Return and Refund Policy

Last updated: 22 September 2026

We want you to feel confident shopping with SÉLUNE. This policy explains how cancellations, returns, damaged products and refunds are handled.

Nothing in this policy limits your statutory consumer rights.

Cancelling an Order Before Dispatch

If you need to change or cancel an order, contact us as soon as possible using our Contact page and include your order number.

We will try to help before fulfilment begins. However, we cannot guarantee that an order can be changed or cancelled after it has been processed or dispatched.

Change-of-Mind Returns

If you are a UK customer, you may tell us that you wish to cancel your online purchase within 14 days after receiving it.

After notifying us, you must return the eligible product within a further 14 days.

To request a return:

1. Contact us through our Contact page.

2. Include your order number and the item you wish to return.

3. Wait for our return instructions and return address.

4. Package the product securely and send it using a trackable service.

Please do not send a product back without contacting us first.

Return Conditions

To qualify for a change-of-mind return, the product must be:

• Unused and in its original condition

• Returned with its original packaging

• Complete with all accessories, cables, manuals and protective components

• Accompanied by proof of purchase

• Returned without signs of damage, misuse or excessive handling

You may inspect a product as you reasonably would in a physical shop. If handling has reduced its value, we may make a reasonable deduction from the refund where permitted by law.

Hygiene-Sealed Products

Some SÉLUNE products are personal-care items supplied with protective or hygiene seals.

For health and hygiene reasons, a sealed product may not be eligible for a change-of-mind return after its hygiene seal has been removed or broken.

This exception does not affect your rights if the product is faulty, damaged, incorrectly supplied or not as described.

Return Shipping Costs

For a change-of-mind return, you are responsible for the return shipping cost unless we confirm otherwise.

We recommend using a tracked service and retaining proof of postage. SÉLUNE cannot be responsible for a return that is lost or damaged before reaching the designated return address.

If a product is faulty, damaged on arrival or incorrectly supplied, contact us before returning it. Where required, we will provide appropriate return instructions and cover reasonable return costs.

Faulty or Incorrect Products

Please inspect your order after delivery.

Contact us promptly if your product:

• Arrives damaged

• Is faulty

• Is not as described

• Is different from the item you ordered

• Is missing an included component

Include your order number, a description of the issue and clear photographs or video where appropriate. For delivery damage, please also photograph the external packaging, internal packaging and shipping label.

Do not dispose of the product or packaging until we have reviewed your request.

Where applicable, we may offer a repair, replacement or refund in accordance with your statutory rights.

Refunds

We will inspect your return and notify you when it has been approved or if further information is needed.

Approved refunds will be issued to the original payment method. We will process the refund without undue delay and, where UK cancellation rights apply, no later than 14 days after receiving the returned goods or acceptable evidence that they were sent back.

Your bank, card issuer or payment provider may require additional time to display the refund in your account.

Original Delivery Charges

For an eligible UK change-of-mind cancellation, we will refund the cost of our least expensive standard delivery option.

If you selected an expedited, express or other premium delivery service, the additional delivery cost will not normally be refunded.

Non-Refundable Costs

Unless required by applicable law, the following are not normally refundable:

• Return shipping for a change-of-mind return

• Express delivery upgrades above the standard delivery cost

• Customs duties, import taxes and carrier handling charges

• Loss in value caused by handling beyond what is reasonably necessary

• Products returned without all included parts or accessories

International Returns

We accept eligible return requests from customers outside the United Kingdom, subject to this policy and any mandatory consumer protections that apply in the customer’s country.

International customers are responsible for return shipping, export documentation and any related charges unless the product is faulty, damaged or incorrectly supplied.

Mark the shipment as a returned product where appropriate. We cannot reimburse customs duties or import taxes paid to local authorities. Customers may need to contact the relevant authority directly regarding a possible repayment.

Exchanges

We do not currently offer direct exchanges.

If you want another product or colour, return the eligible original item and place a new order separately.

Refused and Unclaimed Deliveries

If an order is returned because delivery was refused, the address was incorrect, or the parcel was not collected, we will contact you after it reaches us.

Any refund may exclude delivery, return-carrier or customs charges where permitted by law. We cannot issue a refund while a parcel remains with the carrier or customs authority.

Products Not Purchased from SÉLUNE

We can only process returns and refunds for products purchased directly from the SÉLUNE online store.

If you purchased a product from another retailer or marketplace, please contact that seller directly.

How to Contact Us

To request a cancellation, return or refund, use the Contact page on our website.

Please include:

• Your full name

• Your order number

• The email address used at checkout

• The product concerned

• The reason for contacting us

• Relevant photographs or video

We will review your request and provide the appropriate next steps and return address.