Refund policy

Last updated: September 28, 2026

Your satisfaction matters to us. Here is how we handle returns, exchanges and refunds.

Opened products and personal preference

Our products are handmade and intended for personal care. For hygiene reasons, we do not take back or exchange a product when the request comes down to personal preference, for example if you do not like the scent, the texture or the experience. Everyone perceives scents and textures in their own way.

This applies to oils, kits, bath salts, roll-ons, body care and other similar products.

Damaged, defective, wrong or missing product

If your order arrives damaged, a product is defective, you received the wrong product or one is missing, write to us at info@selv.ca with your order number and a photo of the product and the packaging. Ideally, do so within 7 days of delivery: it makes it easier for us to follow up with the carrier.

We replace the product or, if you prefer, refund you. It costs you nothing, shipping included. You do not need to send the product back unless we ask you to. In that case, we pay the return shipping.

These commitments are in addition to the legal warranty under the Consumer Protection Act, which applies at all times.

Changing or cancelling an order

Write to us as soon as possible. If your order has not been prepared yet, we can change or cancel it and refund you in full. Once the parcel has shipped, this is no longer possible, but the rules above on damaged or wrong products still apply.

If your order is late, see the “Late delivery” section of our shipping policy.

Refunds

We refund to the payment method used for the order, within 15 days of approving your request. How long it takes to appear on your statement then depends on your financial institution.

Gifts

A product received as a gift follows the same rules: it is not taken back for personal preference, but if it is damaged or defective, write to us and we will replace it.

Purchases from a retailer

If you bought our products from a retailer, send your request to that retailer, under its own policy. If you have doubts about a retailer, write to us at info@selv.ca.