Simple Returns & Refunds – Shop with Confidence

1. Returns and Refunds

At Sylovona, we aim to make the online shopping experience clear from purchase through post-delivery support. Customers may request an eligible return or refund in accordance with the requirements outlined below. These guidelines are designed to provide a transparent and consistent process for reviewing and resolving return requests.

1.1 Conditions for Returning an Item

• Returned merchandise must remain unused, unopened, and in its original condition, including its original packaging, components, and accessories.
• A return request must be made within 30 days from the confirmed delivery date.
• Valid order information or another acceptable record confirming the purchase must accompany the request.
• For approved returns, customers are encouraged to choose a shipping method that provides tracking information.

1.2 Items That Cannot Be Returned

• Consumable products that have been opened, tested, used, or changed from the condition in which they were delivered.
• Downloadable or digital goods, including gift cards.
• Items manufactured, customized, or personalized specifically for an individual order.
• Products designated as Final Sale at the time the order was placed.
• Goods damaged through misuse, improper care, accidental damage, negligence, or handling inconsistent with their intended use.

1.3 Refund Processing

Once an authorized return is delivered to the specified return location, the merchandise may be inspected to confirm that it meets the applicable requirements. If the return is accepted, Sylovona will initiate the refund within 7–10 business days to the original payment method. Processing confirmation may be provided once the refund has been issued. Additional time may be required for the funds to appear, depending on the customer’s bank, card issuer, or payment service provider.

1.4 Original Shipping and Return Expenses

• Original delivery charges are ordinarily not refundable unless Sylovona verifies that an incorrect, defective, or damaged product was supplied.
• Customers are generally responsible for the cost of returning merchandise unless our team determines that the circumstances qualify for seller-paid return shipping.
• When a restocking fee is applicable, information about the relevant charge will be provided before completion of the return.

2. Order Cancellation Requests

Customers wishing to cancel an order should submit their request promptly after completing the purchase. Cancellation depends on the current fulfillment status and cannot be guaranteed once processing has advanced toward shipment. Orders that have already been dispatched cannot be cancelled and, when eligible, must instead be handled through the return procedure after they arrive.

2.1 When an Order May Be Cancelled

• We must receive the request while the order is still at a stage where fulfillment or shipment can reasonably be stopped.
• Made-to-order, customized, or personalized merchandise may no longer qualify for cancellation after preparation or production has begun.
• Once a shipment has been dispatched, any qualifying request must be processed under the return terms applicable after delivery.

2.2 Requesting an Order Cancellation

To request cancellation, visit the Contact Us page and submit your order number along with the email address associated with the purchase. The Sylovona support team will review the current fulfillment status and determine whether the order can still be cancelled.

2.3 Orders Already in Transit

• Products that have entered the shipping process must be handled according to the standard return conditions after delivery.
• Where applicable, the customer may be responsible for return shipping expenses associated with an order that has already been dispatched.

3. Replacements and Exchanges

When an order arrives with a damaged or defective item, or the product received is materially different from what was ordered, Sylovona may evaluate the circumstances and provide an appropriate solution. Requests concerning eligible replacements should be made within 7 days of delivery. Please include the applicable order number and clear photographs or other supporting information showing the reported issue.

3.1 Eligibility for a Replacement

• Whenever reasonably possible, the product should not be used and should remain together with its original packaging and included materials.
• Replacement options are subject to inventory availability. If the same item is unavailable, another suitable resolution may be proposed where appropriate.
• After a reported problem is verified, Sylovona may provide return directions or, when applicable, a prepaid return label.

4. Help With Returns, Refunds, and Cancellations

For support regarding an eligible return, refund, cancellation, exchange, or replacement, reach Sylovona through our Contact Us page. Include your order number and relevant details about the request so the matter can be reviewed efficiently.