Refund policy

Last Updated: December 27, 2025

At SELENAIRE, we strive to ensure your complete satisfaction with our Korean skincare products. Due to the nature of our products (cosmetics & skincare), we only accept returns and offer refunds for damaged, lost, or incorrect items. Please review our policy carefully before making a purchase.

1. Eligibility for Refunds

We offer refunds only in the following cases:
✅ Damaged Product – If your item arrives broken, leaking, or defective.
✅ Lost Shipment – If your order does not arrive within the expected delivery timeframe.
✅ Wrong Item Shipped – If you received an incorrect product.

Non-Refundable Situations:
❌ Change of mind, dislike, or skin sensitivity.
❌ Opened or used products (for hygiene reasons).
❌ Orders not reported within the required timeframe.
❌ Damaged outer box only (if product inside remains intact and undamaged).

2. How to Request a Refund

To qualify for a refund, you must:

  1. Contact us within 24 hours of receiving your order at sales@selenaire.com.
  2. Provide:
    • Order number & invoice
    • Clear photos of:

                             1) The damaged product

                             2) The shipping waybill (attached to the box)

                              3) The entire unopened box (if applicable)

 

      Do not discard the original packaging until the issue is resolved.

3. Refund Process

·       Once we receive your request, we will inspect the evidence provided.

·       If approved, your refund will be processed to the original payment method within 5-7 business days.

·       Bank processing times may vary (up to 10 business days for some institutions).

·       For lost shipments, we may require additional verification before issuing a refund or reshipment.

4. Shipping & Additional Costs

·       Return shipping costs (if required) are the customer’s responsibility.

·       Customs, warehousing, or carrier fees incurred during returns will not be reimbursed.

·       We recommend using a tracked shipping method for returns.

5. Exchanges

We currently do not offer direct exchanges. If you received a wrong/damaged item, you must request a refund and place a new order.

6. Contact Us

For refund requests or questions, email us at:
📧 sales@selenaire.com