Refund policy

At Selvian Care LLC, founded by Isabella Ladera, we take pride in the quality and craftsmanship of our personal care products. Due to the sanitary nature of our formulation and packaging, we generally do not accept returns. However, we are deeply committed to ensuring your satisfaction under the following specific circumstances:

1. Eligibility for Returns, Replacements, or Refunds

A return, replacement, or refund applies exclusively under these conditions:

  • Damaged during Transit: If your product arrives with visible damage to the primary packaging or the container itself (e.g., broken glass, leaking serum).

  • Defective Product: If the product shows a clear manufacturing defect that prevents its proper use (e.g., a faulty pump or applicator).

  • Incorrect Order: If you receive a product different from the one listed in your order confirmation.

2. Non-Returnable Items

For health, safety, and sanitary reasons, we cannot offer refunds or returns in the following cases:

  • Items that have been opened or used.

  • "Change of mind" after the fulfillment process has begun.

  • Individual results or skin reactions (we highly recommend a patch test before full use).

  • Products purchased during a final sale or promotional event.

3. Lost or Missing Packages Marked as "Delivered"

If a package is officially marked as “Delivered” by the shipping carrier but you have not received it, SELVIAN will initiate a dedicated investigation. In such cases, we may request verification or supporting information to trace your order.

Please Note: If our investigation determines that the package was genuinely not received, SELVIAN does not issue monetary refunds for orders marked as delivered by the carrier. Instead, to ensure you experience the care you deserve, a replacement product will be shipped to you at no additional cost.

SELVIAN reserves the right to deny replacement requests in cases of suspected fraud, abuse, or insufficient verification.

4. The Claim Process

To initiate a claim for any of the valid cases mentioned above:

  • Notification Window: You must contact us within 48 hours of receiving your package according to the carrier's tracking data.

  • Required Evidence: Send an elegant, detailed email to support@selviancare.com | international@selviancare.com including your order number and high-quality photographs showing the damage, the defect, or the incorrect item received.

  • Evaluation: Our dedicated logistics team will evaluate your case individually to provide an exquisite and prompt resolution.

5. Resolution Options

If your claim is fully approved by our team, you may select one of the following premium solutions:

  • Replacement: A new unit of the same product will be shipped directly to your doorstep at no additional cost.

  • Full Refund: The purchase price will be credited back to your original payment method.