Refund policy
Last updated: May 3, 2026
This Refund and Return Policy applies to all purchases made through properselect.com.
This website is operated by:
Calestia SL
Domicilio: C/ Hermosilla 48, piso 1º derecha, 28001 Madrid, Spain
General inquiries: info@properselect.com
Customer support: support@properselect.com
By placing an order on properselect.com, you agree to the terms described in this Refund and Return Policy.
1. General Policy
At Proper Select, customer satisfaction is important to us. We aim to provide accurate product descriptions, clear product images, and a reliable shopping experience.
However, if you are not fully satisfied with your purchase, you may request a return in accordance with the conditions set out below.
Customers are responsible for carefully reviewing the product description, size, color, specifications, delivery information, and all order details before completing a purchase.
2. Right of Withdrawal
If you are a consumer located in the European Union, you may have the legal right to withdraw from your purchase within 14 days from the date you, or a third party indicated by you, physically receive the goods.
To exercise your right of withdrawal, you must notify us clearly by email before the 14-day period expires.
Please contact us at:
Your email should include:
- Your full name
- Your order number
- The email address used to place the order
- The item or items you wish to return
- The reason for the return
- Photos of the product, if requested
Once your request has been reviewed, we will provide return instructions.
3. Return Address
Approved returns must be sent to the following return address:
Unit 501A, 5th Floor
Building 1, Hongxin Industrial Park
Guangguang Road, Longhua District
Shenzhen, Guangdong, China 518110
Please do not send any product back without first contacting us and receiving return instructions.
Returns sent without prior approval may not be accepted, processed, or refunded.
4. Return Conditions
To be eligible for a return, the item must meet all of the following conditions:
- The item must be returned within the approved return period.
- The item must be unused, unworn, unwashed, undamaged, and in the same condition in which it was received.
- The item must include all original packaging, tags, labels, accessories, manuals, and any included components.
- The item must not show signs of use, wear, stains, odors, damage, alteration, or misuse.
- The return must include the order number or sufficient information to identify the order.
We reserve the right to refuse any return that does not comply with these conditions.
5. Non-Returnable Items
Certain items may not be eligible for return, including but not limited to:
- Items that have been used, worn, washed, damaged, or altered
- Items returned without original packaging or accessories
- Personalized, customized, or made-to-order products
- Hygiene-sensitive products, where applicable, if opened or used
- Items purchased during final sale, clearance, or special promotional campaigns, where clearly indicated
- Gift cards or digital products, if applicable
- Products damaged due to customer misuse, negligence, improper handling, or incorrect storage
If you are unsure whether your item is eligible for return, please contact us before sending it back.
6. Return Shipping Costs
Unless the product is defective, damaged, or incorrect due to our error, the customer is responsible for all return shipping costs.
Return shipping costs are non-refundable.
We strongly recommend using a tracked shipping service and keeping proof of shipment. Proper Select is not responsible for returned items that are lost, delayed, damaged, or not delivered to the return address.
Any customs duties, import taxes, handling fees, or additional charges related to the return shipment are the responsibility of the customer, unless otherwise required by applicable law.
7. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us as soon as possible at:
Your email should include:
- Your order number
- A clear description of the issue
- Photos or videos showing the defect, damage, or incorrect item
- Photos of the packaging, if the parcel arrived damaged
We will review the case and, if approved, may offer one of the following solutions:
- Replacement
- Refund
- Partial refund
- Store credit
- Other suitable solution depending on the case
Claims for damaged, defective, or incorrect items must be submitted within a reasonable time after delivery. We may be unable to assist if the issue is reported too late or if the product has already been used, altered, or disposed of.
8. Refund Process
Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved or rejected.
If approved, the refund will be processed to the original payment method used at checkout.
Please note that it may take several business days for the refund to appear in your account, depending on your bank, card provider, or payment processor.
Original shipping costs, priority processing fees, insurance fees, and other non-product charges are generally non-refundable unless required by law or unless the return is due to our error.
9. Partial Refunds
In certain cases, only a partial refund may be granted. This may apply when:
- The item is returned with missing packaging or accessories
- The item shows minor signs of handling or use
- The item is returned late
- The product is not in its original condition
- The return causes additional costs, deductions, customs charges, or handling fees
We reserve the right to deduct reasonable costs from the refund amount where permitted by applicable law.
10. Late or Missing Refunds
If your refund has been approved but you have not received it yet, please first check your bank account or payment method again.
Then contact your card provider, bank, PayPal, or payment processor, as processing times may vary.
If you have completed these steps and still have not received your refund, please contact us at:
11. Exchanges
We may offer exchanges depending on product availability.
If you wish to exchange an item for a different size, color, or model, please contact us first at:
Exchanges are not guaranteed and may depend on stock availability. If the requested replacement is unavailable, we may offer a refund or store credit where applicable.
Customers may be responsible for shipping costs related to exchanges unless the exchange is due to our error.
12. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible at:
We will do our best to assist you.
However, once an order has been processed, packed, shipped, or handed over to the carrier, cancellation may no longer be possible. In that case, you may need to wait until the order is delivered and then request a return according to this policy.
13. Refused Deliveries and Unclaimed Packages
If a package is refused, not collected, returned due to an incorrect address, or returned because the customer failed to complete customs clearance, we reserve the right to deduct from any refund:
- Original shipping costs
- Return shipping costs
- Customs duties
- Handling fees
- Carrier charges
- Any other costs incurred due to the failed delivery
Customers are responsible for providing accurate and complete shipping information at checkout.
14. Incorrect Shipping Information
Proper Select is not responsible for failed deliveries caused by incorrect, incomplete, or outdated shipping information provided by the customer.
If an order is returned to us due to an incorrect address, we may offer reshipment at the customer’s expense or process a refund after deducting applicable costs, where possible.
15. Chargebacks and Payment Disputes
If you experience an issue with your order, we encourage you to contact us first at:
We aim to resolve customer concerns fairly and efficiently.
Opening a chargeback or payment dispute without contacting us may delay the resolution process. We reserve the right to provide all relevant order, delivery, tracking, communication, and policy information to the payment provider in the event of a dispute.
16. Final Decision
All return and refund requests are reviewed on a case-by-case basis.
We reserve the right to refuse returns or refunds that do not comply with this policy, show signs of abuse, fraud, misuse, or repeated excessive return behavior.
Nothing in this policy limits any mandatory consumer rights that may apply under applicable law.
17. Contact Information
For any questions about refunds, returns, exchanges, or order issues, please contact us at:
Proper Select Customer Support
Email: support@properselect.com
For general business inquiries:
Email: info@properselect.com
Company: Calestia SL
Address: C/ Hermosilla 48, piso 1º derecha, 28001 Madrid, Spain