Refund policy

Refund, Return & Cancellation Policy

At SELVRA, we are committed to providing a fair and transparent post-purchase experience. The following policy outlines the conditions under which returns, replacements, refunds, and cancellations may be requested.

Please read this policy carefully before making a purchase.

Return Requests

Return requests must be submitted within 7 days of delivery.

To qualify for a return, the item must:

Be unused and in its original condition
Be returned in its original packaging, including all accessories and included materials
Be accompanied by proof of purchase
Be approved by our support team before being sent back

Please note that returns sent without prior authorisation will not be accepted.

Return Shipping Costs

For returns involving non-defective products, customers are responsible for all return shipping costs.

Products must be returned to the address provided by our customer support team.

Shipping fees, taxes, and other charges paid at the time of purchase are non-refundable.

Damaged Products

If an item arrives significantly damaged, customers may be eligible for:

A replacement item, or
A full refund

If an item arrives with minor damage that does not affect its functionality, customers may be eligible for:

A partial refund, or
A replacement, depending on the circumstances

Claims relating to damaged products must be submitted within 30 days of delivery.

To process the request, customers may be asked to provide:

Clear photographs of the damage
Videos demonstrating the issue, if requested

Please note that damage to external packaging alone is not considered grounds for compensation.

Incorrect or Missing Items

If you receive an incorrect item, you may be eligible for:

A replacement, or
A full refund

If the item received has the wrong colour or size but remains functional, we may offer:

A replacement, or
A refund, subject to review

If parts or accessories are missing:

Missing accessories may be resent
Missing components affecting the functionality of the product may qualify for a replacement item
Missing components that do not affect functionality may qualify for a partial refund

Supporting evidence, including photographs and a description of the issue, may be required.

Orders Marked as Delivered

If the tracking information confirms that an order has been successfully delivered, refunds or replacements cannot be guaranteed.

If a customer claims that the order was not received despite delivery confirmation, we may request official documentation from the local postal service confirming non-delivery.

Please note that investigations involving postal carriers may take several weeks, and outcomes cannot be guaranteed.

Delivery Issues

Customers are responsible for ensuring that all shipping information provided at checkout is accurate.

We cannot provide refunds or replacements for orders affected by circumstances such as:

Incorrect or incomplete addresses
Unknown recipient
Failure to collect the parcel from the designated location
Refusal to accept delivery
Failure to respond to delivery attempts
Lack of a secure delivery location
Customs clearance issues
Other circumstances beyond our control that prevent successful delivery

Order Cancellations

Orders may only be cancelled before they enter the fulfilment process.

Once an order has been processed by our fulfilment partners, cancellations are no longer possible.

The following orders cannot be cancelled once payment has been received:

Personalised or custom-made products
Pre-order items
Services already initiated on behalf of the customer

Refund Process

If a refund request is approved, refunds will be issued to the original payment method used during checkout.

Please note that:

Original shipping fees are non-refundable
Taxes and additional service fees are non-refundable
Refund processing times may vary depending on your payment provider

How to Submit a Request

To request assistance regarding an order, please contact us at:

Email: contact@selvra.com

Please include:

Your order number
A description of the issue
Relevant photographs or videos
Any supporting documentation requested by our support team

Failure to provide sufficient evidence may affect our ability to resolve your request.

Force Majeure

SELVRA shall not be held responsible for delays, damages, or delivery failures resulting from events beyond our reasonable control, including but not limited to:

Natural disasters
Severe weather conditions
Epidemics or pandemics
International conflicts
Strikes
Customs inspections
Transportation disruptions
Other force majeure events

Where possible, customers will be notified of any significant delays affecting their orders.

Contact Us

If you have any questions regarding this policy, please contact us at: