In certain circumstances*, and entirely at the discretion of Grounded Wellness management, we will send the customer a pre-paid return label by email to return an incorrect or faulty item to us. The return label can either be printed at home by the customer or taken to a post office for scanning and printing. 

Please note that any pre-paid return label provided by Grounded Wellness in response to a return enquiry has a strict expiry date of 7 days from the date it is created. The expiry date is printed clearly on the label. 

If the customer fails to use the return label and does not return the item to Grounded Wellness within the 7 day time frame, the customer must pay the postage cost to return the item to Grounded Wellness. No extensions or exceptions will be granted and we will not issue a second return label. Furthermore, the cost of the unused pre-paid label which was paid for and provided by Grounded Wellness will be claimed back via a deduction from any refund or exchange to the customer. 

It is the sole responsibility of the customer to inform Grounded Wellness, prior to the return label being created, if they know that they will be unable to post the return back to us within the 7 day timeframe. In such an instance, we will delay sending the pre-paid return label to the customer. 

*pre-paid return labels will only be provided in the following exceptional circumstances if approved by Grounded Wellness management

• If the customer sends us proof, by way of a photograph, that we have sent an incorrect item
• If the customer sends us indisputable proof, as approved by Grounded Wellness management, by way of a photograph or video, that an item is faulty and if the item is within the relevant warranty period