返金ポリシー
Scope of This Policy
This Return & Refund Policy applies only to products purchased directly from selepu.com.
Products purchased from other retailers, marketplaces, or third-party platforms are subject to the return and refund policies of the original seller.
Order Cancellation
Orders can be canceled free of charge before shipment.
Once an order has been shipped, it cannot be canceled directly. If you request cancellation after shipment or refuse delivery, the original shipping cost, return shipping cost, and any related logistics fees will be the customer’s responsibility and may be deducted from your refund.
Returns or Replacements for Quality Issues
If your product has a verified quality issue within 1 year of delivery, you may request a return, replacement, or other after-sales support free of charge.
For verified product quality issues within 1 year of delivery, we will cover the related return or replacement shipping costs.
Quality issues may include, but are not limited to, failure to power on, charging failure not caused by misuse, verified Bluetooth or Wi-Fi connection failure, verified heating function failure, verified vibration or sensory feedback function failure, verified built-in sensing or sleep experience summary function failure, or other confirmed manufacturing or functional defects.
Products with quality issues reported after 1 year from the date of delivery are not eligible for free returns or replacements.
Returns for Unused Products Without Quality Issues
For returns not related to product quality issues, you may request a return within 14 days of delivery.
To be eligible for a return, the product must remain in its original condition: unused, clean, and free from stains, odors, wear, or damage. The item must be complete and include all original packaging, labels, parts, and accessories.
For returns not caused by product quality issues, the customer is responsible for the return shipping cost. The return shipping cost and any related logistics fees may be deducted from the refund amount.
Used Products Without Quality Issues
For hygiene reasons, used products without verified quality issues are not eligible for return or refund.
Subjective sleep experience, personal preference, change of mind, or results that do not meet personal expectations are not considered product quality issues.
Damaged, Defective, Incorrect, or Missing Items Upon Delivery
If you receive a damaged, defective, incorrect item, or an item with missing accessories, please contact us at support@selepu.com within 7 days of delivery.
Please provide your order number, product serial number, a description of the issue, and photos or videos showing the problem.
Once the issue is verified, we will provide a suitable solution free of charge, such as replacement parts, a replacement, a return, or a refund.
Return Authorization
Please contact our customer support team at support@selepu.com before returning any product. You will need to provide your order number, product serial number, reason for return, and product photos.
The product serial number is the 20-digit code following “S/N”. You can find it in one of the following locations:
- On the barcode label on the back of the product box;
- On the back of the eye mask head strap;
- In the app, following “S/N”.
For returns not caused by product quality issues, please provide clear photos showing the complete product and all included items:
- Package Box × 1;
- Storage Bag × 1;
- Quick Start Guide × 1;
- Eye Mask × 1;
- User Manual × 1;
- Magnetic Charging Cable × 1.
For returns related to product quality issues, please provide photos or videos showing the issue, or relevant app screenshots if applicable.
Returns sent without prior approval may not be accepted or refunded.
Once your return request is approved, the item must be shipped back within 30 days. If the item is not shipped within 30 days after approval, the return authorization may expire.
Return Shipping
Returned items must be properly packaged to prevent damage during transit. We recommend using the original packaging whenever possible.
Customers are responsible for keeping the shipping receipt and tracking number. For returns not caused by product quality issues, the customer is responsible for return shipping costs and any related logistics fees.
Refunds
After we receive your returned item, we will inspect it within 3–5 business days.
If the return is approved, the refund will be processed to your original payment method within 14 business days. The actual posting time may vary depending on your bank or payment provider.
For returns not caused by product quality issues, original shipping costs, return shipping costs, handling fees, and other related logistics fees are non-refundable where applicable and may be deducted from the refund amount.
Duties, taxes, and fees not collected or controlled by us are non-refundable where applicable.
If the returned item shows signs of use, wear, damage, stains, odors, missing parts, missing accessories, or packaging damage that affects resale, we reserve the right to deduct part of the refund or reject the return.