Política de reembolso

At Wellness Pro De La Rosa SRL, our goal is to ensure a transparent and secure shopping experience. This policy governs the terms of voluntary returns, cancellations, warranty claims, and refunds, in strict compliance with the Dominican Consumer Protection Law No. 358-05 and applicable regulations in the Dominican Republic.

1. Voluntary Return Window & Eligibility Criteria

For voluntary buyer’s remorse returns, we offer an extended return window of 90 calendar days from the product delivery date.

Eligibility Conditions for Voluntary Returns:

  • The product must be unused, uninstalled, and in the exact same condition in which it was delivered.

  • It must be kept in its original factory-sealed packaging with all manuals, parts, and accessories included.

  • The original tax invoice or proof of purchase (NCF) must be presented.

Exceptions & Non-Returnable Items:

  • Products that have been opened, assembled, or installed by the customer or by our technical crew (these fall under the Technical Warranty Policy).

  • Clearance items or final promotional sales.

  • Any return request submitted after the 90 calendar days have elapsed.

2. Order Cancellation Policy

  • Customers may cancel their order free of charge within the first 12 business hours following purchase, provided the order has not been dispatched and the formal shipping confirmation email has not been sent.

  • If a cancellation is requested after dispatch notification, the order will be processed under the terms of a Voluntary Return (subject to restocking and freight fees).

3. Logistical Costs & Restocking Fee

A. Restocking Fee

Any duly authorized voluntary return will be subject to a 30% restocking fee based on the product’s invoice value. This fee covers inventory restocking, technical inspection, and tax processing operations.

B. Freight & Transport Fees

  • Original shipping and installation freight costs are non-refundable.

  • All transport costs required to return the item to our facilities are the sole responsibility of the customer. Alternatively, the customer may drop off the product directly at our primary Santiago warehouse at no extra transport charge, upon prior authorization and appointment scheduling.

Summary of Fees for Voluntary Returns:

Expense Concept Responsibility / Fee
Restocking Fee 30% of order value (Applies strictly to voluntary returns)
Initial Shipping / Freight Non-refundable
Return Shipping Cost Borne by Customer (or free warehouse drop-off in Santiago)
Packaging Condition Must be original, unopened, and factory-sealed

4. Factory Defects & Warranty Claims (Law 358-05)

In accordance with Dominican Consumer Law No. 358-05:

  • Repair, Replacement, or Full Refund: If a product exhibits hidden factory defects or mechanical failures not caused by misuse or improper electrical installation, the customer is entitled to free repair, unit replacement, or a full refund to the original payment method.

  • Fee Exemption: Returns resulting from verified factory defects or warranty claims are exempt from the 30% restocking fee and return shipping charges.

  • Inspection Protocol: Customers must report any visible transit damage within 48 hours of receipt, providing clear high-resolution photos and videos showing the defect and shipping label.

5. Refund Methods, Store Credits & Currency Conversion

  1. Voluntary Returns: Store credit will be issued via an Online Store Credit Note for use on Wellness Pro’s website within 15 to 30 business days following inspection approval.

  2. Factory Defects or Non-Compliance: Refunds will be credited to the original payment method used (Credit/Debit Card or Wire Transfer).

  3. Currency Conversion: Purchases and refunds processed in Foreign Currency (USD) will be settled or refunded in Dominican Pesos (RD$) using the official selling exchange rate published by the Central Bank of the Dominican Republic on the date the refund is issued.

  4. Tax Handling (ITBIS): ITBIS tax reversals (18%) will be executed through a Credit Note Fiscal Receipt (NCF Type B04) according to DGII tax regulations.

6. Gifts & Exchanges

  • Items Marked as Gifts: If the item was marked as a gift when purchased and shipped directly to the recipient, a digital gift credit will be issued for the net return value after inspection.

  • Unmarked Gifts: The credit or refund will be applied directly to the original purchaser's account.

7. Return Address & Instructions

To return an authorized item, please ship or deliver it to:

Wellness Pro De La Rosa SRL

Address: Avenida República Argentina #3, La Española

Postal Code: 51043, Santiago, Dominican Republic

Support Email: info@wellness-pro.com

We recommend using a trackable courier service and purchasing shipping insurance for items valued over US $75.00.