RETURN & REFUND POLICY

1. Return & Exchange Conditions

Eligibility Criteria:

• 7-Day Return/Exchange Window: Products must be returned within 7 days of receipt, remaining unused with all original tags and labels intact.

• Incorrect Items: The delivered product does not match the type or model specified in your order or as displayed on the website at the time of purchase.

• Incomplete Orders: Missing items or incomplete sets compared to the original order.

• Damaged Condition: The product packaging is torn, peeling, broken, or damaged during transit.

• Online Purchases: Applies to customers purchasing via our official website whose items sustain defects determined to be caused by Selia or our shipping partner.

• Customers are responsible for providing relevant photos or documentation proving the above deficiencies to complete the return/exchange process.

Refund Eligibility Cases:

• Pre-paid/Deposited Orders Cancelled by Selia: Refunds will be initiated immediately after the cancellation process is completed.

• Returned Orders to Selia: Refunds will be processed once our Warehouse department verifies receipt of the returned package.

• Failed Deliveries: Refunds will be initiated as soon as Selia receives the returned package back from our shipping partner.

• Overpayment or Incorrect Account Transfers: Refunds will be processed once Selia verifies the order status with internal departments and confirms the account details with the bank.

⚠️ Important Notes:

• Selia only handles return and exchange requests within 7 days from the date of receipt. Any complaints made after this period will not be resolved.

• Transaction fees for refunds shall be borne by the customer.

• Packaging and shipping fees for the return will be covered by Selia (if the error is determined to be on Selia’s part).

2. How to Request a Return & Refund (For Customers)

• Step 1: Submit your return/refund request via Hotline: 0921 085 858.

• Step 2: Our Customer Service (CS) team will contact you to verify the information and forward it to the internal department for processing.

• Step 3: Receive approval notification. Selia’s CS team will contact you to reach an agreement:

  • Refund Approved: You will receive your money back in accordance with Selia’s refund policy.

  • Refund Disapproved: You will receive an exchange product that meets Selia’s quality commitments.

• Step 4: Pack and ship the item back to Selia via our designated shipping partner.

• Step 5: Completion: You will receive either your refund or the exchanged order as agreed with Selia.

3. Refund Processing Time

Selia will initiate the refund immediately after inspecting the condition of the order. This inspection process may take 3 to 5 business days (excluding Saturdays, Sundays, public holidays under current laws, and internal holidays of Selia).

Specific refund timelines for each return/exchange case will be updated to you via Email, SMS, or Zalo.

You may choose one of the following refund methods: