Refund policy
Refund Policy
At Secelo, we are committed to providing a safe, straightforward, and hassle-free shopping experience. This Refund Policy outlines the conditions for returns, refunds, and the procedures we follow when resolving issues related to your order.
Return Eligibility
You may request a return within 90 days from the date your order is marked as delivered.
To be eligible for a return, your item must satisfy all of the following conditions:
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Valid proof of purchase or an order confirmation must be provided.
Items that do not meet these requirements may not qualify for a refund.
How to Request a Return
All returns must receive prior authorization before being sent back.
To begin the return process, please contact us at:
Email: service@secelo.com
Once your request has been approved, we will provide:
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A return authorization
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A prepaid or designated return shipping label (when applicable)
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Detailed return instructions
Important: Returns sent without prior authorization may be declined or refused.
Damaged, Defective, or Incorrect Orders
Please inspect your package as soon as it arrives.
If you receive any of the following:
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A damaged item
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A defective product
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An incorrect item
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A product that differs significantly from your order
please contact us immediately at:
Email: service@secelo.com
Our support team will review the situation and arrange an appropriate resolution as quickly as possible.
Items That Cannot Be Returned
The following items are not eligible for return:
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Customized or personalized products
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Hazardous materials
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Flammable goods
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Gift cards
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Clearance or final-sale merchandise
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Shipping charges paid during checkout
If you are unsure 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 product exchanges.
If you would like a different item, please:
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Submit a return request.
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Complete the approved return process.
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Place a new order for the item you wish to purchase.
European Union Customers – Right of Withdrawal
Customers residing within the European Union may be entitled to cancel or return their order within 14 days of delivery in accordance with applicable consumer protection laws.
To qualify:
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The product must remain unused.
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The original packaging must be intact.
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Proof of purchase must be provided.
Refund Processing
Once your returned item has been received and inspected, we will notify you of the status of your refund.
If your refund is approved:
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The refund will be issued to your original payment method.
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Refund processing generally takes up to 10 business days.
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Your bank or payment provider may require additional time before the funds appear in your account.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:
Email: service@secelo.com
Return Contact Details
Store: Secelo
Email: service@secello.com
Address: 199 Clarence Street, Sydney, NSW 2000, Australia