Returns and refunds
Changed your mind about a product or experienced a problem with your order? Find the time limits, conditions and steps for requesting a return from Selakay.
Key point
Our team will provide the return address and instructions for your order. The conditions of our 30-day commercial guarantee do not restrict your right of withdrawal or statutory guarantees.
Learn more about the right of withdrawal (French public service)Essential information
01
To use our commercial guarantee, request a return within 30 days of receiving your order. Products must be non-perishable, unopened and unused, and returned with their packaging, seals and accessories in good condition.
02
For eligible purchases, you have 14 days starting the day after receipt to notify us that you wish to withdraw, without giving a reason. This right is separate from our commercial guarantee.
03
The right of withdrawal does not apply to products that deteriorate or expire rapidly, or to products unsealed after delivery that cannot be returned for hygiene or health protection reasons. These exceptions do not remove your rights if a product is faulty or does not match your order.
04
Use our contact page or email hello@selakay.com with your order number, the products concerned and your decision to return them. For damage or an incorrect item, include photos of the product and parcel where possible to help us process your request.
05
Pack the items securely, include your order reference and use the return address provided by our team. When exercising your right of withdrawal, send the goods back within 14 days of your notification, without waiting for approval. Keep proof of shipment.
06
You pay the return shipping costs when you change your mind. If a product is faulty, does not match the order or was sent in error, our team will arrange a solution at no cost to you. Contact us for the appropriate instructions.
07
For withdrawal, refunds use the original payment method within 14 days of your notification. We may withhold the refund until we receive the goods or proof of shipment, whichever comes first. For a full return, standard delivery costs are refunded; any express delivery surcharge is excluded.
08
Tell our customer service team about the problem as soon as possible and avoid consuming a product whose integrity is compromised. Keep the product, batch number and packaging where possible. We will help find an appropriate solution without restricting your statutory guarantees.
Need help?
Have your order number and the list of affected products ready. Our team will guide you through the return and help you follow up on your request.