Refund policy

Last updated: 29 July 2026

This policy applies to orders placed on svellea.com and delivered within the European Union. It covers two separate things: your statutory right to withdraw, which the law gives you, and our 15-Day Guarantee, which we offer on top of it.

1. Your statutory right of withdrawal (14 days)

As a consumer in the EU you have the right to withdraw from your purchase within 14 days, without giving any reason.

The 14 days start on the day you — or someone you nominate — take physical possession of the goods. For an order delivered in several parcels, they start on the day you receive the last one.

To withdraw, tell us before the 14 days are up. An email to support@svellea.com saying you wish to withdraw is enough — you don't need a form or a reason. We'll confirm receipt in writing.

Important — sealed cosmetic products. Svellea Cryo-Thermo Sculpting Gel is supplied sealed for hygiene reasons. Under EU consumer law, the right of withdrawal does not apply to sealed goods which are not suitable for return for reasons of health protection or hygiene once they have been unsealed after delivery.

In plain terms: once you break the seal, the 14-day statutory withdrawal no longer applies to that jar. By placing your order you acknowledge this and agree that you lose the right of withdrawal on any unit you unseal.

Unopened, unsealed units can be withdrawn as normal within the 14 days.

If you have opened the product, this is exactly what the 15-Day Guarantee below is for.

2. The 15-Day Guarantee

This is our own commercial promise. It is separate from the law, and it is the route that applies once you've opened the jar.

Use the gel once a day for 15 days. Take a photo on day 1 and a photo on day 15. If you don't see a difference, write to support@svellea.com within 30 days of delivery and we refund you in full.

We may ask to see the two photos. That's not a trick to refuse you — it's how we learn what worked and what didn't. If you'd rather not send them, say so and we'll process the refund anyway.

The guarantee covers one purchase per customer.

3. Do you have to send the product back?

No. Once we've agreed your refund, you keep the product. For a single jar, shipping it back across a continent costs more than the product itself and helps nobody. There is no return address and nothing for you to post.

For unopened units withdrawn under section 1, the same applies: contact us and we'll settle it by email.

4. When you get your money back

We refund within 14 days of accepting your withdrawal or guarantee claim, using the same payment method you used to pay. There's no fee for this.

If your order qualified for free shipping there is nothing to refund on postage. If you paid for Insured and Priority Shipping, we refund the standard delivery cost as required by law.

5. Damaged, wrong or missing items

If your order arrives damaged, incomplete, or isn't what you ordered, email support@svellea.com within 14 days of delivery with a photo. We replace it or refund it — your choice. You don't pay anything, and this is separate from the two options above. The seal exception in section 1 does not apply to faulty goods.

Under EU law you also have a two-year legal guarantee of conformity on goods that turn out to be faulty. That right stands regardless of anything written here.

6. Orders that haven't shipped yet

Write to us as soon as you can. If the order hasn't left the warehouse we'll cancel it and refund in full. Once it's in transit we can't stop it, but the sections above still apply on arrival.

7. How to reach us

Email support@svellea.com. We reply within one business day.

Svellea is operated by NDM Digital Commerce LLC, 30 North Gould Street, Ste R, Sheridan, Wyoming 82801, United States.