Return & Refund Policy

Effective Date: October 2026

Thank you for shopping with Selvynne.

We want every customer to have a clear and dependable shopping experience when purchasing pet supplies, accessories, and everyday products for their animals.

We understand that there may be occasions when a purchased item needs to be returned, a refund is requested, an order needs to be cancelled, or assistance is required because a delivery has not arrived as expected.

This Return & Refund Policy outlines the conditions and procedures applicable to these situations, including our return guarantee, product eligibility requirements, shipping responsibilities, refund arrangements, and customer support process.

For assistance with a return, refund, or order-related concern, please contact:

Email: service@selvynne.com

When contacting us about an existing purchase, please provide your order number and the email address used at checkout. This will help us identify the relevant transaction and review your request.

1. Our 180-Day Return Guarantee

At Selvynne, eligible purchases are covered by our 180-Day Return Guarantee.

Customers may contact us to request a return within 180 calendar days from the date their order is delivered.

We offer this extended return period to give customers additional time to evaluate their purchases and determine whether the selected pet supplies and accessories meet their expectations.

All return requests are subject to the eligibility requirements and procedures described in this policy.

Requests submitted after the 180-day period may fall outside our voluntary return guarantee, unless additional rights or remedies are provided under applicable consumer protection laws.

Before sending any merchandise back, customers must contact our support team and obtain the relevant return authorization and shipping instructions.

Please understand that the 180-Day Return Guarantee does not mean that return shipping is automatically free for every type of return.

Responsibility for return transportation costs depends on the reason for the request and the circumstances surrounding the purchase.

Our voluntary return arrangement operates alongside applicable statutory consumer rights and does not replace, reduce, or restrict any protection that cannot legally be excluded.

2. Return Requirements and Product Condition

Whether a product qualifies for a return depends on the reason for the request, its condition, and the relevant requirements under this policy.

For voluntary returns based on personal preference or a change of mind, products should generally satisfy the following conditions:

• The product has not been used and remains in its original condition.

• Original packaging is included where available or required.

• All accessories, detachable components, instructions, and other supplied items are included.

• The returned merchandise meets the applicable requirements stated in this policy.

When preparing pet supplies or accessories for return, customers should handle the merchandise carefully and take reasonable precautions to prevent additional damage during packaging and transportation.

Products that have been used, altered, damaged after delivery, or returned with missing components may not qualify for voluntary change-of-mind returns, subject to applicable law.

If particular items have additional return conditions or restrictions, the relevant requirements should be disclosed on the product page or through the applicable purchasing information before checkout.

These voluntary return requirements do not automatically prevent customers from requesting an appropriate remedy for products that arrive defective, damaged, incorrect, incomplete, or materially different from their published descriptions.

Every request will be considered individually, taking into account the product's condition, the reason for the return, available purchase information, and applicable legal requirements.

3. Damaged, Defective, Incorrect, or Incomplete Products

We take reasonable care when preparing pet supplies and accessories for shipment.

However, if your order arrives damaged, contains missing components, does not function as described, or differs materially from the product you purchased, please contact us at:

service@selvynne.com

We recommend reporting the issue as soon as reasonably possible so that our team can review the circumstances and determine an appropriate solution.

To assist with the assessment, we may request:

• Your order number.

• Your full name.

• The email address associated with the purchase.

• The product name and a description of the problem.

• Relevant photographs or videos showing the product, packaging, or affected parts, where appropriate.

After reviewing the information provided, we will determine the appropriate next steps based on the nature of the issue.

Depending on the circumstances, available resolutions may include:

• Providing a replacement product.

• Issuing an applicable refund.

• Arranging an authorized return.

• Offering another appropriate remedy.

If a product is confirmed to have arrived defective, damaged during transportation, incorrectly supplied, incomplete, or materially inconsistent with its advertised description, Selvynne will provide an appropriate resolution without imposing additional costs on the customer to correct the confirmed problem, subject to applicable law.

If returning the affected merchandise is necessary, please contact us before arranging shipment. Our team will explain the approved return procedure.

4. Returns Due to Changed Preferences

We understand that customers may occasionally reconsider a purchase or decide that an item is not the preferred choice after ordering.

Eligible non-defective merchandise may be submitted for return consideration within the 180-day return period.

Examples of voluntary return requests may include:

• No longer needing the purchased pet accessory.

• Preferring a different color, size, or design.

• Selecting another style of pet toy or household accessory.

• Changing your mind after completing an order.

• Finding that a product does not suit your intended household arrangement or pet-related requirements.

All such requests remain subject to the product condition and eligibility requirements outlined in this policy.

For approved change-of-mind returns:

• Customers are generally responsible for the cost of return shipping.

• Returned products must satisfy the applicable condition requirements.

• Original outbound shipping charges may not be refundable unless required by applicable law or otherwise approved by Selvynne.

Please contact our customer service team before returning any merchandise.

We will review your request and provide the appropriate instructions.

Nothing in this section is intended to remove or restrict consumer rights and remedies that cannot legally be waived.

5. How to Request a Return

To start the return process, please send an email to our customer service team:

Email: service@selvynne.com

Please include the following details in your message:

• Your order number.

• The name of the product you wish to return.

• The reason for requesting a return.

• Your full name.

• The email address used when placing the order.

• Relevant photographs, videos, or additional supporting information, if applicable.

After receiving your request, our team will review the purchase details and explain the next steps.

In certain situations, we may need additional information to understand the reason for the return or determine which resolution is appropriate.

Please wait until you receive return approval and the relevant shipping instructions before dispatching any merchandise.

Packages sent without prior authorization or without sufficient order identification may be more difficult to locate and process.

6. Return Approval and Designated Return Address

Once a return request has been accepted, Selvynne will provide instructions based on the specific purchase and return circumstances.

The instructions may include:

• The approved return facility address.

• Applicable packaging and transportation requirements.

• A return authorization or reference number.

• Additional details required to identify and process the returned merchandise.

Important: Please do not send merchandise to our registered business address unless our customer service team has explicitly confirmed that it is an authorized return location.

The facility designated to receive returned products may be different from our company's registered business or correspondence address.

Sending merchandise to an unapproved location or failing to include the required return identification may cause processing delays and make the shipment more difficult to trace.

Customers should retain their return shipping receipts and tracking information until the return request has been fully resolved.

7. Return Shipping Costs and Responsibilities

The party responsible for return transportation costs depends on why the product is being returned.

Voluntary Returns and Changes of Mind

For eligible returns resulting from personal preference or a change of mind:

• Customers are generally responsible for the return shipping expense.

• Merchandise must be dispatched according to the instructions provided after return approval.

• Original outbound shipping fees may not be refunded unless required by applicable law or an exception is approved by Selvynne.

Returns Involving Product or Fulfillment Issues

If a product is confirmed to have a manufacturing defect, transportation damage, missing components, an incorrect item, or a material difference from its advertised description, we will arrange an appropriate resolution.

When a physical return is required to address a confirmed issue, we will either:

• Arrange the return shipment at our expense; or

• Provide instructions for reimbursement of an agreed return transportation cost.

Customers should contact us before paying for return postage.

Steps to Follow Before Returning an Item

Please follow this procedure:

1. Email our customer service team at service@selvynne.com.

2. Provide the relevant order and product information.

3. Wait for return approval and the designated shipping instructions.

4. Send the merchandise to the authorized return address.

Any mandatory statutory protections or consumer rights will take precedence over conflicting provisions in this policy.

8. Inspection of Returned Merchandise

After returned merchandise arrives at the designated facility, it may be inspected to confirm its condition and determine whether the applicable return requirements have been satisfied.

Depending on the product, our assessment may consider:

• The overall physical condition of the item.

• The condition and availability of original packaging.

• Whether all supplied accessories and components have been included.

• Whether the returned item corresponds to the original purchase.

• The reason provided for the return.

• Other relevant requirements described in this policy.

For pet supplies and accessories, inspection may involve reviewing product surfaces, materials, closures, stitching, detachable parts, functional components, and other relevant design or construction features.

The inspection process is intended to evaluate the return request fairly.

It does not remove or restrict any rights or remedies available to customers under applicable consumer protection legislation.

If additional clarification is required, our customer support team may contact you before confirming the final resolution.

9. Refund Method and Processing Period

Once a refund has been approved, Selvynne will arrange payment back to the original payment method used for the purchase.

The applicable processing period depends on how the refund is authorized.

Refunds Requiring a Physical Return

When merchandise must be returned and inspected before a refund can be approved, the refund will be processed within 5–10 business days after the returned product has been received and inspected.

Refunds Approved Without a Return

If we authorize a refund without requiring the customer to send the merchandise back, the refund will be processed within 5–10 business days following approval.

Refunds for Approved Order Cancellations

When a cancellation request is accepted after payment has been collected, the applicable refund will be processed within 5–10 business days after cancellation approval.

When Will the Money Be Available?

The timeframes above refer to the internal refund processing period handled by Selvynne.

After a refund has been issued, additional time may be required by your bank, card issuer, or payment service provider before the funds appear in your account.

The actual posting period depends on the procedures of the relevant financial institution or payment provider.

If the applicable processing period has passed and you have not received a refund confirmation or corresponding credit, please contact our support team with your order information.

We will review the available transaction records and assist you in checking the refund status.

10. Order Cancellation Requests

If you decide that you no longer wish to proceed with a purchase, please contact our customer service team as soon as possible.

Email: service@selvynne.com

Please provide your order number and the email address used during checkout so that we can locate your transaction.

After receiving your request, we will check the current fulfillment status and make reasonable efforts to accommodate the cancellation before the order enters the shipping process.

Please be aware that order preparation may begin shortly after payment confirmation.

As a result, cancellation cannot be guaranteed once warehouse picking, packaging, fulfillment, or shipment has already started.

Refunds for Approved Cancellations

If a cancellation is accepted before dispatch and payment has already been collected, the applicable refund will be returned to the original payment method within 5–10 business days after approval.

Orders That Have Already Been Shipped

If your order has already been dispatched, you may submit a return request after delivery in accordance with this policy and any applicable statutory consumer rights.

Cancellation requests are assessed individually based on the order's current status and the relevant circumstances.

11. Delivery Delays, Missing Packages, and Lost Shipments

If your purchase has not arrived within the expected delivery period, tracking information has remained unchanged for an unusually long time, or you believe your parcel may have been lost, please contact our customer service team.

Where available, please provide:

• Your order number.

• The shipment tracking number.

• Relevant delivery information.

• A brief explanation of the problem.

Our team may review the dispatch records, check available carrier tracking information, and communicate with the relevant shipping or logistics provider where necessary.

Lost Packages

If a shipment is confirmed to have been lost during transportation, Selvynne will assess the circumstances and arrange an appropriate resolution in accordance with our policies and applicable legal requirements.

Possible solutions may include:

• Sending a replacement product.

• Issuing a refund.

• Providing another suitable remedy.

If a refund is approved without requiring a return, it will be processed within 5–10 business days after approval.

Packages Marked as Delivered but Not Received

If the shipping carrier indicates that a parcel has been delivered but you cannot locate it, please notify us at service@selvynne.com as soon as possible.

Before contacting us, you may wish to check:

• The designated delivery location.

• Whether a household member or authorized recipient accepted the package.

• Building reception or mailroom facilities.

• Secure locations where the carrier may have placed the parcel.

We will review the available delivery records and contact the carrier or logistics provider where appropriate.

A tracking status marked as "Delivered" does not automatically prevent further investigation or customer assistance.

We will consider the available information and determine an appropriate resolution based on the circumstances and applicable legal requirements.

Each reported delivery concern will be assessed individually.

If your package is still in transit, please contact us before requesting a replacement or return so that we can first review its current shipment status.

12. Company Information and Customer Support

For questions about returns, refunds, order cancellations, damaged pet supplies, incorrect merchandise, missing items, or delivery concerns, please use the official contact information below.

Brand Name:
Selvynne

Operating Company:
Shanghai Yuanxi Zhisuo Intelligent Technology Co., Ltd.

Business Address:
Southwest Area, 3rd Floor, No. 2123 Pudong Avenue, China (Shanghai) Pilot Free Trade Zone, Shanghai, China.

Customer Support Email:
service@selvynne.com

Customer Service Phone:
+86 21 50833588

Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM Eastern Time (ET)

Typical Response Time:
1–2 business days

For assistance with an existing purchase, please include your order number and the email address associated with your checkout.

Providing these details helps our team identify the relevant transaction and respond more efficiently.

Important Information About Return Addresses

The business address listed above is provided for company identification and business correspondence.

It is not automatically an authorized merchandise return destination unless our customer service team has specifically confirmed otherwise.

Customers must contact service@selvynne.com to obtain the appropriate return authorization and shipping instructions before sending any merchandise back.

Thank you for choosing Selvynne. We appreciate your trust and will do our best to provide clear assistance throughout the return and refund process.