At Seleren, we want you to feel confident in your purchase. If you experience an issue with your order, we’re here to help.

How to Submit a Return or Product Concern

To ensure we can assess your request as quickly as possible, all returns, product concerns and support requests must be submitted via our Support & Returns Form.

The form allows us to gather the information required to investigate and resolve your request efficiently.

Step 1

Complete the Seleren Support & Returns Form.

Step 2

Our team will review your submission within 1–2 business days.

Step 3

If additional information is required, we will contact you.

Step 4

Where applicable, we will provide return instructions and next steps.

Step 5

Once your request has been assessed, we will advise the appropriate outcome in accordance with Australian Consumer Law and our Returns Policy.

Product Reactions or Sensitivities

If you believe you have experienced a reaction to a Seleren product, please discontinue use immediately and complete our Support & Returns Form.

To assist with our investigation, we may request:

• Product details
• Batch number (where available)
• Date of first use
• Description of symptoms
• Details of any other products being used
• Photographs of the product
• Photographs of the affected area

Providing complete information helps us investigate the matter thoroughly and maintain our product quality standards.

If symptoms are severe, persistent or concerning, please seek advice from a GP, dermatologist or other qualified healthcare professional.

Faulty, Damaged or Incorrect Products

If your order arrives damaged, faulty, or differs from what you ordered, please complete our Support & Returns Form as soon as possible.

Where possible, please provide:

• Photos of the product
• Photos of the packaging
• A description of the issue

We will assess each claim individually and provide an appropriate remedy where required under Australian Consumer Law.

Change of Mind Returns

While we are not required to provide refunds for change of mind purchases, we may accept returns at our discretion where:

• The request is submitted within 14 days of delivery
• The product is unopened and unused
• The product is returned in its original packaging
• Proof of purchase is provided

For hygiene and safety reasons, we cannot accept returns of opened or used skincare products for change of mind.

Customers are responsible for the cost of return postage for approved change of mind returns.

We recommend using a tracked shipping service, as Seleren cannot accept responsibility for items lost or damaged during return transit.

Original shipping charges are non-refundable unless required by law.

Refund Processing

Where a refund has been approved, it will be processed to the original payment method.

Please allow 5–10 business days for funds to appear in your account, depending on your financial institution.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies your rights under Australian Consumer Law.

Our products come with guarantees that cannot be excluded under Australian Consumer Law. You may be entitled to a replacement, repair or refund where goods fail to meet consumer guarantees.

Products under warranty should be handled with care.

If the products arrive with visible defects, please take photos of them and send them our way. We will reach back out to clear up all the details.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.

We ship from WA. Standard delivery usually takes up to 7 business days.

If you have a question about your order please contact us hello@seleren.com and we will look into it for you.