Terms of delivery and returns

General

At WellO2 Oy, we are committed to adhering to the Fair Play Rules (Reilun Pelin Säännöt) of the Data and Marketing Association of Finland (DMA Finland / ASML), the Rules for E-Commerce (Sähköisen Kaupankäynnin Säännöt), and all relevant consumer trade laws.

• All products are sold in their current condition
• Prices include VAT for customers in the European Union
• We accept Visa, Visa Electron, and Mastercard for payment
• Delivery services are provided exclusively by DHL Express
• We currently offer delivery to the following EU countries: Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden
• For customers outside the EU, we deliver to Albania, Algeria, Andorra, Bosnia & Herzegovina, Canary Islands, Chile, Egypt, Faroe Islands, Iceland, Kosovo, North Macedonia, San Marino, Serbia, Tunisia, Turkey, and Uruguay
• Please note that if you are ordering from outside the EU, you are responsible for any customs and taxes that may apply. It is your responsibility to liaise with the relevant authorities in your country to take care of these charges
• To ensure you are protected in the event of any defects, please keep a copy of your purchase receipt or invoice. If you are not satisfied with your purchase, you have the right to return the product within 14 days provided that it is unused and the packaging seal is intact

Ordering instructions

By clicking the "Add to Cart" button you collect the items in your shopping cart. Once you've selected all the products you want, go to the checkout. Select a delivery and payment method and submit your order. Follow the instructions and continue to pay for your order. You will receive an order confirmation email immediately after ordering. If you are a registered customer, you can track the progress of your order. Purchasers under the age of 15 require parental consent. Our in-stock inventory is updated in real-time.

Force majeure

WellO2 Oy is not responsible in case the delivery of an order is hindered, complicated, or delayed for reasons outside the influence of WellO2 Oy, such as war, natural disasters, extreme weather conditions, export or import bans, a decision by a public authority, disruptions of public transport or energy distribution, labour disputes, or other similar activities that hamper or prevent the operations of WellO2 Oy.

Prices

The prices listed include VAT, but not delivery costs. The shopping cart always indicates the delivery costs. The product information for all products is displayed on our website and, if necessary, additional information is available via e-mail.

We reserve the right to adjust the prices in cases of manifest price errors. A manifest price error refers to a situation in which it is obvious that the price of a product is far too low as a result of an error. For example, a price error may be such that the price of a €20 product is shown as €1 due to technical or human error. In the event of such a case, we always contact the customer first. We always try to correct any technical or human errors as soon as possible.

Delivery cost of the order

• Delivery costs are displayed in the shopping cart and at checkout.
• Other than delivery costs, no other charges are added to the price.
• Delivery costs include VAT 25.5%.

Payment of order

The payment intermediation of the online store is carried out by Svea Payments Oy (business ID 2121703-0) in cooperation with banks and credit institutions. The use of this service does not require registration or additional charges. Svea Payments Oy is authorized for activities of payment institutions and electronic money institutions by the Financial Supervisory Authority. All data transfer and financial transactions are SSL protected, meaning that no third party can see your data. Svea Payments Oy (or our auxiliary name Maksuturva Group Oy) is shown as the payee.

Payment methods

Card payments (Visa, Visa Electron, Mastercard)

Paying with a card on our online store is easy and secure. Svea Payments Oy is responsible for card payments on our online store, in cooperation with Payment Highway and Bambora AB. During a transaction, credit card information is always processed over a secure network connection. Card numbers are not stored in the information systems of the online store or of Svea Payments Oy but are processed by the technical service provider Payment Highway.

Payment can also be made using the PayPal service.

Confirmation of order

Our shop will send you an automatic email confirming the order when the order has been successfully made. Depending on your email, the order confirmation may be filtered into the Junk or SPAM folder.

Delivery

We always process and pack your order as quickly as possible. 

Delivery time is 1–7 working days. If we cannot deliver in this time because the ordered product is not available due to incorrect in-stock inventory, or for any other reason, we will contact you by e-mail and agree on a subsequent delivery or refund the payment. Orders will be delivered by the delivery method of your choice.

Receiving a delivery

When the delivery arrives, carefully check the contents of the delivery by opening the package. If there is an error with the package, please contact our customer service. Keep the package and the included packaging papers until the matter is resolved.

Lost deliveries

It is possible to track deliveries using the delivery ID from DHL's website at https://mydhl.express.dhl/de/en/home.html#/getQuoteTab. If no shipment or arrival notification has been received within one week of shipment, please contact the DHL customer service  https://mydhl.express.dhl/de/en/help-center.html.

The loss of a delivery may also be caused by, for example, an unlocked mailbox, an invalid address, or a change of address. It is the customer's responsibility to solve the handling of the delivery with DHL in the event of a lost package, after which any claim for compensation can be dealt with. If a lost delivery arrives during the investigation process, the customer is obliged to report it.

Damaged packages

If you can see that it has been clearly damaged during transport (e.g. leakage or the package is broken), you must not redeem it upon delivery. If damage is detected when picking up the delivery or some or all of the products are damaged during transport, please contact DHL's customer service to address this further https://mydhl.express.dhl/de/en/help-center.html.

If the product appears to be defective, read these instructions first. Sometimes it may only be a temporary problem. If they do not help, please contact our customer service.

Check that the product is properly assembled and that you have properly plugged in the device. Please read the operating instructions carefully, as they provide all the instructions needed for using the device. You can also visit the www.wello2.com website for proper product assembly and use. Only connect the device to grounded outlets.

Personal products cannot be exchanged or returned due to hygiene reasons. We will of course replace defective products with new ones. If a product has been broken in transport, please contact info@wello2.com.

Cancellations and returns

If you wish to return the products or parts of the products you have ordered, please first always contact us by e-mail (info@wello2.com).

When you receive an order, first check that the package contains the items and pieces mentioned on the included receipt. Do not start to use the products until you have checked your order! If the delivery contains incorrect or additional products, do not open or use them. Report any deviations to us immediately. We cannot refund the price of non-returnable products. We process returns once a week. The price of the returned products will be refunded after processing.

Unopened and unused products have a 14-day right to return, in accordance with the Consumer Protection Act, from the time of receipt/pick-up. Because of the nature of the products (hygiene product), the right to return is not available for products opened or otherwise unsellable or used. You can return a product if unused and unopened and well packed in its original package. Please attach a copy of the receipt/delivery and the attached return form filled in.

You can get more detailed instructions for return from our customer service.

After checking the products, we will refund the money back to the account indicated by the returnee on the return form. Returns are processed once a week. For orders made using Svea's payment method, we will refund the returned product through Svea funding.

If the customer does not collect the delivery on time, or if the customer has entered their address information incorrectly or incompletely and the package is returned to us, we will charge the costs for the return and for resending the delivery. If the customer cancels the returned order, we will deduct the receiving and delivery costs from the amount refunded.

Liability issues

Please read the instructions for use carefully, and if you have any of the contraindications mentioned in the operating instructions or if you are unsure of your health, we advise you to consult a doctor before using the device. We will not be liable for any damages caused by misuse of the products. When you purchase the product, responsibility for the correct use and suitability of the product is transferred to you.

The appearance of the products may change and may be different from what is on our website. However, it does not affect the functionality of the product. We will always contact you in advance if the product information has changed.