Refund policy

At Sellopolis, we want you to receive your order in good condition and have a positive shopping experience. This policy explains how returns, refunds, and replacements are handled for purchases made through our store.

For assistance, please contact us at sellopolisteam@gmail.com.

1. Return Window

You may contact us within 30 days of receiving your order to request a return or report an issue with your purchase.

All requests are assessed according to this policy and applicable consumer-protection laws. Some products or circumstances may be subject to specific return conditions or legal exceptions.

2. Damaged, Defective, Incorrect or Incomplete Orders

Please inspect your order upon delivery. If your item arrives damaged, defective, incorrect, or with missing components, contact us within 24hrs of delivery.

Please provide:

Your order number.
A clear description of the issue.
Photos or videos showing the product and the problem.
Photos of the outer packaging, where relevant.

We will review the information and explain the appropriate resolution. Depending on the circumstances and applicable law, this may include a replacement or refund.

Please contact us before disposing of the item or packaging, as these may be needed to assess your claim.

3. Unboxing Videos and Evidence

To help protect both our customers and our business, we strongly recommend recording a continuous unboxing video when opening your parcel. Ideally, the video should show the sealed outer packaging, the opening process, and the product and its contents.

If you report damage, missing components, or an incorrect item, an unboxing video can help us investigate the issue and process your claim more efficiently.

We may request reasonable additional evidence, such as photographs, videos, or order details, to assess a claim.

An unboxing video is recommended but is not an absolute requirement for every claim. The absence of a video will not automatically invalidate a genuine claim or remove any rights available under applicable law.

4. Change-of-Mind Returns

If you change your mind about a purchase, please contact us before returning the item.

For a change-of-mind return, items should generally be unused and in their original condition and packaging, with all included parts and proof of purchase, subject to applicable law.

Items that have been used, deliberately damaged, altered, or returned with missing components may be ineligible for a change-of-mind refund where permitted by law.

Because return eligibility can vary depending on the product and circumstances, please obtain return instructions from us before sending anything back.

This section does not prevent customers from seeking an appropriate remedy for genuine defects, transit damage, missing components, incorrect items, or products that are materially different from their descriptions.

5. Suspected Misuse or Customer-Caused Damage

If an item appears to have been deliberately damaged, altered, misused, or returned with missing components after delivery, we may request additional evidence and review the circumstances before deciding whether a change-of-mind return is eligible.

Any decision will be based on the available evidence, the applicable return conditions, and relevant consumer-protection laws. We will not automatically treat ordinary opening or inspection of a product as proof of misuse.

Nothing in this section limits a customer's legal rights concerning defective, damaged, incorrect, or misdescribed products.

6. Non-Returnable Items and Exceptions

Certain products may be excluded from change-of-mind returns because of their nature, condition, or applicable legal restrictions. These may include personalised products, certain hygiene-sensitive items, and perishable goods.

Any exclusions will be applied in accordance with applicable law. These exclusions do not remove any mandatory remedies available for defective or incorrectly supplied products.

7. Return Authorisation and Shipping

Please contact us at sellopolisteam@gmail.com before sending an item back. If a return is approved, we will provide the relevant instructions and explain any applicable return-shipping arrangements or costs.

Please do not send items to an address without receiving return instructions from us first.

Responsibility for return-shipping costs will depend on the reason for the return, the circumstances of the claim, and applicable law.

8. Refunds

Once we have reviewed your request and, where applicable, received and inspected the returned item, we will notify you of the outcome.

If a refund is approved, it will generally be issued to the original payment method. The time taken for the refund to appear may depend on your bank or payment provider.

Where a refund or another remedy is required by law, we will handle the request in accordance with those requirements.

9. Replacements and Exchanges

If an item is eligible for a replacement because it arrived damaged, defective, incorrect, or incomplete, we will explain the available options after reviewing the claim.

If you would like to exchange an item for a different product or variation, please contact us first. Exchanges are subject to product availability, our return conditions, and applicable law.

10. Contact Us

For all return, refund, or replacement enquiries, please contact:

Email: sellopolisteam@gmail.com

Please include your order number, a description of the issue, and any relevant photographs or videos so we can assist you efficiently.

Nothing in this policy excludes or limits consumer rights that cannot legally be excluded or limited.