Returns and Refund Policy
Updated:1/1/2025
Important information:
- 14 day return period
- 7 days for refund processing
- No restocking fees (except for uncollected orders)
- Shipping insurance costs are non-refundable
- Introduction:
At Selzar, we are committed to providing high-quality products and an exceptional shopping experience. We understand that returns may sometimes be necessary, and our returns policy is designed to be clear, fair, and simple for our valued customers.
If you have any questions or concerns about our returns policy, please contact our support team at info@selzar.nl. We are here to support you every step of the way.
We kindly ask that you review the policies below to fully understand our returns process.
- Return conditions:
Timeframe: Customers must contact us within 14 days of the delivery date to initiate a return. Returns are valid for 7 days after the request is approved by our support team.
Returnable Items: Products must meet the following conditions to be eligible for return:
- The product must be in new and unused condition.
- It must be returned in its original packaging.
- All labels and accessories that came with the product must be intact and included with the return.
- The product must not show any signs of wear, damage or alteration.
Non-returnable items: Certain items cannot be returned for hygiene and safety reasons. These include:
- Underwear, including bras and panties.
- Cosmetics and skin care products.
- Personalized or custom made items.
- Items specifically marked as non-returnable in the product description.
- Any product that does not meet the above criteria.
We recommend checking the product descriptions and policies of each specific product before making a purchase. If you have any questions about the return options of a product, please contact our support team before making a purchase.
- Return process:
Send Email: Please email our returns team at info@selzar.nl with the following information:
- Your order number (for example #1234).
- The same email address you used when making your purchase.
Regarding returns, we offer 4 options:
Option 1: Refund to original payment method
- Requirements: The item must be returned and received at our warehouse.
- Processing Time: We will process your refund within 7 business days after inspecting the returned item.
- Return costs: Please note that return costs are the responsibility of the customer. These costs may vary due to the location of our warehouse in China. For exact prices, please contact your courier company. We recommend sending the package with Track and Trace, so that we can track the progress of the return and assist you if necessary.
Option 2: Refund as store credit (100% store credit)
- Requirements: The item must be returned to our warehouse.
- Processing Time: After checking the returned item, we will immediately issue store credit.
- Return costs: As with option 1, return costs are the responsibility of the customer. These can vary depending on the shipping service rate. We recommend checking exact prices with your courier company. Additionally, with this option you will receive 120% of the item value as store credit. This means you get more value for your return.
Option 3: Replacement for defective or incorrect items
- Requirements: You must provide photos of the damaged or incorrect item.
- Return request: In this case, you do not need to return the original item.
- Cost: There are no additional costs associated with this option.
- Processing: We will send you a replacement item once we have confirmed that the item was damaged or incorrectly delivered.
Please note: It is important NOT to return the items to the address stated on the package as these items will NOT be accepted for return. We will email you the correct return address.
- Returns:
We understand that returning items to our warehouses in China may cause some inconvenience and apologize for any difficulties. In order to streamline the returns process and ensure the highest customer satisfaction, we ask that you send all returns to our designated returns address in China.
Return Address Notice:
We will provide you with the specific return address once your return request is approved.
You will receive an email confirming that your return has been approved.
Tracking for safe returns:
To ensure your return is processed smoothly and efficiently, we kindly ask that the return package is sent with a tracking service.
This allows us to track the progress of your return and ensure it reaches us safely.
Please note: If we have not received the item in our warehouse, we are not obligated to issue a refund. The responsibility for the return shipping lies with the buyer.
- Processing of refunds, exchanges and replacements:
Refund to original payment method:
Once we receive your returned item and our returns team has checked the condition of the product, we will initiate a refund to your original payment method.
Please note that depending on your bank's processing time, it may take approximately 7 business days for the refund to appear in your account.
Store credit:
If you choose store credit as your preferred refund method, it will be issued immediately after our returns team has confirmed the return and inspected the product.
You can use this store credit for future purchases on our website.
Exchange:
If you request an exchange and it is approved, the replacement product will be shipped immediately.
We understand the importance of a timely exchange and aim to deliver your new product to you as quickly as possible.
Replacement:
If you receive a replacement for a damaged or defective item, our team will confirm the replacement immediately after receiving your request.
Once this is confirmed, we will send the replacement product immediately to minimize any disruption to your shopping experience.
Please note that specific timelines for refunds and replacements may vary on a case-by-case basis.
- Damaged or incorrect items:
We understand that sometimes problems can occur, and we are here to help. If you receive an item that is defective, damaged during shipping, or not the correct size/color as ordered due to our error, we are here to help. In such cases, we will replace it free of charge. We do not offer refunds in these cases.
Transport damage:
If your order arrives with visible shipping damage, please let us know immediately (within 14 days). We will coordinate the return process and ensure that you receive a replacement item free of charge.
Incorrect size/color (our mistake):
If you receive a different color/size than you ordered due to our error, we apologize for the inconvenience. We will send you the correct item. To start this process, please contact info@selzar.nl for step-by-step instructions.
In these situations, we may request specific details or photos to process your replacement and ensure a prompt resolution. Our returns process is designed to streamline this process and make it as easy as possible for you.
- Customer Responsibilities:
If you use our convenient returns process, please make sure you:
- Pack the product securely: Pack the product securely to prevent damage during transportation.
- Return Shipping Costs: The customer is responsible for return shipping and we cannot issue a refund until we receive the returned item. Therefore, we strongly recommend using a track and trace service and marking the shipment as "RETURN" to ensure a smooth return process and accurate tracking.
- Policy changes:
We strive to provide you with the best possible shopping experience. Our returns policy may evolve over time to better suit your needs and remain in line with applicable laws and regulations. To ensure that you are always aware of any changes, we will:
- Notification: To notify you of changes to our returns policy by posting updates on our website. These updates will be clearly marked when they become effective.
- Review: We recommend that you review our returns policy regularly, especially before making a purchase. This will help you stay informed of any changes and how they may affect your rights and responsibilities as a customer.
- Continued Use: Your continued use of our services and purchases from us after any changes to the policy constitutes your acceptance of the revised terms of the Returns Policy.
We strive for transparency and will do our best to make any changes to our returns policy easily accessible and understandable.
- Pickup point & refused orders:
If a delivery is refused or a parcel is not collected, the item will be returned to our warehouse. In such cases, we offer a partial refund of 75% of the order value (minimum £20). The remaining 25% will be retained as a restocking fee to cover the cost of restocking.
However, customers can also opt for a free reshipment. However, this option must be reported to us within 15 days of receiving the notification of the refused or unclaimed package.
- Contact information for returns and support:
If you have any questions, concerns or would like to initiate a return, please feel free to contact our dedicated customer service team. We will be happy to assist you. You can reach us in the following ways:
- E-mail: For questions and returns, please send an e-mail to info@selzar.nl
Customer service opening hours:
- Monday to Friday: 8:00 AM - 6:00 PM
- Saturday: 10:00 AM - 4:00 PM
We aim to respond to your queries quickly and efficiently, usually within 12 hours. During peak or busy periods, response times may be slightly longer. However, we remain committed to addressing your concerns as quickly as possible.