What is your return policy?

For all online and showroom orders, we accept items for return as long as they are in their original condition, with complete packaging and tags attached, for a full refund. Customers have 30 days from the shipping date to apply for a return request and send back the items. Please note, we do not cover the shipping fee for returns, and the original order shipping fee was not included in the refund. 

Additionally, customers can request to cancel their order within 12 hours after placing it. If the request is made before the order is processed and shipped, the cancellation will be accepted without any fees. Our order processing time is 12 hours in business days, and once the order has been shipped, cancellation is no longer possible.

If the cancellation request is made before the order is shipped and within the allowable cancellation timeframe, the order can be successfully canceled.

Here is our return address：
Paul Jin
9604 7th St
Rancho Cucamonga, CA 91730

** For any potential misuse or abuse of our return policies, we reserve the right to refuse service to anyone. If you notice any quality issues with your order, please email us at contact@seleneactive.com

 

How do I return an order?

 Follow the steps below to initiate a return by mail:

  1. Visit our Return Center page.

  2. Enter your order number and email address or phone number used for your purchase

  3. Click “Start”

  4. Select the item(s) that you would like to return

  5. You will receive an email confirmation with return instructions once the return request is approved

*** Please note: Make sure your return is dropped off and scanned 30 days within the shipping date to avoid being charged and/or not receiving your refund. For orders purchased at the showroom, please return the item(s) within 30 days from your purchase day to be eligible for a full refund. 

*** The item(s) must be returned to our warehouse correctly before the refund can be issued. 

Can I return FINAL SALE or FLASH SALE items?

All items marked as 'FINAL SALE' or 'FLASH SALE' are non-returnable. No exceptions will be made for sizing, color, fit or related issues. If you have any questions or concerns about the style of the Final Sale or Flash Sale product, please reach out to us before placing your order.

Please note that all accessories, and items marked ‘FINAL SALE’,  ‘FLASH SALE’, ‘CLEARANCE’, ‘HOLIDAY SALE’ and ‘MYSTERY BOX’ are non-returnable. We do not accept returns if there is a visible stain, marks, smears, tears, or any damage to the returned item(s).

Black Friday / Cyber Monday return policy
Please note that all items marked ‘Black Friday’ are no exchanges or refunds. And we do not offer price adjustments for any previous orders.

 

Can I exchange an item from my order?

Exchanges are only available at our Showroom in New York City. For in-stock items, we offer swaps for size or color. We do not offer exchanges through our website or via mail at this point. If you want to order an item in a different color, style, or size, please return the previous purchase and place a new order from our website.

* Visit our Return Center to initiate a return.


When will I get my refund?

Once we receive your return, we will process your refund request as soon as possible. Please allow 4-5 business days for your refund to be processed and then 5-10 business days for your bank to post the refund to your account. Refunds can only be credited back to the original form of payment.


Other Important Notes

Shipping Fee

Shipping fees are non-refundable.

Return Shipping Fee

We do not cover the shipping fee for returns at this moment. The customer is responsible for paying the shipping fee to have the package shipped back to us. You can select any carrier of your choice.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Customs Fee/Import Duties

Customs fees and duties are non-refundable. We are not able to process any modification to your order while the package is with customs. If you have concerns about potential customs fees and duties, we recommend you reach out to us before placing an order.