Refunds, Returns & Exchanges

Order cancellation

All orders can be canceled until they are processed and shipped. Once the packaging and shipping process has started, it can no longer be canceled.

Refunds

Customer satisfaction is our #1 priority. We want you to fulfil orders with confidence. That’s why we proudly offer absolute satisfaction guarantees that ensure your customers will receive a purchased item on time and as described.

Refunds are available under the following circumstances:

• Refund if the item is not as described or damaged;
• Refund minus the shipping cost if the customer does not want the product they received.
  The customer must return the item at his expense to our warehouse and the item must be unused.

Refunds are NOT available under the following circumstances:

• The order does not arrive due to an incorrect address provided by the customer;
• The order does not arrive due to exceptional circumstances beyond our control (e.g. delayed by a natural disaster).

How do refunds, returns, and exchanges work on Sellvia?

• In case a customer reports a damaged or incorrect product, the customer is required to submit a photo evidence within 14 days of receiving the item. If the claim is approved, a refund will be issued.
• If the product packaging is damaged but the product itself is intact, your customer must submit a claim to the shipping carrier directly.
• Missing order: In case a package is delivered (based on tracking number update) but the customer claims that they did not receive the item, the customer must submit a claim to the shipping carrier directly.

If you experienced any of the above scenarios, you must report the issue within 14 days of receipt. Otherwise, you agree that the product is deemed delivered and satisfactory.