Last updated: 8 October 2026
This policy applies to orders placed on my.omniwell.store, operated by ULTRARE ENTERPRISE (202203216008), an authorised reseller of Wellous products.
Every product is quality-checked before it leaves us. If you're not happy, this page explains when you can get a refund or exchange and how to ask for one.
1. 30-day money-back guarantee
Try it properly. If you're not satisfied for any reason, including not seeing the results you hoped for, ask for a refund within 30 days of delivery. You can open and use one bottle of each product to see if it suits you.
- Time limit: request within 30 days of the delivery date.
- One opened bottle per product: you can open and try one bottle of each product. That bottle, or whatever is left of it, is refundable.
- Other bottles: any other bottles of the same product must come back unopened, in their original packaging, with seals and labels intact. Extra opened bottles are not refunded.
- Bundles (60-day and 90-day): the same rule applies. Return the one opened bottle plus the sealed bottles for a refund of all of them.
- What you get back: the amount you paid for the bottles you return. The original delivery charge is not refunded.
- Return postage: paid by you.
- Limit: one guarantee claim per customer.
- Where it applies: orders placed on my.omniwell.store only.
2. Damaged, faulty, wrong or missing items
These are always covered, separately from the guarantee and with no claim limit. We refund or replace at no cost to you, including all postage.
- Damaged in delivery: leaking, crushed or broken items, or a broken seal. Tell us within 7 days of delivery, with photos of the product and outer packaging.
- Production faults: a faulty seal, an incorrect or passed expiry date, or a unit that doesn't match the rest. Tell us as soon as you notice.
- Wrong order: the wrong product, quantity or items. Tell us within 7 days of delivery. We send the correct order, or refund you if you prefer.
- Missing parcel: your order hasn't arrived. Tell us within 5 days after the expected delivery date, or once 14 days have passed since you ordered, whichever comes first. We send a replacement, or refund you if a replacement isn't possible. Nothing needs to be returned.
3. Adverse reactions
If you react badly to a product, stop taking it straight away and see a doctor if symptoms are significant. Tell us within 14 days of first use with a short description, and a photo if relevant. We will refund the product, even if your 30-day guarantee has already been used.
4. When refunds don't apply
- Requests made after the time limits above.
- Products bought outside my.omniwell.store, for example from marketplaces, unauthorised sellers or other dealers. Please contact the seller you bought from.
- Opened bottles beyond the one per product allowed in section 1, and other bottles returned opened or without their seals and labels.
- A second guarantee claim beyond the limit in section 1.
- Items sent back without our approval, or that reach us after the return deadline in section 5.
- Damage caused after delivery, for example by improper storage.
These exclusions do not affect your rights under the Consumer Protection Act 1999.
5. How to make a request
- Message us on WhatsApp +60 10-666 7296 or email support@omniwell.store within the time limit that applies.
- Include your order number, the name on the order, and a few lines on what went wrong or why you're not satisfied.
- Attach photos for damage, wrong items or reactions.
- We reply within 1 to 2 working days. If we approve your request, we confirm it in writing by WhatsApp or email, with the next steps.
Sending items back. Please wait for our written approval before sending anything. We can't accept returns that arrive without it. Once approved, your return must reach us within 30 days, otherwise the request lapses. Pack items carefully and use a trackable service. Return address: ULTRARE ENTERPRISE (Returns), 2, Jalan BK 1/12, Bandar Kinrara, 47180 Puchong, Selangor, Malaysia. Send us your tracking number once posted.
6. How refunds are paid
We process approved refunds within 14 days of approval, or of receiving your return if one is needed. We email you once it's sent. The refund goes back to your original payment method:
- Credit or debit card: usually 5 to 10 working days after we send it, depending on your bank.
- FPX online banking: bank transfer to your account, usually 1 to 3 working days. We may ask for your bank details.
- E-wallet (GrabPay, Touch 'n Go): usually 1 to 7 working days, depending on the provider.
7. Exchanges, cancellations and your rights
Exchanges. Prefer a different product or bundle size? We'll arrange it where stock allows. If there's a price difference, we refund or collect the difference.
Cancellations. You can cancel free of charge before your order is dispatched by contacting us.
Your rights. This policy is in addition to your rights under Malaysian consumer law, including the Consumer Protection Act 1999. Nothing here takes those rights away.
Contact. WhatsApp +60 10-666 7296 or email support@omniwell.store. See also our Terms & Conditions.