Our Commitment to Your Satisfaction
Making a purchase from Silvanya indicates that you have acknowledged, understood, and agree to adhere to the following terms and conditions. We are deeply committed to making your shopping experience as seamless and enjoyable as possible. We encourage you to read through the following terms & conditions thoroughly prior to making a purchase to ensure a transparent and mutually agreeable relationship.
Section 1: Exchange, Return, and Refund Policy
We offer a straightforward exchange and return process should a product not meet your expectations.
1.1 How to Initiate a Return or Exchange
A request for a return or exchange must be made within 7 DAYS of DELIVERY of the order.
To start the process, you must contact our customer care team via Call or WhatsApp at +91 7375830459. Please have your Order ID and the reason for the return/exchange ready.
1.2 Eligibility & Conditions for Return/Exchange: For a return or exchange to be processed, the product must meet the following criteria:
A. The item must be in its original, unused, unworn, and unwashed condition.
B. All original tags, labels, and packaging must be intact and undamaged.
Non-returnable Items: Customized products and items marked as "final sale" are not eligible for return or exchange.
1.3 Verification and Processing
A. Once your request is approved, you can send your product from your address.
B. Upon receipt at the Silvanya Store, the product will undergo a thorough quality verification check by our team. This process can take 2-3 business days.
C. Silvanya reserves the right to refuse a return if the product does not meet the eligibility conditions.
1.4 Refund, Store Credit, and Exchange Options Once the returned goods are verified, the customer will be offered the following options:
Exchange: You can exchange the product for a different size or another item. If the new item's value is higher, you will be required to pay the difference. If the value is lower, the difference will be provided as store credit.
Store Credit: The full value of the product can be issued as a store credit to your Silvanya account, which will be valid for one year from the date of issuance.
Refund:
Prepaid Orders: The refund will be credited back to the original source of payment (Credit/Debit Card, Net Banking, UPI, Wallet) within 5-7 business days after successful verification.
Cash on Delivery (COD) Orders: The refund will ONLY be processed to the bank account of the individual whose name is listed in the "Billing Details" of the order. You will be prompted to provide these bank details.
Kindly note: The refund amount is strictly limited to the product's value. Other charges are non-refundable, including:
A. Gift wrap charges
B. Original shipping and handling charges
C. Cash on Delivery (COD) convenience fees
D. Any custom duties or taxes paid
Section 2: Cancellations Policy
2.1 Cancellation by the Customer
If you wish to cancel an order, please do so within 6 hours of placing it by contacting us at care@silvanya.in or Whatsapp @7375830459. Prompt communication is appreciated as it helps us prevent unnecessary processing and logistical complications.
Cancellation Before Dispatch: If the cancellation is made before your product has been dispatched, we will process a full refund (for pre-paid orders) to the original mode of payment.
Cancellation After Dispatch: If the cancellation request is received after the product has been dispatched, it will be treated as a return. In this case (for pre-paid orders), we will refund the product amount minus the shipping charges for both the forward and Return-to-Origin (RTO) journeys. The refund will be processed once we have received the product back at our facility.
2.2 Cancellation by Silvanya The customer agrees not to dispute the decision made by Silvanya and accepts Silvanya’s decision regarding any order cancellation as final.
Section 3: Damaged or Incorrect Products
While we maintain stringent quality checks, in the rare event you receive a damaged, defective, or incorrect product, please follow this protocol:
A. Notify Silvanya's customer care team within 3 days of receiving the order.
B. You must provide an unboxing video and/or clear photographs of the product that clearly show the damage or the incorrect item and the original packaging. This is mandatory for us to process your claim.
C. Our team will review the evidence and, upon validation, you can send the product to our address at our expense. A replacement will be dispatched to you, or a full refund will be issued, as per your preference.
Section 4: General Conditions
Product Photography: Our product units are photographed under professional lights. The actual product's color or texture may differ slightly when viewed under normal lighting conditions. We assure you that we maintain the originality in our photographs to the utmost extent possible.
Dispatch Timelines: We generally dispatch all products within 48-72 hours of order placement. This timeline may be extended for orders requiring customization or those that are made-to-order. In such cases, the customer will be informed of the revised timeline in advance.