Last updated: May 2026

At 1GRP Wellcare, we care about how every customer feels after their order arrives — not just at checkout. Each Moveon + Liveon system is quality-checked before it leaves us, and if something isn't right, we want to make it right. This page explains exactly when a refund or exchange applies and how to request one.

When You're Covered

We'll arrange a refund or exchange in any of these situations:

Adverse reaction. If you start the system and your body reacts badly, stop taking it straight away and reach out to us within 14 days of your first sachet. We may ask for a short description of what happened and a photo, so we can understand and help.

Arrived damaged or faulty. If your parcel turns up leaking, crushed, broken, or with a broken seal, let us know within 7 days of delivery. Please send clear photos of both the product and the outer packaging.

Wrong order sent. If we packed the wrong bundle, the wrong quantity, or the wrong items, that's on us — we'll send the correct order at no extra cost to you.

Production faults. Anything to do with a faulty seal, an incorrect expiry date, or a sachet that doesn't look consistent with the rest is fully covered.

When It Doesn't Apply

A refund or exchange won't apply in these cases:

• You've changed your mind after a box has been opened or any sachet has been consumed.
• The results didn't match what you'd hoped for. Moveon + Liveon supports your body's own repair process over time, and how quickly each person responds will differ.
• The product was bought from a reseller or a third-party seller. We can only stand behind orders placed through this official website.
• The request comes in after the time window listed above has passed.

How to Make a Request

To start a refund or exchange, just:

1. Message our customer care team on WhatsApp or through our contact page, within the time window that applies to your case.
2. Give us your order number, the name on the order, and a few lines explaining what went wrong.
3. Attach photos where they're relevant — a reaction, damage, or a wrong item.
4. We'll get back to you within 1–2 working days with what happens next.

How Refunds Are Returned

Once a refund is approved, it goes back to the same method you paid with:

• Credit or debit card: usually 5–10 working days, depending on your bank.

We'll email you the moment the refund is sent on our end. Please note that the original delivery charge isn't refunded unless the return was caused by a mistake on our side.

Sending the Product Back

For returns that qualify, we'll send you simple instructions on how to return the item. We ask that you pack it carefully so it isn't further damaged in transit. If the return is because the product was damaged, faulty, or incorrectly sent, we'll cover the return postage.

Exchanges Instead of Refunds

Prefer to swap rather than refund — say, moving to a different bundle size? We're glad to arrange that where stock allows. If there's a price difference, we'll either refund the difference to you or collect it, depending on which way it goes.

Need Help?

If anything about this policy is unclear, talk to us on WhatsApp +65 8658 8085 or Email us on info@1grpwellcare.com through our contact page.