At *The Wellness Project (TWP)*, we’re committed to ensuring a positive experience with every order. If you receive the wrong or a damaged item, or have questions about your shipment, please review the following policy:
Incorrect Item Delivered
If you received a product different from what you ordered, here’s how to request a replacement:
If you received a product different from what you ordered, here’s how to request a replacement:
1. Initiate a Request:
Email hello@diocles-care.com within 3 days of delivery. Please include:
* Your order ID
* Clear photos of the product received
2. Review Process:
Our team will assess your request within 48 business hours.
3. Product Collection:
If approved, we’ll arrange pickup via our courier partner.
4. Alternate Return Option:
If reverse pickup isn’t available in your area, we’ll share an alternative return process.
5. Replacement or Refund:
* If the correct item is available, we will dispatch it promptly.
* If not, a full refund will be processed to your original payment method.
If your order arrives damaged:
1. Initiate a Request:
Contact us at [support@shop-twp.com](mailto:support@shop-twp.com) within 3 days of delivery with:
* Your order ID
* Photos of the damaged product and outer packaging
2. Review Process:
We’ll evaluate your claim within 48 business hours.
3. Product Collection:
If approved, a pickup will be scheduled.
4. Alternate Return Option:
If pickup is unavailable in your area, we’ll provide instructions for return shipping.
5. Replacement or Refund:
* A replacement will be sent, subject to availability
* If out of stock, a full refund will be issued
We are unable to accept returns or offer replacements under the following conditions:
* Product has been opened, used, or tampered with
* Original packaging (including labels, seals, boxes) is missing
* Request is made more than 3 days after delivery
* Product category is marked as non-returnable on the product page
Orders may be canceled before processing begins. Once an order is processed or shipped, it cannot be canceled.
If your cancellation is successful and payment has been made, a full refund will be issued to your original payment method.