage | Report within 48 hours of delivery, with photos |
| Return authorisation | Required for every return — contact us before sending anything back |
| Restocking fee | 15%, change-of-mind returns only |
| Refund timing | Within 10 days of the item reaching us and passing inspection |
| Refund method | To your original payment method |
Who pays for what
| Reason for return | Return freight | Restocking fee | Outcome |
|---|---|---|---|
| Item is defective or not as described | Paid by us | None | Full refund or replacement |
| We sent the wrong item, model or quantity | Paid by us | None | Full refund or the correct item |
| Damaged in transit (reported within 48 hours) | Paid by us | None | Full refund, replacement or repair |
| Change of mind (unused, uninstalled, original packaging) | Paid by you | 15% | Refund of the item price less the fee |
What we cannot accept back
Installed, assembled, filled or used means sold. Hot tubs, pools and saunas that have been installed, plumbed in, wired or filled with water, and furniture or equipment that has been assembled or used, cannot be returned for change of mind — only for a defect or our error. The following are not eligible for change-of-mind returns at all:
| Item type | Change-of-mind return? | Defect or our error? |
|---|---|---|
| Special order and made-to-order items (including custom fabric or finish selections) | No | Yes |
| Clearance and final-sale items | No | Yes |
| Installed, filled, assembled or used items | No | Yes |
| Intimate or sanitary goods | No | Yes |
| Gift cards | No | — |
How to start a return
- Contact us within 30 days of delivery at info@901wellness.ca, 672 203 4124 or through our contact form, with your order number and the reason for the return. For damage or a defect, include photos.
- We issue a return authorisation number and confirm how and where the item should be returned. Items sent back without an authorisation number cannot be processed.
- Pack the item securely, in its original packaging where possible, with your authorisation number clearly marked.
- When the item reaches us we inspect it and email you to confirm whether the return is approved.
- Approved refunds are issued to your original payment method within 10 days of the item reaching us.
Your refund
Refunds go back to the card or payment method used for the order. Once we issue a refund it can take a few extra business days for your bank or card issuer to post it. If you have not seen it after 10 business days, please check with your bank first, then contact us at info@901wellness.ca.
Exchanges
If you would like a different model, size or colour, the simplest route is to return the original item under this policy and place a new order. If the exchange is because the original item is defective or incorrect, we replace it at no cost to you.
Freight damage
Inspect your delivery before signing for it and note any visible damage on the carrier’s receipt. Report damage within 48 hours of delivery, with photos of the item and the packaging, to info@901wellness.ca. We cover freight both ways on confirmed transit damage.
Faults after 30 days
A fault that appears after the 30-day return window is handled under the manufacturer’s warranty rather than as a return. See Warranty information — we will help you make the claim. Nothing in this policy limits your rights under British Columbia consumer protection law.