Wellnece Service & Repair Policy

This Service, Repair & Warranty Support Policy applies to eligible products purchased directly from Wellnece or through an approved Wellnece sales channel.

This policy explains how Wellnece handles support requests, troubleshooting, inspections, repairs, replacement parts, product collection, warranty support and customer responsibilities.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Eligible Products

Service and warranty support is available for eligible products purchased from Wellnece.

Customers may be asked to provide proof of purchase, including:

  • Wellnece order number

  • Invoice or receipt

  • Registered email address

  • Registered telephone number

  • Product model

  • Product serial number, where applicable

Products purchased from another retailer or unauthorised seller may not qualify for Wellnece warranty or free service support.

2. Different Brands and Products

Wellnece sells products from different brands.

Warranty periods, service coverage and repair arrangements may therefore vary depending on:

  • Product

  • Brand

  • Manufacturer

  • Warranty provided at the time of purchase

The warranty and service terms shown on the product page or confirmed when the product was purchased will apply.

3. Expert Support

Wellnece provides Expert Support for eligible products.

If you experience a problem with your product, please contact our support team first.

Our team may provide:

  • Troubleshooting assistance

  • Remote support

  • Product guidance

  • Technical assessment

  • Repair arrangements

  • Replacement parts

  • Inspection

  • Collection where required

Where necessary, Wellnece may arrange suitable local technical support to inspect or repair the product.

4. Service Request Process

When requesting support, we may ask you to provide:

  • Customer name

  • Order number

  • Product model

  • Serial number, where applicable

  • Delivery address

  • Description of the problem

  • Photos or videos showing the issue

  • Photos showing the overall product condition

  • Any error messages

  • Details of unusual sound, movement or function

Providing clear information helps us identify the problem and arrange the correct support.

5. Photos and Videos

Before arranging inspection, repair or collection, Wellnece may request photos or videos showing:

  • The reported problem

  • Product condition

  • Visible damage

  • Controls or display

  • Power connection

  • Product placement

  • Unusual movement or sound

This helps our support team understand the issue before arranging further service.

6. Remote Troubleshooting

Some issues may be resolved without an in-person visit.

Wellnece may first provide troubleshooting instructions through:

  • Email

  • Telephone

  • Video call

  • Messaging

  • Photos or videos

  • Product instructions

Customers should follow troubleshooting instructions carefully.

7. Inspection and Repair

Where remote support cannot resolve the issue, further inspection or repair may be required.

Depending on the product and location, Wellnece may arrange:

  • Local inspection

  • Product repair

  • Replacement parts

  • Product collection

  • Another suitable service solution

The correct service method will be determined after reviewing the reported issue.

8. Product Collection

If a product needs further inspection or repair, Wellnece may arrange for it to be collected.

Collection for inspection or repair does not automatically mean that the product has been:

  • Returned

  • Refunded

  • Exchanged

  • Cancelled

After service is completed, the repaired product will normally be returned to the customer.

9. Service Times

Service and repair times depend on:

  • Type of fault

  • Product

  • Brand

  • Parts availability

  • Location

  • Technical requirements

Minor issues may be resolved quickly, while repairs requiring parts or further technical assessment may take longer.

We will provide an estimated timeframe where possible.

Any timeframe provided is an estimate and may change after inspection.

10. Replacement Parts

Parts availability depends on:

  • Product model

  • Product age

  • Manufacturer availability

  • Stock availability

  • Whether the product or part has been discontinued

Where an original part is unavailable, an appropriate compatible or equivalent solution may be offered where suitable.

11. Warranty Repairs

Where a fault is covered by the applicable product warranty, eligible repair and service costs will be handled according to that warranty.

The applicable warranty period may vary between different products and brands.

Warranty coverage does not automatically apply to every issue.

All warranty claims are subject to assessment of the fault, product condition and warranty terms.

12. Service Outside Warranty

Wellnece may continue to provide or arrange support after the applicable warranty period has expired.

Outside warranty, charges may apply for:

  • Labour

  • Inspection

  • Replacement parts

  • Collection

  • Delivery

  • Transport

  • Third-party services

If charges apply, we will inform you before chargeable repair work proceeds.

13. Repair Quotations

For chargeable repairs, Wellnece may provide a repair quotation.

The quotation may include:

  • Labour

  • Parts

  • Inspection

  • Collection

  • Delivery

  • Transport

  • Other repair-related costs

Where approval is required, chargeable repair work will proceed after the customer accepts the quotation.

If further problems are discovered during inspection, an updated quotation may be provided.

14. Warranty Exclusions

Warranty or free service may not apply where the issue results from:

  • Accidental damage

  • Misuse

  • Improper use

  • Unauthorised repair

  • Unauthorised modification

  • Customer-caused damage

  • Incorrect electrical supply

  • Water or liquid damage

  • Excessive moisture

  • Fire or heat damage

  • Physical impact

  • Incorrect movement or transportation

  • Failure to follow product instructions

  • Normal wear and tear

  • Cosmetic damage after delivery

  • Commercial use where the product is designed only for residential use

  • Damage caused by a third-party service provider not authorised for the repair

Specific exclusions may vary depending on the product and manufacturer.

15. Unauthorised Repairs

Customers should contact Wellnece before arranging independent technical repairs during the warranty period.

Unauthorised opening, modification or repair may affect the manufacturer's warranty where the unauthorised work causes or contributes to the fault.

If third-party repair causes additional damage, that damage may not be covered under warranty.

16. Product Condition

Products submitted for inspection or repair should be in a reasonable and safe condition.

Wellnece may refuse or delay service if a product is:

  • Unsafe to handle

  • Heavily contaminated

  • Wet

  • Infested

  • Inaccessible

  • In a condition that creates a health or safety risk

Additional cleaning or handling charges may apply where appropriate.

17. Access for Service

Where an in-home inspection or service visit is arranged, the customer is responsible for providing reasonable access to the product.

This may include:

  • Building access

  • Parking access

  • Lift access

  • Permission from building management

  • Safe access to the room

  • Sufficient working space around the product

If access cannot be provided, the service visit may need to be rearranged.

18. Large and Heavy Products

Some products sold by Wellnece, including massage chairs and furniture, are large and heavy.

Customers should make sure there is sufficient space for:

  • Inspection

  • Repair

  • Movement

  • Collection

  • Re-delivery

If special equipment, additional manpower or specialist handling is required, additional charges may apply where appropriate.

19. Customer-Side Movement

Wellnece is not responsible for damage caused when a product is moved, transported, dismantled or handled by the customer or an unauthorised third party.

Damage caused during customer-arranged movement may not qualify for free warranty repair.

20. Failed or Missed Appointments

The customer or an authorised person should be available at the agreed service time.

If a confirmed visit cannot be completed because:

  • Nobody is available

  • Access is refused

  • Building access has not been arranged

  • The product cannot be accessed safely

the visit may need to be rescheduled.

Additional costs may apply for repeated failed visits where permitted.

21. Customer Delays or Non-Response

If the customer does not:

  • Respond to communication

  • Approve a quotation

  • Provide requested information

  • Arrange access

  • Accept return delivery

the service process may be paused until the required action is completed.

22. Product Storage

Once repair or inspection is complete, customers should accept return delivery or arrange collection within the period communicated by Wellnece.

If the customer repeatedly fails to respond or accept the product, reasonable storage or re-delivery charges may apply where permitted.

23. Delivery Damage

If you believe your product was damaged during delivery, please contact Wellnece as soon as possible.

Where possible, provide:

  • Photos of the product

  • Photos of the packaging

  • Photos of the damaged area

  • Order details

This will help us assess the issue quickly.

24. Product Acceptance

Customers should inspect their product after delivery.

Any visible damage or obvious issue should be reported as soon as reasonably possible.

Reporting an issue quickly helps Wellnece investigate whether the issue relates to delivery, manufacturing or later use.

Your statutory rights are not affected.

25. Respectful and Safe Service

Wellnece staff, support providers, delivery teams and service partners have the right to work in a safe environment.

Wellnece may pause or reschedule a service visit where there is:

  • Threatening behaviour

  • Abuse

  • Unsafe working conditions

  • Serious access or safety concerns

Support can continue once a safe and appropriate service environment is available.

26. Delays Outside Our Control

Service may occasionally be delayed by circumstances outside Wellnece's reasonable control, including:

  • Parts shortages

  • Supplier delays

  • Manufacturer delays

  • Shipping delays

  • Severe weather

  • Transport disruption

  • Customs delays

  • Building restrictions

  • Discontinued products or parts

Where possible, we will keep you informed of significant delays.

27. Manufacturer Support

Some products may be serviced directly by the manufacturer or an authorised service provider.

Where applicable, Wellnece may coordinate with the manufacturer or direct the customer to the appropriate support process.

Wellnece remains available to assist customers with products purchased directly from us.

28. Refunds and Replacements

A request for repair does not automatically qualify for a refund or full product replacement.

Where applicable, the available solution will depend on:

  • The nature of the fault

  • Product condition

  • Warranty terms

  • Repair options

  • Your statutory consumer rights

Please refer to our Returns & Refund Policy for further information.

29. UK Consumer Rights

Nothing in this Service & Repair Policy removes or limits your statutory consumer rights.

If a product is faulty, not as described or not fit for purpose, you may have legal rights under UK consumer law separate from any manufacturer's warranty or Wellnece service policy.

30. How to Request Service

To request service or repair support, please contact Wellnece Customer Support.

Please provide:

  • Your order number

  • Product details

  • Description of the problem

  • Photos or videos where relevant

Our team will review your request and advise you on the next step.

31. Policy Updates

Wellnece may update this Service & Repair Policy from time to time.

For existing purchases, applicable warranty and service coverage will continue to be considered according to the terms provided at the time of purchase and applicable UK law.