Refund policy

REFUND POLICY

We have a 30-business-day return policy, which means you have 30 business days after receiving your item to request a return. If you ordered by mistake (for example, you selected an incorrect product, variant or size), the time to request a return is 3 days after you receive your item, as explained in the "Ordering errors" section below.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at supportmomelle@silavix.com.

If your return is accepted, we will provide you with the return address and instructions on how to send your package. The return address depends on the item and is always provided by us. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at supportmomelle@silavix.com.

Ordering errors

If you ordered by mistake, including selecting an incorrect product, variant or size, you have 3 days after receiving your item to request a return by contacting us at supportmomelle@silavix.com. Return shipping costs for these returns are paid by the customer, and we will provide you with the return address once your request is accepted.

Return shipping costs

Return shipping costs are paid by the customer when the return is due to a change of mind, ordering a different variant by mistake, or ordering the wrong product, variant or size.

We cover the return shipping costs when the return is due to an error or issue on our side: the item arrived damaged or defective, we sent you a different item than the one you ordered, the item is missing parts, or the item does not work.

Damages and issues

Please inspect your order upon reception. If your item is defective, damaged, not working, is missing parts, or if you receive the wrong item, contact us at supportmomelle@silavix.com within 7 days of delivery with photos of the item and its packaging, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase. Return shipping costs follow the rules described in the "Return shipping costs" section above.

Refunds

There are two ways a refund can be issued:

Automatic refund — order not received. If your order has not arrived within 30 business days from the date of dispatch, you will receive an automatic full refund to your original payment method. No return is required and no request is needed on your part. This does not apply to orders that could not be delivered due to an incorrect or incomplete shipping address provided by the customer, which are not eligible for a refund.

Requested refund — damaged, defective, or incorrect item. If your products arrive damaged, defective, not working, or missing parts, or you receive the wrong item, contact us within 7 days of delivery and we will issue a refund or a replacement once we've reviewed your claim.

For standard returns, we will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please contact us at supportmomelle@silavix.com.