AquaClean Contoured Ergo Douche Set

Processing Time:

• Orders are usually processed the same business day.
• During busy periods, processing may take up to 24–48 hours.

Delivery Timeframes (Australia)

• Standard delivery: 2–4 business days after processing for most metro areas.
• Regional and remote areas can take a little longer.
• Public holidays can add delays outside our control.

Carriers, Tracking and Packaging:

• All orders include tracking. You’ll receive tracking details by email once your parcel is on the way.
  
• Discreet packaging: plain outer packaging with no product names on the label.
  
• Authority to Leave (ATL) can be selected at checkout if available. If ATL is used, liability transfers once the carrier marks the parcel delivered.

Address Issues and Failed Delivery

• Please check your shipping address carefully. We can’t replace items shipped to an incorrectly provided address.
  
• If a parcel is returned to sender due to an incomplete or incorrect address, we’ll contact you to arrange re-shipping (additional postage may apply).

Lost or Late Parcels

• If your parcel hasn’t moved for 5 business days after the last scan, contact us at hello@seloura.com.au with your order number and tracking link.
  
• We’ll lodge an investigation with the carrier.
  

Hygiene Policy (Change of Mind)

• Due to the intimate nature of our products, we do not accept returns for change of mind once packaging has been opened or tampered with.
  
• Unopened items in their original, sealed packaging may be returned within 14 days of delivery. Please contact us first for a Return Authorisation (RA). Return postage is at the customer’s cost.
  
• For approved unopened returns, refunds are processed to the original payment method once the item is received and inspected (allow 3–5 business days).

Faulty, Damaged or Incorrect Items

• If your item arrives damaged, defective, or incorrect, please email hello@seloura.com.au within 30 days of delivery with:
  
  – Your order number
  
  – A brief description of the issue
  
  – Clear photos or a short video showing the fault or damage
  
• We’ll repair, replace, or refund in line with Australian Consumer Law. In many cases, we’ll provide a prepaid return label or offer a replacement without requiring a return, depending on the issue.

What Isn’t Returnable

• Opened or used items (for hygiene reasons)
  
• Items without original retail packaging or with missing parts
  
• Clearance items marked “Final Sale” (unless faulty)
  
• Gift cards

Exchanges

• We don’t offer direct exchanges. If you need a different item, please place a new order and request a return (if eligible) for the original item.

How to Start a Return

1. Email hello@seloura.com.au with your order number and reason for return.
   
2. Wait for our reply with your RA and instructions.
   
3. Pack the item securely. For unopened returns, the product must arrive in resaleable condition.
   
4. Keep your postage receipt and tracking number.

Refund Timing

• Once your return is received and approved, we’ll process your refund within 3–5 business days.
  
• Your bank may take a little longer to post the refund to your account.

Australian Consumer Law

Your rights under the Australian Consumer Law apply in addition to our policy. If a product has a major failure, you are entitled to a replacement, repair, or refund. Nothing in this policy limits those rights.