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Returns & Refunds

IMPORTANT UPDATE: Due to Covid-19 and the nature of our products will be not accepting any returns till further notice.

In order for the return to be accepted, it must respect the following rules:


  • The product must never be used or opened;
  • The product has to be sealed in its original packaging, including the protective cellophane or labels (if any) –  if the product box has no mark or seal, you must keep intact the box, or any other packaging;
  • You shall ensure that the product conforms to all the accompanying components: samples, gifts, among others, respecting the original shipping conditions;

Any problems regarding products purchased on our website, after opening and using them, should be consulted with a certain manufacturer directly.

At Bwell Pharmacy, our main goal is your complete satisfaction so purchasing with us is easy and fully transparent where you can make a return request of a product within 14 workdays of its delivery.

Before attempting to return an order, you will need to contact our customer service team to request a returns authorization. It is very important that you wait for our email with the return information and save product(-s) under the same conditions that you’ve received them in order to return it. Observe the maximum period of 7 days after our confirmation of your order to send the product(-s) to our address along with any documents instructed by us.

After receiving the product(-s) back – if you proceed accordingly to all the information and the product(-s) are received by us in their original packaging – we will review the case within 5 working days and contact you via email providing confirmation. In case of refund, it can take extra 5-10 working days to be processed. You will receive an e-mail confirming your account has been credited once your refund is processed.

We are more than happy to cover/refund the cost of return when it is required due to our error.

We will not refund the cost of returning the order if the return is caused by the customer’s mistake or if the product(-s) is no longer wanted or required. These costs will need to be covered by you.


Return Process

In the first place, please contact our Customer Service team via e-mail ( to arrange your return.

We need you to let us know the order number and the item(-s) you want to return. Send that information along with an explanation of the situation to our email, attaching photos (if necessary). Upon receipt of these details, we will provide you with instructions and all the necessary information/documents needed to arrange the return. The return process is subject to approval.

Delivery costs occur when returning an order or an item from an order is subject to the customer.



You can cancel the order by contacting us, via email, as long as the order has not yet been shipped.

Please provide all necessary information regarding your order: order number or eventually full name used to place the order. We will get back to you via email informing you about the status of your order!

Please keep in mind that unless cancellation takes place before the shipment has been processed, your order cannot be stopped and will be delivered to you. At this point, you will be able to process a return.

After confirming the status of the order, we will process a refund back to the original account used to purchase the item.  It can up to 13 working days to be processed. You will receive an e-mail confirming your account has been credited once your refund is processed.


Faulty and wrong item(-s)

It is important that you check your order or items upon receipt and always before use. Although we try our best to prevent any damage to your goods during transportation, it is possible that problems may occur. We also have high standards when it comes to preparing your order however mistakes can occur from time to time. Please accept our apologies if you have received a damaged or wrong item. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate. Please provide details of the fault and attach pictures of the parcel and problematic product (-s) to your message so we can have any chance of evaluating the situation. As part of our customer objectives, we will do our utmost to resolve your query with speed, ease, and absolute minimal inconvenience.

We will review each case individually and provide the best solution possible. We can offer a refund, partial refund, discount for future purchase or reshipment of the item(-s).