Refund policy

Please do not send any item back without contacting us first, as unauthorized returns may not be accepted.

At SYSELI, we want you to feel confident when shopping with us. If you experience any issue with your order, please contact us and we will do our best to help.

Order Cancellation

Orders may be canceled before they are shipped. Once an order has been shipped, it can no longer be canceled through our standard cancellation process.

Orders are typically processed within 1-2 business days.

EU Right of Withdrawal

If you are a consumer in the European Union (EU), you generally have the right to withdraw from your online purchase within 14 days of receiving your order, without giving a reason.

To exercise this right, contact us at support@syseli.com before the 14-day period expires. After notifying us, the eligible item must be returned within 14 days.

Unless the return is due to our error, you are responsible for the direct return shipping cost.

For an eligible withdrawal, we will refund the purchase price and the cost of our least expensive standard delivery option. We may withhold the refund until we receive the returned item or proof that it has been sent.

Return and Exchange Requests

In addition to applicable statutory rights, you may request a return or exchange within 30 days of delivery.

Please contact us at support@syseli.com and include your order number and the reason for your request. We will review your request and provide return instructions if the item is eligible.

Return Process

  1. Contact us at support@syseli.com within the applicable return period.

  2. If the item is eligible, we will send you return instructions.

  3. Return the item in its original packaging and condition.

  4. Once received and inspected, we will process the eligible refund or exchange.

Return Conditions

Under our voluntary return policy, items must be unused, unworn, unwashed, and returned in their original packaging with all labels, hygiene seals, and protective strips intact.

Items must not be damaged, altered, stained, or marked as non-returnable.

Non-Returnable Items

For genuine health protection and hygiene reasons, intimate apparel supplied with a hygiene seal or protective strip cannot be returned after that seal or strip has been removed, broken, or altered, unless the item arrives damaged, defective, or incorrect.

Clearly personalized or made-to-order items are not eligible for change-of-mind returns, except where required by applicable law.

Refunds

Approved refunds will be issued to the original payment method.

  • Refunds are typically processed within 5 business days after we receive and inspect the return.

  • Your bank or payment provider may require an additional 5-10 business days to display the refund.

  • Under our voluntary return policy, original shipping fees are non-refundable unless the return is due to our error.

  • Refunds under the EU 14-day right of withdrawal will be handled as described above.

Size Issues

Please review the size guide carefully before placing your order.

If an eligible item does not fit, we may offer a size exchange. When the issue is not caused by our error, the customer is responsible for the return shipping cost.

Incorrect Shipping Information

Please make sure your shipping information is complete and correct before placing your order.

We are not responsible for loss, delay, or failed delivery caused by incomplete or incorrect shipping information provided by the customer, except where required by applicable law.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us at support@syseli.com as soon as possible, preferably within 7 days of delivery, and include your order number and clear photos of the issue.

If the issue is confirmed to be our responsibility, we will provide an appropriate solution, which may include a replacement, exchange, or refund.

This suggested contact period does not limit any rights available under applicable consumer law.

Return Shipping Costs

  • If the return is due to our error, we will cover the reasonable return shipping cost where applicable.

  • If the return is not due to our error, the customer is responsible for the return shipping cost unless otherwise required by law.

Please do not send returns to the address shown on your package. Contact us first to receive the correct return address and instructions.

Statutory Rights

Nothing in this policy limits any mandatory consumer rights available under applicable European Union or national law.

Contact Us

If you have any questions about returns, exchanges, or refunds, please contact us at support@syseli.com.