Return & Refund Policy.
This policy explains how Selvrina™ handles return requests, return eligibility, ceramic items that arrive damaged or incorrect, return authorization, return shipping, cancellations, replacements and approved refunds.
Requesting a Return
If you wish to request a return, please contact Selvrina™ customer support as soon as reasonably possible after receiving your order.
Return eligibility will be reviewed based on the product, condition of the item, reason for the request, order information and applicable consumer-protection requirements.
Do not send merchandise back before receiving return instructions from customer support.
Information to Include
To request a return, contact: service@selvrina.com
Please provide the following information whenever applicable:
- Your order number.
- The email address used during checkout.
- The product name.
- The reason for the return request.
- Clear photographs where the request concerns damage, defects, an incorrect product or another visible product issue.
Condition of Returned Products
Unless a return concerns a damaged, defective, incorrect or otherwise non-conforming item, merchandise requested for return should generally be:
- Unused, except for reasonable inspection.
- Reasonably clean.
- Free from damage caused after delivery.
- Free from unauthorized modification.
- Returned with included components where applicable.
- Returned with original packaging where reasonably available.
Return eligibility may also depend on applicable law and the circumstances of the request.
Ceramic Appearance & Normal Variation
Selvrina™ specializes in artistic ceramic storage canisters and sculptural ceramic kitchenware.
Ceramic products can show subtle variation in color, glaze, texture, surface appearance, tone or other visual characteristics.
Photography, lighting and screen settings may also influence how a product appears online.
Natural ceramic variation
Minor variation consistent with ceramic materials or normal production characteristics does not automatically mean that a product is damaged or defective.
Return Address & Instructions
Returns must be reviewed by Selvrina™ customer support before merchandise is sent back.
If a return is approved, customer support will provide the applicable instructions and return destination.
Building 1, No. 5500 Yuanjiang Road, Minhang District, Shanghai (Centralized Registration Site) is the registered business address associated with Selvrina™. It is not automatically a return warehouse, fulfillment center or authorized return destination. Do not send merchandise there unless Selvrina™ customer support specifically instructs you to do so.
When a Return May Be Declined
Where permitted by applicable law, a return request may be declined or limited if the product:
- Has been materially damaged through misuse, abuse or improper handling after delivery.
- Has been materially altered, modified or repaired without authorization.
- Is missing substantial components because of customer handling.
- Has been used in a manner inconsistent with its intended purpose and the issue was caused by that use.
- Cannot reasonably be accepted for return because of a legally permitted health, safety or contamination concern.
- Is otherwise excluded where applicable law permits such an exclusion.
Damaged, Defective, Incorrect or Incomplete Orders
Please contact us promptly if a Selvrina™ ceramic item:
- Arrives visibly damaged.
- Appears defective.
- Differs from the product ordered.
- Is missing from the shipment.
- Arrives with another material order-related problem.
Please provide your order number together with clear photographs showing the ceramic item, package, shipping label and relevant issue where appropriate.
After reviewing the available information, an appropriate resolution may include replacement, refund, partial refund, return instructions or another reasonable remedy depending on the circumstances and applicable law.
Return Shipping Costs
Responsibility for return-shipping costs depends on the reason for the return, the circumstances of the order and applicable law.
Where a return results from a verified damaged, defective, incorrect or otherwise non-conforming product, Selvrina™ will review the appropriate return-shipping solution.
Where a return is requested for another reason, customer support will explain any applicable return-shipping responsibility before the merchandise is sent.
Follow the Provided Return Instructions
Please follow the instructions provided by Selvrina™ customer support for an approved return.
Ceramic products should be packaged carefully to help reduce the risk of additional damage during return transportation.
Where tracking is available, we recommend retaining the return-shipping receipt and tracking information until the return process has been completed.
Merchandise sent to an unauthorized destination or without sufficient order-identification information may be delayed or may be difficult to process.
Return Inspection & Approved Refunds
Where merchandise must be returned, the returned product may be reviewed after receipt to confirm the item, condition and applicable return details.
Where a refund is approved, the refund may generally be returned through the original payment method where technically available.
Refund processing time can vary depending on the payment provider, card issuer, bank, transaction status and circumstances of the request.
After Selvrina™ has processed an approved refund, the customer's bank, card issuer or payment provider may require additional time before the credit becomes visible in the account.
Order Cancellation Requests
If you wish to request cancellation of an order, contact Selvrina™ customer support as soon as possible.
We will review the current order status and make reasonable efforts to assist.
Once an order has progressed through processing, packaging, fulfillment or carrier transfer, cancellation may no longer be possible.
Exchange or Replacement Availability
Exchanges or replacements are not automatically guaranteed for every return request.
Availability may depend on:
- Product inventory.
- The reason for the request.
- Product availability.
- Condition of the item.
- Order circumstances.
- Applicable consumer rights.
Customer support will explain the available options after reviewing your request.
If You Do Not See an Approved Refund
If Selvrina™ has confirmed that a refund has been processed but the credit is not yet visible, please allow for any additional processing required by your bank, card issuer or payment provider.
If you still require assistance, contact customer support with your order number and relevant transaction information.
Mandatory Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict or limit consumer rights that cannot lawfully be excluded or limited.
Where applicable consumer law gives you additional rights, those rights remain available regardless of this policy.
Need Help With a Return or Refund?
Contact Selvrina™ customer support before returning merchandise.
service@selvrina.com
Recommended for return requests, damaged ceramic photographs, refund questions and written documentation.
Within 24 Hours
Selvrina™ customer support aims to respond to customer inquiries within 24 hours.
Official Selvrina™ Details
Official brand, legal company and customer-support information associated with Selvrina™.
A clear return process when you need it.
Contact Selvrina™ customer support before sending merchandise back so we can review your request and provide the appropriate return instructions for your ceramic order.