Last updated: Juli 2026

Thank you for shopping with SEVLUNE.

This Returns & Refunds Policy explains the conditions and procedures applicable to order cancellations, withdrawals, returns, exchanges, and refunds for products purchased through the SEVLUNE website.

Website: https://sevlune.com/
Email: contact@sevlune.com

This Policy forms part of the SEVLUNE Terms and Conditions.

1. Scope

This Policy applies to products ordered through the SEVLUNE website and delivered within Tunisia.

Nothing in this Policy limits any mandatory rights granted to consumers under applicable Tunisian law.

2. Cancelling an Order Before Dispatch

You may request the cancellation of an order before it has been dispatched.

To request a cancellation, contact us as soon as possible at:

contact@sevlune.com

Please include:

• your full name;
• your order number;
• the telephone number used for the order;
• a clear request to cancel the order.

We will make reasonable efforts to stop the order before it is handed to the delivery provider.

Where the order has already been dispatched, it may be necessary to process the request as a return or withdrawal after delivery.

3. Right of Withdrawal

Subject to applicable Tunisian law and the exceptions described below, you may withdraw from your online purchase within 10 working days from the date you receive the products.

You do not need to provide a reason when exercising your right of withdrawal.

To exercise this right, you must send a clear request to:

contact@sevlune.com

Your request should include:

• your full name;
• your order number;
• your telephone number;
• the product you wish to return;
• the delivery date;
• a clear statement that you wish to withdraw from the purchase.

SEVLUNE will then provide you with the return instructions and return address.

4. Conditions for Change-of-Mind Returns

A product returned because you have changed your mind should be:

• unused;
• unopened and unsealed;
• in its original condition;
• complete;
• returned with its original packaging;
• returned with any accessories, samples, or gifts supplied with it;
• protected appropriately during return transportation.

Where reasonably possible, please include the order confirmation, invoice, or any other proof of purchase.

The customer is responsible for ensuring that the product is packaged securely to prevent damage during transportation.

5. Cosmetic and Skincare Products

For hygiene, safety, and product-integrity reasons, cosmetic and skincare products that have been opened, unsealed, used, tested, contaminated, or damaged after delivery may not be eligible for a change-of-mind return where they cannot safely be resold or returned in their original condition.

Products that are likely to deteriorate, expire, or become unsuitable for resale may also be excluded from change-of-mind returns in accordance with applicable law.

This restriction does not affect your rights where the product:

• is defective;
• was damaged before or during delivery;
• does not correspond to your order;
• has passed its expiry date;
• is unsafe;
• has a visible or hidden defect;
• is otherwise non-compliant with applicable legal requirements.

6. Incorrect, Missing, Damaged, or Defective Products

Please contact SEVLUNE as soon as possible if:

• you received the wrong product;
• an item is missing from your order;
• the product arrived damaged;
• the package was opened or seriously damaged during delivery;
• the product appears defective;
• the product does not match its description;
• the product has passed its expiry date;
• the product does not correspond to your confirmed order.

Under applicable Tunisian electronic-commerce rules, a non-compliant product may be returned in its received condition within 10 working days from the delivery date.

Please contact:

contact@sevlune.com

Your message should include, where possible:

• your full name;
• your order number;
• your telephone number;
• the name of the affected product;
• a description of the issue;
• the delivery date;
• clear photographs of the product and packaging;
• a photograph of the batch number and expiry date, where relevant.

Photographs help us investigate the problem but do not automatically replace or restrict your legal rights.

Please keep the affected product and its packaging until SEVLUNE has reviewed your request and provided instructions.

7. Packages Damaged During Delivery

Customers are encouraged to inspect the external condition of the package before accepting it.

Where a package is visibly opened, wet, crushed, torn, or seriously damaged, you may:

• refuse the package;
• ask the delivery agent to record the damage;
• take photographs of the package;
• contact SEVLUNE immediately.

Please do not open or use a product that appears contaminated, broken, leaking, or unsafe.

Accepting the package does not remove your legal rights if damage or a defect is discovered after opening it.

8. Products That Do Not Match the Order

Where a product does not correspond to your confirmed order, you may request:

• replacement with the correct product;
• exchange for another product, subject to availability;
• a full or partial refund, where appropriate.

SEVLUNE will provide instructions for returning the incorrect product.

A replacement will not be sent without confirming the proposed solution with the customer.

9. Return Shipping Costs

Change-of-mind returns

Where you exercise your right of withdrawal simply because you have changed your mind, you are responsible for the direct cost of returning the product.

The original delivery charge may be treated in accordance with applicable Tunisian law and the circumstances of the order.

Incorrect, damaged, defective, or non-compliant products

Where the return is caused by an error attributable to SEVLUNE, a defective product, a product that does not correspond to the order, or a failure to comply with the agreed delivery period, SEVLUNE will cover or reimburse the reasonable expenses associated with the return, as required by applicable law.

You should keep any receipt or proof of the return cost.

10. Return Procedure

Before returning a product, please contact SEVLUNE at:

contact@sevlune.com

Do not send a product to our registered office or to the delivery company without first receiving return instructions.

After reviewing your request, we will provide:

• confirmation that your request has been received;
• the applicable return address;
• packaging instructions, where necessary;
• the recommended return method;
• any reference number that should appear on the package.

Returns sent to an incorrect address or without sufficient identification may be delayed.

The product remains your responsibility until it is received by SEVLUNE or by the return provider designated by SEVLUNE.

11. Return Inspection

Once the returned product is received, SEVLUNE may inspect:

• the condition of the product;
• whether it has been opened or used;
• its packaging and seal;
• its batch number;
• its expiry date;
• the reason for the return;
• any reported damage or defect;
• whether all accessories and gifts have been returned.

We will notify you of the outcome of the inspection.

For a change-of-mind return, a refund may be refused or reduced where the product has been used, damaged, opened, contaminated, or returned in a condition that makes it unsuitable for resale, subject to applicable law.

This does not apply where the product was already defective, damaged, or non-compliant when delivered.

12. Refund Time

Where a valid withdrawal is accepted, SEVLUNE will issue the applicable refund within 10 working days from the date the returned products are received.

Where a product is returned because it does not correspond to the order or because the agreed delivery period was not respected, SEVLUNE will refund the amount paid and the applicable related expenses within 10 working days from the date the product is returned.

The time required for the funds to become available may depend on the refund method and the relevant financial or postal service.

13. Refund Method for Cash on Delivery Orders

SEVLUNE currently accepts payment through Cash on Delivery.

As no payment card was used for the original transaction, refunds cannot normally be returned to a debit or credit card.

The refund may therefore be made through one of the following methods:

• bank transfer;
• postal transfer;
• cash collection from an agreed location;
• another method agreed between SEVLUNE and the customer.

SEVLUNE may request the information reasonably necessary to issue the refund, such as:

• the customer’s full name;
• telephone number;
• bank account details;
• postal payment details;
• proof of identity where reasonably necessary to prevent fraud.

The information provided for the refund will be processed in accordance with the SEVLUNE Privacy Policy.

SEVLUNE will not ask for your bank card password, PIN, or online banking password.

14. Exchanges

Exchanges may be offered where:

• the requested replacement product is available;
• the original product meets the applicable return conditions;
• the exchange has been approved by SEVLUNE.

An exchange is not guaranteed until SEVLUNE confirms product availability.

Where there is a price difference:

• the customer may be required to pay the difference where the replacement product is more expensive;
• SEVLUNE will refund the difference where the replacement product is less expensive.

Delivery or return charges associated with a change-of-mind exchange may be charged to the customer.

Where the exchange is required because SEVLUNE delivered an incorrect, damaged, or defective product, SEVLUNE will bear the applicable delivery and return costs.

15. Promotional Products, Gifts, and Bundles

Where a returned order included a promotional gift, sample, discount, bundle, or “buy one, get one” offer, all relevant items may need to be returned together.

Where part of a promotional bundle is retained, the refund may be recalculated according to the normal price or the applicable promotional conditions.

A complimentary sample does not normally need to be returned where it has no separate commercial value, unless otherwise indicated.

16. Orders Refused at Delivery

Where you wish to cancel an order that has already been dispatched, please contact SEVLUNE before refusing the package.

Refusing a package without contacting us may delay the identification and processing of the return.

Where a package is refused because it is visibly damaged, opened, or does not correspond to the order, please notify SEVLUNE immediately.

Repeated refusal of confirmed Cash on Delivery orders without a legitimate reason may result in additional verification measures or restrictions on future orders, subject to applicable law.

17. Allergic Reactions and Skin Sensitivity

Cosmetic products may produce different results depending on individual skin type, sensitivity, allergies, medical treatment, and method of use.

An allergic reaction does not automatically mean that a product is defective.

However, SEVLUNE will review reports of adverse reactions individually, taking into account:

• the product’s ingredient list;
• the product’s condition;
• the batch number;
• the expiry date;
• the manufacturer’s instructions;
• the circumstances in which the product was used.

If you experience irritation, burning, swelling, severe redness, or another adverse reaction:

• stop using the product immediately;
• retain the product and its packaging;
• contact an appropriate healthcare professional where necessary;
• contact SEVLUNE at contact@sevlune.com.

Please do not send detailed medical records or sensitive health information unless it is strictly necessary and specifically requested.

18. Unavailable Products

Where a product becomes unavailable after an order has been placed, SEVLUNE will inform the customer as soon as reasonably possible and before the planned delivery date.

The customer may:

• remove the unavailable item from the order;
• select an alternative product;
• modify the order;
• cancel the order.

Since payment is made upon delivery, no amount will normally be collected for an unavailable product.

Where an amount has already been paid, SEVLUNE will refund it in accordance with applicable law.

19. Late or Missing Refunds

If you have not received an approved refund after the communicated processing period:

1. Check the bank account, postal account, or refund method agreed with SEVLUNE.
2. Contact the relevant bank or payment service, as processing may require additional time.
3. Contact SEVLUNE at contact@sevlune.com with your order and return references.

We will review the status of the refund and provide available information.

20. Abuse and Fraud

SEVLUNE may refuse a return or refund request where there is reasonable evidence of:

• fraud;
• falsified documents or photographs;
• deliberate damage caused after delivery;
• substitution of the original product;
• return of a counterfeit or different item;
• abuse of the returns procedure.

Any refusal will remain subject to the customer’s mandatory rights under Tunisian law.

21. Policy Changes

SEVLUNE may update this Returns & Refunds Policy to reflect changes to:

• applicable laws;
• delivery arrangements;
• payment methods;
• products;
• customer service procedures;
• website operations.

The latest version will be published on this page with an updated revision date.

The version applicable to an order will generally be the version available when the order was placed.

22. Contact Us

For any question or request regarding a cancellation, return, exchange, damaged product, or refund, please contact:

SEVLUNE
Website: https://sevlune.com/
Email: contact@sevlune.com
Customer service hours: 7/7 : 8H – 19H