Refund policy

Last updated: 23 August 2026

ARTICLE 1 - RIGHT OF WITHDRAWAL (COOLING-OFF PERIOD)

1.1 Statutory period: As a consumer in the EU (including Ireland), the EEA or the UK, you have a statutory cooling-off period of 14 days after receiving your product. Within this period you may cancel your purchase without giving a reason.

1.2 Rest of the world: For customers outside the EU, the EEA and the UK as well, we offer a cooling-off period of 14 days after receiving the product to withdraw from the purchase without giving a reason, unless mandatory local law prescribes a longer period. Statutory warranties for defective products continue to apply worldwide.

1.3 Condition of the product and diminished value: You may unpack and inspect the product as you would in a shop. If you handle the product more than is necessary to establish its nature, characteristics and functioning, we may deduct an amount for the diminished value from your refund. Sealed hygiene products whose seal has been broken after delivery are excluded from withdrawal (see Article 4).

ARTICLE 2 - RETURN PROCEDURE

2.1 Registering and returning: Register your return within the period of 14 days stated above via info@selouche.com. After registering, you have a further 14 days to actually return the product.

2.2 Instructions: After you register, we will send you the return instructions and the correct return address. Please note: never send your parcel directly to the address on the shipping label. Parcels that arrive there without prior registration cannot be processed or refunded.

2.3 Model form: For withdrawal you may use the statutory model withdrawal form. Registering by email is often faster.

ARTICLE 3 - RETURN COSTS

3.1 At your own expense: The cost of the return shipment is at your own expense, unless the product is defective or the wrong product was delivered (see Article 5).

3.2 Proof of shipment: You are responsible for choosing the carrier. We recommend using a shipping method with Track & Trace. Without valid proof of shipment we cannot issue a refund in the event of loss during transit.

ARTICLE 4 - EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

In accordance with the law, the following products are excluded from return:

  • Hygiene products: items whose seal has been broken after delivery (for example cosmetics, earrings).
  • Made to order: products manufactured or personalised to your specifications.
  • Perishable goods: products with a limited shelf life.

ARTICLE 5 - DEFECTS, WARRANTY AND CONFORMITY

5.1 Reporting: Was your product delivered defective or damaged? Please report this as soon as possible after discovery via info@selouche.com, with photos or videos of the defect.

5.2 Statutory warranty periods: We respect the mandatory statutory warranty periods of the country where you live (in the EU at least 2 years; in Spain 3 years; in Ireland and the UK there is also a 'short-term right to reject' of 30 days for defects; in Australia the right to replacement or a refund in the event of a major failure).

5.3 Right to repair: In the event of a valid defect, you are entitled to free repair or replacement. If that is not possible, a full refund will follow.

ARTICLE 6 - REFUSAL AND CUSTOMS

If you refuse a parcel on delivery because of import duties owed, or you do not collect it in time from a pick-up point, the actual return shipping costs may be deducted from your refund.

ARTICLE 7 - REFUND POLICY

7.1 Total amount: In the event of a full withdrawal, we refund the full order amount, including the standard shipping costs of the original shipment.

7.2 Time limit: We process your refund no later than 14 days after receiving the returned product, or after you have demonstrated with valid Track & Trace proof that you have shipped it.

7.3 Payment method: We always issue refunds via the same payment method you used for the purchase.