Most SELUNA pieces contain natural stones. The veining and mineral imperfections of each stone differ, and slight colour variation may occur; natural inclusions, dark spots, dark lines and internal fissures are normal. For online purchases, please order only if you accept these natural characteristics. Once sold, pre-order items cannot be returned or exchanged except for serious defects.
Not Within the Scope of Defects (Not Eligible)
1. Colour variation: computer and phone screens display colours differently; the actual product prevails.
2. Natural stones: each natural stone has unique veining and imperfections and is one of a kind.
3. Metal scratches: fine scratches from friction on metal surfaces are normal.
4. Size tolerance: measurements may vary; 0.5 to 1 cm is within the normal range.
5. Handcrafting marks: as all pieces are handmade, slight misalignment, unevenness or residual adhesive is unavoidable.
6. Ear-post bending: sterling silver is soft, and slight bending is normal.
7. Minor differences at metal solder points, and fine scratches or small bumps on plated surfaces, are normal.
Requesting a Return or Exchange
The Company accepts returns or exchanges only for goods with serious defects or incorrectly delivered items. Within seven (7) days of receipt (counting from the parcel's signed delivery date), if you find damage or scratches not caused by human factors, or packaging damage occurring in transit, please email info@seluna.com.hk or call / WhatsApp (+852) 6606 1668 to notify Customer Service, with photographs. The Company will assess the actual goods and reserves the right to accept or reject any return or exchange request.
Return Process and Notes
1. Returned goods must be kept in brand-new condition and returned with the original packaging, accessories and certificate (if any).
2. For defective or incorrectly delivered goods, the Company bears the return shipping; for non-defective returns (where applicable), shipping is borne by the buyer. The risk in transit is borne by the sender — please pack carefully to avoid damage in transit.
3. If goods cannot be returned intact due to malfunction, damage, wear, scratches, stains or packaging damage caused by misuse or dismantling, the Company will charge a restoration fee or claim a proportionate amount of the item's value based on its condition.
4. Pre-order / custom-made items and items purchased in the physical shop cannot be returned or exchanged except for serious defects. For items bought in the physical shop, you should inspect them at the time of purchase.
High-Value Item Certificates
1. High-value items come with a certificate (e.g. GIA or an accredited gemmological laboratory). Please return the certificate together with the item; if you arrange independent testing, the cost is borne by you.
SELUNA reserves the right of final decision on returns and exchanges and the right to interpret the above terms (without affecting your statutory rights).
