Returns & Refunds
This Returns & Refunds Policy applies to products purchased from Juvenescence Wellness through our website. We've kept this clear and client-friendly — if you have questions, contact us before returning anything so we can help you quickly.
Return Window
Returns are accepted within 14 days of delivery for unused, unopened products in their original packaging with proof of purchase. For hygiene and safety reasons, we cannot accept returns on opened or used items unless they arrive damaged or defective.
Non-Returnable Items
The following items are final sale and not eligible for return or refund:
- Opened, used, or tampered products
- Products without original packaging or missing components
- Sale / clearance items (marked final sale)
- Gift cards and digital products
- Any item returned outside the 14-day return window
Damaged or Defective Items
If your order arrives damaged or defective, contact us within 48 hours of delivery. Include your order number and clear photos of the item, packaging, and shipping label. We will assess the issue and, where appropriate, offer a replacement or refund.
How to Start a Return
- Email info@juvenescencewellness.ca with your order number and the item(s) you want to return.
- Wait for return approval and instructions — unapproved returns may be refused.
- Ship the item(s) back in secure packaging to prevent damage in transit.
Return Shipping
Return shipping costs are the responsibility of the customer unless the return is due to an error on our part (wrong item shipped) or an item that arrived damaged or defective.
We recommend using a trackable shipping service. We are not responsible for returns lost in transit.
Refund Processing
Once your return is received and inspected, we will notify you of approval or denial. If approved, refunds are issued to the original payment method. Processing times vary by provider but typically appear within 5–10 business days after approval.
Exchanges
We do not offer direct exchanges through the website. If your return is approved, you may place a new order for the correct item. If we shipped the wrong item, contact us and we'll make it right.
Order Cancellations
If you need to cancel an order, contact us as soon as possible. If the order has already shipped, it will be treated as a return request under this policy.
Contact Us
Juvenescence Wellness
134 Cowichan Lake Rd, Lake Cowichan, BC V0R 2G0
Phone: 250-932-6171
Email: info@juvenescencewellness.ca
Note: This policy applies to retail products purchased online. Clinical services and treatments are governed by separate consent and booking terms.