Refund policy

Last updated: February 25, 2026

We want you to love your Sylvoni order. If something isn’t right, we’ll do our best to make it right under the policy below.

If you have any questions, contact us at shopsylvoni@gmail.com.

1) Returns Eligibility Window

You may request a return within 60 days of the date your order is marked as delivered to your shipping address.

Requests made after 60 days may be declined.

2) Condition Requirements

To be eligible for a return, items must be:

  • Unused / unworn

  • In original packaging

  • With any original tags (if applicable)

  • Accompanied by proof of purchase (order number / receipt)

We reserve the right to deny a return or refund if items are returned in a condition that suggests use, damage, alteration, or missing components.

3) How to Start a Return

To start a return, email shopsylvoni@gmail.com with:

  • Your order number

  • The item(s) you want to return

  • The reason for return

  • Photos (recommended, and required for damage/issue claims)

Do not send items back without contacting us first. Returns sent without approval may not be accepted.

If your return request is approved, we will provide return instructions (including the return address).

4) Damaged, Defective, Wrong Item, or Lost in Transit

Please inspect your order when it arrives.

If your item is damaged, defective, incorrect, or lost in transit, contact us at shopsylvoni@gmail.com as soon as possible so we can evaluate the issue.

Eligible outcomes (at our discretion, depending on the situation):

  • Replacement

  • Refund

  • Store credit

✅ Upfront refunds are only available when an order is confirmed as lost in transit or arrives damaged/defective, or if you receive the wrong item.

To help us resolve this quickly, we may request photos of the item/packaging and/or confirmation details from the carrier.

5) Return Shipping & Costs

For returns that are not related to damage, defect, wrong item, or confirmed loss in transit:

  • The item must be returned before a refund is issued

  • Return shipping costs may apply and are typically the customer’s responsibility

  • If applicable, original shipping fees (if charged) may be non-refundable

Because our returns may be sent to a factory/warehouse location, return shipping costs can vary by country.

6) Exchanges

We do not offer direct exchanges.

The fastest way to get a different color or item is:

  1. Request a return (if eligible), then

  2. Place a new order separately

7) Non-Returnable Items

Unless required by applicable law, we do not accept returns for:

  • Gift cards

  • Final sale / clearance items (if marked as such)

If you’re unsure whether your item is eligible, email us at shopsylvoni@gmail.com.

8) Refund Processing

Once your return is received, it will be inspected.

If approved:

  • Refunds are issued to the original payment method

  • Processing typically takes up to 10 business days

  • Your bank/card provider may take additional time to post the refund

If more than 15 business days have passed since you received confirmation that your refund was approved, contact us at shopsylvoni@gmail.com.

9) EU / EEA / UK 14-Day Right of Withdrawal (If Applicable)

If your order is shipped to the European Union, you may have the right to cancel or return your order within 14 days of delivery, for any reason.

Returned items must be:

  • Unused / unworn

  • In original packaging

  • With proof of purchase

Return shipping costs may still apply unless local law requires otherwise.

To request a withdrawal/return, email shopsylvoni@gmail.com.

10) Policy Abuse / Discretion

We reserve the right to deny refund requests where:

  • The request is outside the stated return window

  • The item is returned used, damaged, or incomplete (not due to our error)

  • The claim appears fraudulent or inconsistent with order history/evidence