Refund Policy

Last updated: 27 July 2026

The ISEL Guarantee

At ISEL, we are committed to the integrity of our archive. We design our products to offer confidence and peace of mind. While we hope you are delighted with your selection, we have outlined our return protocols below to ensure clarity and fairness.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits, excludes or modifies those rights.

Returns and Eligibility

If you wish to request a return, please contact our Concierge at support@isel.com.au within 30 days of receiving your item.

To be eligible for a change of mind return, the item must meet the following conditions:

• The item must be unused, unwashed, and in its original condition.
• The item must be returned in its original packaging (including all boxes and tags).
• Proof of purchase (order confirmation number) must be provided.

Please note: due to the intimate nature of silk beauty products, we are unable to accept change of mind returns for items that have been opened or used. This does not affect your rights under the Australian Consumer Law, including where an item is faulty, is not as described, or has a major failure.

Refunds

Once your return is received and inspected by our studio team, we will notify you of the outcome.

• Approval: If approved, a refund will be processed to your original method of payment within 3 business days.
• Timeline: Please allow a further 7 to 10 business days for the funds to appear in your account, depending on your financial institution.

Return Shipping Costs

Change of mind: For voluntary returns, return shipping costs are the responsibility of the customer. We recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item.

Faulty or incorrect items: Where an item is faulty, damaged, incorrect, or otherwise fails a consumer guarantee, ISEL will cover all reasonable return shipping costs.

Replacements and Damages

If your ISEL piece arrives damaged or defective, please contact us at support@isel.com.au with clear photographs of the issue. Once verified, we will arrange a replacement or refund at no additional cost to you.

Lost Packages

We work closely with our carriers to ensure safe delivery. If a package is deemed lost or stolen during transit, we will facilitate an investigation. Where appropriate, we will offer a full refund or a complimentary replacement shipment.

Contact The Concierge

For all return enquiries, our Melbourne based team is at your disposal.

RBS Ecom Pty Ltd trading as ISEL OFFICIAL
ACN 686 253 501 | ABN 60 686 253 501
Website: isel.com.au
Email: support@isel.com.au
Phone: 1800 652 001
Melbourne, Victoria, Australia