Last updated: 13 October 2026
We want you and your pet to be happy with your order. If something is not right, here is how returns and refunds work at Wellbrim.
Return window
You may return eligible items within 30 days of the delivery date.
Restocking fee
We do not charge a restocking fee. The restocking fee is £0.
Eligibility
Both defective and non-defective items can be returned. To be eligible, a return must include:
- the item itself, whether defective or non-defective;
- the original packaging;
- the original labels and all accessories, intact;
- proof of purchase (your order number).
How to return an item
- Email contact@wellbrim.com with your order number and the reason for the return.
- We reply within 24 hours (Monday to Friday) with return instructions and the return address.
- Send the item back using a tracked service and keep your proof of postage.
Please do not send anything back before contacting us, as we cannot process returns that arrive without a return reference.
Return label: we do not include a return label in your parcel. You arrange your own tracked return postage. If the item is defective, damaged or incorrect, we refund your return postage cost.
Who pays for return shipping
- Change of mind: you pay the cost of sending the item back.
- Defective, damaged or incorrect items: Wellbrim pays the cost of the return.
Refunds
Once we receive and check the returned item, we issue your refund within 5–10 business days. Refunds are made to the same payment method you used for the order. Your bank or card provider may take a few additional days to show the refund on your statement.
Defective, damaged or incorrect items
If your order arrives damaged, faulty or different from what you ordered, email us within 30 days of delivery with your order number and a photo of the problem. We will offer a replacement or a full refund, and we cover the return cost.
Cancelling an order
You can cancel an order for a full refund at any time before it has been dispatched. Once an order has been dispatched, the return process above applies.
Exceptions
For hygiene reasons, replacement water filters that have been opened or used can only be returned if they are faulty.
Your statutory rights
This 30-day policy is offered in addition to your legal rights as a consumer in the United Kingdom, including your right to cancel most online orders within 14 days of delivery and your rights if goods are faulty or not as described. Nothing in this policy affects those rights.
Contact us
Wellbrim
Email: contact@wellbrim.com
Address: 210 Brixton Hill, London SW2 1HE, United Kingdom
Phone: +44 7451 256428
Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM UK time (Europe/London)
We respond to emails within 24 hours (Mon–Fri).
Weekend messages are answered on Monday.