Returns, Refunds & Cancellation

Start with support

Contact support@selenyz.com or +8801863423761 with your order reference, contact details, the product and reason for your request. Include relevant photographs or other available evidence for a defect, damage or incorrect item. We assess the available evidence fairly; statutory remedies are not dependent on a particular type of recording.

Do not send a return to a listed office without instructions. The collection method and return destination depend on the order and your location. We coordinate Bangladesh returns with Pathao; international return arrangements are confirmed individually.

Cancellation before dispatch

You may cancel an order until it is dispatched. Contact support promptly; an enquiry sent after dispatch is treated under the return process. If cancelled before dispatch, the full amount paid to Selenyz for the cancelled order will be refunded.

Once dispatched, an order cannot be cancelled as an undispatched order. For an eligible customer-requested return after dispatch, the refundable amount is reduced by outbound and return delivery charges, normally two times the delivery charge where both legs have the same rate. We will explain any different international or actual carrier charges; deductions will not be applied twice.

Return windows and product condition

For a change-of-mind return requested within 3 calendar days of delivery, the full product price is refundable if the product remains sealed, unused and complete in its original packaging. The customer pays outbound and return delivery charges. A full product-price refund is not free return shipping.

Requests made after 3 days and within 7 calendar days of delivery, or involving an opened or otherwise changed product, are assessed according to the product’s condition and our inspection. Any proposed deduction, exchange or refusal will be explained before settlement.

Ordinary return requests are not accepted after 7 calendar days from delivery. These voluntary deadlines do not limit remedies for faulty, misdescribed or incorrect goods, product warranties, or any longer cancellation or return rights required by applicable law. Product-specific restrictions must be disclosed before purchase and cannot override mandatory rights.

Defective, damaged or incorrect goods

Please report a defective, transit-damaged or incorrect item promptly and keep the item and packaging available for assessment. Where the problem is attributable to the supplied goods or fulfilment, Selenyz covers the necessary delivery and return costs for the remedy. Customer-fault shipping deductions do not apply to a company-responsible defect or incorrect item.

The appropriate replacement, repair, exchange or refund will be agreed in accordance with the circumstances and applicable law. You do not lose a mandatory remedy solely because inspection required opening a seal.

Exchanges and inspection

Exchanges depend on stock and the product’s condition. For a customer-requested exchange, a price difference or part of the delivery cost may be payable; support will explain the amount for your agreement before proceeding. Costs for company-responsible errors remain Selenyz’s responsibility.

We inspect returned items before approving the final refund or exchange and communicate the result and any condition-based deductions. We will tell you about delays or if more information is needed. This process does not extend a mandatory legal deadline.

Refund method and timing

Approved online-payment refunds are initiated through SSLCommerz to the original payment channel where supported. After initiation, allow approximately 5–7 working days for the refund to appear, subject to the payment provider and bank. Any shorter legally required deadline takes priority.

For cash-on-delivery payments, support will confirm a verified refund method with you before sending funds. We do not require you to accept store credit instead of a refund where a money refund is due. Keep the refund reference and contact support if the expected period has passed.

Bank conversion rates and charges outside Selenyz’s control may affect an international refund; applicable deductions and responsibilities must be disclosed and lawful. If only part of an order is returned, support will explain the item-level amount and applicable delivery adjustment.