Cancellation & Refund Policy

1. Pre-Dispatch Order Cancellation

If your order has not yet been packed or dispatched by the merchant, you may request an immediate, free cancellation by contacting support at support@sepivel.com with your order reference code. Once an order is handed over to the carrier, the standard post-delivery return procedure applies.

2. 14-Day Statutory Right of Withdrawal

In accordance with consumer protection regulations, customers have the right to withdraw from their purchase within 14 (fourteen) calendar days from the date of product delivery without stating any reason and without incurring penalty charges.

3. Return Steps and Procedures

1. Initiating a Return: Email your return request and order number to support@sepivel.com or submit a return request via your customer account portal.
2. Packaging: Ensure the merchandise is safely placed in its original packaging along with all included accessories, documentation, and the purchase invoice.
3. Carrier Drop-Off: Ship the package using the merchant's authorized return cargo waybill code provided upon return authorization.
4. Inspection & Refund: Upon warehouse receipt, items undergo inspection. Approved returns are refunded back to the original payment method within fourteen (14) business days.

4. Bank Reimbursement Timelines

Once a refund is authorized, notification is transmitted to the issuing bank immediately. Depending on your bank's processing cycles:

• Credit Cards: Typically reflect within 1 to 4 business days.
• Debit Cards: Typically reflect within 3 to 14 business days.
• Installment Purchases: The refund is credited back in accordance with your bank's installment credit terms.

5. Non-Returnable Goods (Exceptions)

The right of withdrawal does not apply to:

• Custom-made, personalized, or engraved merchandise;
• Unsealed intimate apparel, swimwear, hygiene items, and cosmetics;
• Perishable items or products with short expiration dates;
• Digital goods, software licenses, or instantly provisioned virtual items.

6. Damaged or Defective Items

If a parcel shows visible physical damage upon delivery, please request a damage assessment report from the courier and refuse delivery. In the event of defective items, merchants provide an immediate free replacement or full refund upon inspection.