Refund policy
RETURN POLICY
We have a 14-day return policy, which means you have 14 days after receiving your item to notify us of your intention to return the product.
Eligibility
To be eligible for a return, your item must be in the same condition as when you received it — unused, with tags attached and in its original packaging. You will also need your receipt or proof of purchase.
How to Return
To initiate a return, you must first contact us at: contact@sylvra.co.uk
Returns must be sent to our address in France: Sylvra, 159 Boulevard Albert Brandenburg, 33300 Bordeaux, France.
If your return request is accepted, we will send you precise instructions for sending your parcel. Please note: return shipping costs are the sole responsibility of the customer, unless the return is due to our error or a defective item received.
Items returned without a prior return request will not be accepted.
For any questions regarding returns, contact us at contact@sylvra.co.uk.
Damages and Issues
Please inspect your order upon receipt and contact us immediately (within 48 hours) if the item is defective, damaged, or if you have received the wrong item, so that we can assess the issue and resolve it promptly (refund or replacement).
Non-Returnable Items
Certain items cannot be returned, such as custom-made or personalised products. We also do not accept returns of hazardous products. Please contact us for any questions regarding a specific item. Gift cards are non-refundable.
14-Day Right of Return — UK Consumer Rights Act 2015
In accordance with the UK Consumer Rights Act 2015, you have the right to cancel or return your order within 14 days, for any reason and without justification. As stated above, your item must be in the same condition as received — unused, with tags, and in its original packaging.
Refunds
We will notify you as soon as we have received and inspected your return. If the refund is approved, you will be automatically refunded to your original payment method within 10 business days. Please note that your bank may take additional time to process and display the refund. If more than 15 business days have passed since your return was approved, please contact us at contact@sylvra.co.uk.
