Refund policy
Last Updated: Jul,11/2024
At Selenis, we strive to provide high-quality products and excellent customer service. Due to the personal and intimate nature of our products, we have specific guidelines for returns and refunds to ensure the safety and satisfaction of all our customers.
1. General Return Policy
Non-Returnable Items: For health and hygiene reasons, we cannot accept returns or exchanges for opened or used products. This includes, but is not limited to, intimate toys, lubricants, and other personal wellness items.
Eligibility: Unopened and unused items may be eligible for return within 14 days of purchase. To qualify, the item must be in its original packaging, unopened, and in the same condition that you received it.
2. Damaged or Defective Items
Reporting: If you receive a damaged or defective item, please contact us within 7 days of receipt. Email us at care@shopselenis.com with a detailed description of the issue and include photos of the damage or defect.
Resolution: Upon review, we will offer a replacement or a full refund for the damaged or defective item. Please note that the return of defective items may be required, and we will provide a prepaid shipping label for the return.
3. Refund Process
Approval: Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
Processing: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.
Partial Refunds: In certain situations, only partial refunds may be granted (e.g., any item not in its original condition, is damaged, or missing parts for reasons not due to our error).
4. Exchanges
Eligibility: We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at care@shopselenis.com and we will guide you through the process.
Process: Depending on where you live, the time it may take for your exchanged product to reach you may vary.
5. Shipping Returns
Responsibility: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Address: To return your product, you should mail it to: 5005 Dalhousie Dr NW Unit 175 #1435, Calgary, Alberta T3A 5R8, Canada
6. Lost or Stolen Packages
Responsibility: We are not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, we will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate.
7. Contact Us
If you have any questions about our Return and Refund Policy, please contact us at care@shopselenis.com