If something doesn’t feel right, we are here to help.

The 45-day return window

You have forty-five (45) days from the date of delivery to request a return. We believe this is ample time to test a product and see if it works for your skin routine.

Please note: Gift cards and digital downloads are final sale and are not eligible for return due to the nature of those offerings.

Used product return policy

We understand that sometimes a product just isn’t the right fit for you and that’s okay. At Intelligent Wellbeing, we stand behind our products and want you to feel confident giving them a try. We do accept returns on gently used products.

However, to keep things fair and sustainable for everyone, the following guidelines apply:

• Reasonable amount remaining: A reasonable amount of the product must remain in the container. We cannot accept empty or nearly-empty containers for refund or replacement.
• Usage duration: We take into account how long you’ve had the product and how much of it has been used when evaluating a return.
• Good faith: If it appears that a product was mostly used with the intention of receiving a refund (i.e., the product is nearly or completely empty), we may decline the return.

Our goal is to support genuine dissatisfaction, not to penalize honest customers, but also not to enable “free product” abuse. We simply ask for good-faith use on both sides.

Free gifts & bundles

When an order includes a free gift or promotional item, those items must adhere to our “Used Product Return Policy” above in order to receive a full refund.

If free gifts are not returned, the retail value of the gift will be deducted from your refund. These gifts are included as a thank-you, but they are part of the transaction and must be accounted for in the case of a return.

Promotional gift tier returns

Some orders qualify for free gifts based on a minimum order value threshold. If you return an item and the resulting order total falls below that threshold, the free gifts tied to that tier are no longer covered by the promotion.

In this situation, one of the following applies:

• Return the free gifts along with the item: If all promotional gifts are returned in unused, unopened condition, we will process a full refund for the returned item.
• Keep the free gifts: If you choose to keep the promotional gifts, the retail value of those items will be deducted from your refund. Depending on the value of the gifts and the item being returned, this may result in a significantly reduced refund.

We will always walk you through the math before processing anything, so you can make the choice that makes the most sense for you. In many cases, an exchange for a different product is a better outcome than a return. If that sounds useful, just let us know when you reach out.

The Heritage Starter Set 45-day guarantee

We are proud to offer a special “No return required” guarantee specifically for The Heritage Starter Set. If the product you tried doesn’t meet your expectations within your 45-day window, you can receive a full refund for the bundle, and you may keep the first 1oz balm you paid for and tried.

Heritage Starter Set refund requirements

To protect against fraudulent “product didn’t work” claims and ensure we can continue offering this generous policy to honest customers, the following strict conditions apply to The Heritage Starter Set:

• Free gifts must be returned: The “No return required” promise applies only to the one 1oz balm you tried. The free gifts included in your set (the additional Free 1oz Balm and the free gift of your choice) are not free to keep if you are requesting a refund. They must be returned to us to process your refund.
• Unopened & unused condition: To qualify for a full refund on your starter set, the returned free gifts must be entirely unopened, unused, and in their original packaging.
• Value deduction: If the free gifts are not returned to us, or if they are returned opened or used, the full retail value of those free items will be deducted from your refund amount. This may result in no refund being issued.
• Limit one per customer: This specific guarantee is strictly limited to your first purchase of The Heritage Starter Set. It applies to one order per customer, household, or shipping address. Abuse of this policy will result in a ban from future purchases.

BOGO (Buy One, Get One) returns

Our Buy One, Get One (BOGO) promotions are a fantastic way to save, but they come with specific return rules to keep things fair. When you use a BOGO offer, you are essentially purchasing two items at a 50% discount each.

• If you return BOTH items: You will receive a full refund for the amount you paid.
• If you return ONE item and keep the other: The second item is not free to keep. If both items are not returned together, we will deduct 50% of the standard retail price of the kept item from your final refund.

To put it simply: if you want your full money back, both the purchased item and the promotional item must be returned.

Replacements instead of refunds (missing deliveries)

If your tracking number shows “Delivered” but you did not receive your package, we do not issue refunds.

Depending on the specific circumstances, we may provide a one-time replacement of the same items to the original shipping address. This policy is designed to take care of honest customers experiencing a genuine shipping mishap; it is not a guarantee that you will receive free replacement products every time an order goes missing.

Please note: If your shipping address has claimed more than one missing delivery in your order history, we reserve the right to reject requests for replacements or refunds. We monitor these requests closely to protect our small business from fraud and deal hunters. Please double-check your shipping address and choose a secure delivery location before placing an order.

Refunds & return shipping

• Refunds (eligible returns only): Refunds are only issued once returned products have been received and inspected. If your return is approved, the refund will be processed back to your original payment method.
• Defective or incorrect items: If we made a mistake or the item arrived damaged, we cover the return shipping and will send a replacement at no cost.
• Standard returns: For all other returns, customers are responsible for return shipping costs. We strongly recommend using a trackable shipping service, as we cannot guarantee refunds for returns that do not reach us.

Exchanges

If you would like to exchange a product, we are happy to swap unopened items for another product within the forty-five day window. Exchanges are processed after the original item is returned.

Important notes

We strive to keep this policy generous yet sustainable. Abuse of our free gift or replacement policy may result in restrictions on future orders. Thank you for understanding and for supporting regenerative, real-deal wellness with Intelligent Wellbeing.

How to start a return

To begin a return, email our support team with your order number and the reason for your request. We will provide instructions on how to send the product back.