Return & Refund Policy

Last Updated: June 4, 2026

At Sellera (sellera.shop), we want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we are here to help. Please read this policy carefully to understand your rights and our procedures.

1. Return Eligibility

You may return most items within 30 calendar days from the date of delivery for a full refund or exchange, subject to the conditions below.

1.1 Conditions for Return

To be eligible for a return, your item must meet ALL of the following conditions:

• Item is unused, unworn, unwashed, and in the same condition as received
• Item is in its original packaging with all tags, labels, and accessories attached
• Item shows no signs of wear, alteration, or damage
• You have proof of purchase (order number, receipt, or confirmation email)
• The return is initiated within the 30-day return window

1.2 Non-Returnable Items

The following categories of items cannot be returned or refunded:

• Digital Products: Downloadable software, digital files, gift cards, and access codes
• Personalized/Custom Items: Products made-to-order, engraved, monogrammed, or otherwise customized
• Final Sale/Clearance Items: Items marked as "Final Sale," "Clearance," "Non-Returnable," or sold at 50% or greater discount
• Intimate/Sanitary Goods: Undergarments, swimwear, earrings, cosmetics, and personal care items (for hygiene reasons)
• Items Damaged by Customer: Products damaged due to misuse, neglect, accidents, or unauthorized alterations
• Items Without Original Packaging: Products returned without original boxes, tags, or documentation

2. How to Initiate a Return

Step 1: Contact Us

To start a return, contact us within 30 days of delivery:

• Email: Send a message to support@sellera.shop with the subject line "Return Request — [Your Order Number]"
• Contact Page: Submit a return request through sellera.shop/pages/contact

Step 2: Provide Return Details

Include the following information in your return request:

• Your full name and email address associated with the order
• Order number (found in your order confirmation email)
• The item(s) you wish to return
• Reason for return (defective, wrong item, changed mind, etc.)
• Condition of the item
• For defective items: clear photographs showing the defect or damage

Step 3: Receive Return Authorization

Within 1–2 business days, our customer service team will review your request and respond with:

• Return Authorization Number (RAN)
• Detailed return instructions
• Return shipping label (for defective or incorrect items) or return address (for all other returns)
• Estimated processing timeline

Do not return any item without first obtaining a Return Authorization Number. Unauthorized returns may be refused or subject to a restocking fee.

3. Return Shipping

3.1 Our Fault (Defective, Damaged, or Incorrect Items)

If you received a defective, damaged, or incorrect item due to our error:

• We will provide a prepaid return shipping label at no cost to you
• Attach the label to your return package and drop it off at the designated carrier location
• Keep your tracking receipt for your records

3.2 Customer's Choice (Change of Mind, Wrong Size, etc.)

If you are returning an item for reasons other than our error:

• You are responsible for return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance.
• Ship the item to the return address provided with your Return Authorization
• We are not responsible for items lost or damaged during return transit

3.3 Shipping the Return

• Package the item securely in its original packaging (or equivalent protective packaging)
• Include the Return Authorization Number clearly on or inside the package
• Include a copy of your original packing slip or order confirmation
• Use a trackable shipping method and retain your tracking number
• Mark the package as "RETURN — MERCHANDISE" if shipping internationally

4. Refunds

4.1 Refund Processing

Once we receive and inspect your returned item:

• We will send you an email notification within 2 business days confirming receipt of your return
• We will notify you of the approval or rejection of your refund within 3–5 business days of receipt
• Approved refunds are processed to your original payment method within 5–7 business days

4.2 Refund Amount

• Full Refund: Original purchase price including item cost and any sales tax paid
• Original Shipping: Original shipping costs are refundable only if the return is due to our error (defective, damaged, or incorrect item)
• Return Shipping: Customer-initiated returns are responsible for return shipping costs, which are not refundable

4.3 Refund Method

Refunds are issued to the original payment method used for the purchase:

• Credit/Debit Card: 5–10 business days (depending on your bank's processing time)
• Shop Pay: 3–5 business days
• PayPal: 3–5 business days
• Other Payment Methods: Processing times vary by provider

4.4 Late or Missing Refunds

If you have not received your refund after 10 business days:

1. Check your bank account and credit card statement again
2. Contact your credit card company or bank — processing delays may occur
3. If you have done all of the above and still have not received your refund, contact us at support@sellera.shop with your order number and return tracking information

5. Exchanges

We offer exchanges for:

• Defective or damaged items — we will replace the item with the same product at no additional cost
• Incorrect items — we will send the correct item at no additional cost and provide a prepaid return label for the incorrect item

For exchanges due to size or color preference (non-defective items), please initiate a return for a refund and place a new order for the desired item. This ensures faster processing.

Exchange Process:

1. Contact us at support@sellera.shop with your order number and exchange request
2. We will verify availability of the replacement item
3. Upon approval, we will provide exchange instructions and a prepaid shipping label (for our-error exchanges)
4. Ship the original item back to us
5. Your replacement will be shipped within 1–3 business days of receiving your returned item

6. Damaged or Defective Items

If you receive a damaged or defective item:

• Contact us within 48 hours of delivery at support@sellera.shop
• Include clear photos of the damaged/defective item and the packaging
• Include your order number in the subject line
• We will review your claim and respond within 1 business day
• If approved, we will offer a replacement, exchange, or full refund including shipping costs

7. Order Cancellations

7.1 Before Shipment

You may cancel your order for a full refund if it has not yet been shipped. Contact us immediately at suppport@sellera.shop with your cancellation request. We process cancellation requests within 4 hours during business hours.

7.2 After Shipment

Once an order has shipped, it cannot be cancelled. You may initiate a return after receiving the item following the procedures outlined above.

8. Changes to This Policy

We reserve the right to update this Return & Refund Policy at any time. Changes will be posted on this page with an updated date. We encourage you to review this policy periodically.