Refund policy
Refund Policy
At Secelo, we strive to provide every customer with a smooth, transparent, and worry-free shopping experience. This Refund Policy explains the terms and conditions for returns, refunds, and how we handle issues related to your purchase.
Return Eligibility
You may request a return within 90 days from the date your order is marked as delivered.
To qualify for a return, the following requirements must be met:
- A valid proof of purchase or order confirmation must be provided.
Items that fail to meet these requirements may not be eligible for a refund.
How to Request a Return
All return requests must be approved in advance before any item is sent back.
To initiate a return, please contact us at:
Email: service@secelo.com
Once your request has been reviewed and approved, we will provide:
- Return authorization
- A prepaid or designated return shipping label (when applicable)
- Detailed instructions for returning your item
Important: Returns shipped without prior authorization may be rejected and will not be processed.
Damaged, Defective, or Incorrect Orders
Please inspect your order immediately after it arrives.
If you receive:
- A damaged item
- A defective product
- The wrong item
- A product that is significantly different from what you ordered
please contact us as soon as possible at:
Email: service@secelo.com
Our customer support team will investigate the issue promptly and provide an appropriate resolution.
Items That Cannot Be Returned
The following products are not eligible for return:
- Customized or personalized products
- Hazardous materials
- Flammable goods
- Gift cards
- Clearance or final-sale items
- Shipping fees paid during checkout
If you are uncertain whether your purchase qualifies for a return, please contact our customer support team before sending the item back.
Exchanges
At this time, Secelo does not offer direct exchanges.
If you wish to receive a different item, please follow these steps:
- Submit a return request.
- Complete the approved return process.
- Place a new order for the item you would like to purchase.
European Union Customers – Right of Withdrawal
Customers residing in the European Union may have the legal right to cancel or return their order within 14 days of delivery under applicable consumer protection regulations.
To be eligible:
- The product must be unused.
- The original packaging must remain intact.
- Proof of purchase is required.
Refund Processing
After your returned item has been received and inspected, we will notify you regarding the status of your refund.
If your refund is approved:
- The refund will be issued to your original payment method.
- Refunds are generally processed within 10 business days.
- Your bank or payment provider may require additional processing time before the funds appear in your account.
If more than 15 business days have passed since your refund was approved and you still have not received your refund, please contact us at:
Email: service@secelo.com
Return Contact Details
Store: Secelo
Email: service@secelo.com
Address: 199 Clarence Street, Sydney, NSW 2000, Australia