Refund Policy

Last Updated: August 18, 2026

This Refund Policy applies to products purchased directly from getrenewell.com. “Renewell,” “we,” “us,” and “our” refer to ECOM GOD GROUP LIMITED. This Policy explains our voluntary first-order 90-day guarantee, standard returns, damaged or incorrect goods, subscription renewals, and refunds.

Our voluntary policies are in addition to rights and remedies that cannot be excluded under applicable consumer law.

1. Renewell 90-Day First-Order Guarantee

We offer a 90-day money-back guarantee on your first Renewell order so that you can try the product. The guarantee period begins on the date the first order is delivered.

To qualify:

• the request must relate to your first Renewell order placed through getrenewell.com;
• you must contact us within 90 days after delivery;
• the guarantee is limited to one first-order guarantee claim per customer or household; and
• you must provide the order number and enough information for us to verify the purchase.

Opened product from the first order may qualify. A multi-item or multi-bottle first order is treated as one first order. Unless we tell you that a return is required after reviewing the request, you do not need to send the product back.

The guarantee covers the product price paid for the eligible first order. Renewell provides free shipping, so there is no standard outbound shipping charge to refund. Optional services or charges, if any were expressly selected and separately charged, are not covered unless required by law or the service was not provided.

The 90-day guarantee does not reset for repeat purchases, replacement orders, exchanges, or subscription renewals after the initial subscription order. It does not limit remedies for faulty, damaged, misdescribed, or incorrect products.

To request the guarantee, email info@getrenewell.com with the subject “90-Day Guarantee,” your order number, and the email address used for the order.

2. Standard 60-Day Returns

Separate from the first-order guarantee, you may request a standard return within 60 days after receiving an item. To qualify under this voluntary return policy, the item must be unused, unopened where applicable, in the same condition in which you received it, and in its original packaging. You must provide a receipt or other proof of purchase.

Contact info@getrenewell.com before sending anything. If the return is approved, we will provide instructions and the correct return address. Do not send a return to our corporate contact address or any other address without written return authorization. Items sent without approval may not be identifiable or accepted.

Unless the item is faulty, damaged, incorrect, or applicable law requires otherwise, you are responsible for return shipping costs. Original free shipping does not create a shipping deduction from an approved standard return. We recommend retaining proof of return shipment.

3. Subscription Orders and Renewals

A first subscription order may qualify for the 90-day first-order guarantee if it is the customer’s first Renewell order and otherwise meets Section 1.

Later subscription renewal orders do not receive a new 90-day trial period. An unopened and unused renewal item may be returned under the standard 60-day return rules in Section 2. A renewal item that is faulty, damaged, incorrect, or otherwise nonconforming remains covered by Section 4 and by all mandatory consumer rights.

Cancelling a subscription stops future renewals after cancellation takes effect; it does not automatically cancel or refund a renewal order that has already been processed. If a renewal has already been processed, contact us promptly. We will assess whether the order can still be stopped and whether a return or refund is available under this Policy or applicable law.

There is no minimum subscription commitment. See our Subscription and Cancellation Policy for cancellation, pause, and rescheduling instructions.

4. Damaged, Defective, Incorrect, or Misdescribed Products

Inspect your order when it arrives. If a product is damaged, defective, incorrect, incomplete, or not as described, contact info@getrenewell.com as soon as reasonably possible. Include your order number, a description of the issue, and clear photographs where they can reasonably help us assess it. Do not discard the product or packaging until we have provided instructions, unless keeping it would be unsafe.

After assessment, we will provide an appropriate remedy, which may include replacement, repair where appropriate, price reduction, or refund. We will cover reasonable return costs when a return is required because the item is faulty, damaged, incorrect, or misdescribed. We may not require a return where photographs or other evidence are sufficient.

Nothing in this section restricts mandatory remedies. For example:

• UK consumers retain rights under the Consumer Rights Act 2015 and other applicable law;
• Australian consumers retain guarantees and remedies under Australian Consumer Law, including rights that may apply for a major failure;
• New Zealand consumers retain rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986;
• Canadian consumers retain applicable federal and provincial rights; and
• United States consumers retain applicable federal and state warranty and consumer-protection rights.

5. Change-of-Mind and Statutory Cancellation Rights

The voluntary standard return policy in Section 2 applies across the destinations we serve, subject to its conditions.

If you are a UK consumer purchasing at a distance, you generally have a statutory right to cancel many purchases within 14 days after receiving the goods and then return them within the period required by law. You must handle goods only as reasonably necessary to establish their nature, characteristics, and functioning. Exceptions may apply, including for sealed goods not suitable for return for health-protection or hygiene reasons once unsealed, and for other categories excluded by law. We will provide the refund and return-cost treatment required by applicable law.

Any other mandatory cooling-off or cancellation right applicable in your country, state, province, or territory remains unaffected.

6. Non-Returnable Items and Exceptions

Unless faulty or otherwise protected by mandatory law, we do not accept returns of:

• opened or used personal-care, hygiene, ingestible, or perishable goods that cannot safely be resold;
• personalized or custom products;
• hazardous materials, flammable liquids, or gases;
• gift cards; or
• items marked final sale where final-sale treatment is lawful and clearly disclosed before purchase.

These exclusions do not apply to an eligible first-order guarantee claim under Section 1, and they do not remove rights concerning faulty, unsafe, damaged, incorrect, or misdescribed goods.

7. Exchanges

If you want a different product, contact us. Depending on availability and the circumstances, we may arrange a replacement or ask you to complete an approved return and place a new order. Exchanges do not create a new 90-day first-order guarantee period.

8. Delayed, Lost, or Missing Shipments

If an order does not arrive within the timeframe stated in our Shipping Policy, contact info@getrenewell.com with your order number and tracking information. We will investigate. If the shipment cannot be located or delivered, we will provide a replacement or full refund, subject to your mandatory rights.

If tracking shows delivered but you cannot locate the parcel, check the delivery location, household members, neighbors, building reception or secure parcel location, and the tracking details, then contact us. We will assess the available evidence and work toward an appropriate resolution. We may request confirmation from the delivery service.

Incorrect or incomplete addresses may delay or prevent delivery. Contact us promptly if you notice an error. If an order is returned to sender, we will contact you about redelivery or refund options. Nothing in this section limits rights where Renewell or its delivery provider is legally responsible for delivery.

9. How to Start a Return or Refund Request

Email info@getrenewell.com before returning anything. Include:

• your order number;
• the email address used for the order;
• the item involved;
• the reason for the request; and
• photographs or tracking details where relevant.

If a return is approved, we will send return instructions and the appropriate return address. Return addresses may vary and are provided only after approval. The Hong Kong corporate address in our contact details is not a return address unless we expressly confirm it in writing for your case.

10. Refund Method and Timing

We will notify you after reviewing the request and, where a return is required, after receiving and inspecting it. Approved refunds are made to the original payment method within 10 business days after approval. Your bank or card provider may take additional time to post the credit.

If more than 15 business days have passed since we approved a refund, contact info@getrenewell.com. We cannot issue a refund to a different card, account, or person unless applicable law or the payment provider requires another method.

11. Abuse and Fraud

We may refuse a voluntary guarantee or return claim where there is reasonable evidence of fraud, material misrepresentation, abuse, or a product not purchased from getrenewell.com. This does not permit us to refuse a valid statutory claim.

12. Changes to This Policy

We may update this Policy by posting a revised version and changing the “Last Updated” date. Changes will not reduce the rights attached to an order placed before the change. Mandatory rights always apply.

13. Contact

Renewell
Email: info@getrenewell.com
Website: getrenewell.com

Obtain approved return instructions by email before sending any item.