1. Overview
This policy applies to returns, damaged products and refunds. Consumers may also have a statutory right of withdrawal, described separately in our Right of Withdrawal Policy.
2. Requesting a return
Contact [email protected] before sending an item. Include your name, order number, reason for return and, where relevant, clear photographs. We will provide return instructions and the correct return destination.
3. Return condition
Products should be returned complete, with accessories, instructions and original packaging where reasonably possible. You may inspect the product only to the extent necessary to establish its nature, characteristics and functioning. You may be responsible for diminished value caused by handling beyond that necessary inspection.
4. Return costs
For a change-of-mind withdrawal, the consumer generally bears the direct return cost unless Selynz states otherwise. If the product is defective, damaged on arrival or incorrect, we will provide appropriate instructions and bear costs where required by law.
5. Damaged, defective or incorrect items
Contact us promptly after delivery, keep all packaging and provide photographs. This procedure does not limit your statutory rights, including the legal guarantee of conformity.
6. Refund timing
When a refund is due following withdrawal, it will be processed within the period required by applicable law. We may withhold reimbursement until the goods are received or until you provide evidence of return, whichever occurs first.
7. Refund method
For orders paid to the courier, we may refund by bank transfer or another method agreed with you. We will request only the information reasonably required to complete the reimbursement.
8. Exclusions
Statutory exceptions may apply, including to sealed goods not suitable for return for health or hygiene reasons once unsealed, personalised goods, or other categories excluded by law. Any applicable exclusion will be communicated clearly.