Return Policy

RETURN & REFUND POLICY

At Silkvana, we are committed to delivering high-quality products and a transparent shopping experience. Please review the policy below carefully before placing your order.

Return conditions are the same in all regions. The only difference is how long refunds take to process. Please read the section that applies to your country.

QUICK SUMMARY

UNITED STATES

  • Return window: 30 days from delivery for defective, damaged, or incorrect items (full refund); 14 days from delivery for change of mind, fit, or personal preference (store credit or exchange only)
  • Accepted reasons: defective, damaged, or incorrect items (full refund); change of mind, fit, or personal preference (store credit or exchange, no cash refund)
  • Product condition: new, unused, in original packaging
  • Return method: by mail
  • Return shipping: the customer's responsibility, except where the item is defective, damaged, or incorrect
  • Restocking fee: none
  • Exchanges: accepted for defective, damaged, or incorrect items (free of charge), and for change of mind or fit within 14 days (store credit or exchange, customer pays return shipping)
  • Refund processing time: within 10 days of us receiving and inspecting the return (defective/damaged/incorrect only). Store credit for change-of-mind returns is issued within 5 business days.

UNITED KINGDOM & EUROPEAN UNION

  • Return window: 30 days from delivery (extending the statutory 14-day right of withdrawal)
  • Accepted reasons: any reason - both defective and non-defective returns (including change of mind, fit, or personal preference)
  • Product condition: new, unused, in original packaging
  • Return method: by mail
  • Return shipping: the customer's responsibility
  • Restocking fee: none
  • Exchanges: accepted for defective, damaged or incorrect items only
  • Refund processing time: within 14 days of us receiving and inspecting the return

In all regions, if an item arrives defective, damaged or incorrect, we cover the cost of return shipping. See "Damaged or Defective Items" below.

CANCELLATION POLICY (ALL REGIONS)

  • Order changes or cancellations must be requested within 24 hours of placing the order.
  • Once an order enters processing, cancellations or modifications may no longer be possible.
  • Approved cancellations are refunded within 7 business days.

UNITED STATES - 30-DAY RETURN POLICY

US customers may return any item within 30 days of delivery if it is defective, damaged, or incorrect, for a full refund. If you've simply changed your mind, or an item doesn't fit or suit you, you may request a store credit or exchange within 14 days of delivery. This category is not eligible for a cash refund.

Conditions:

  • Items must be new and unused, in the same condition in which they were received
  • Items must be returned in their original packaging, with any tags attached
  • Proof of purchase (order number or receipt) is required

Return shipping - United States:

  • Returns are made by mail
  • Return shipping costs are the customer's responsibility
  • There is no restocking fee
  • Original delivery charges are not refunded on non-defective returns
  • Where an item is defective, damaged or incorrect, we cover the return shipping cost in full

Refunds - United States:
Once your return is received and inspected, your refund is processed within 10 days to your original payment method for defective, damaged, or incorrect items. Your bank or card provider may require additional time to post the funds to your account. For change of mind, fit, or personal preference, store credit is issued within 5 business days instead of a cash refund.

UNITED KINGDOM & EUROPEAN UNION - 30-DAY RETURN POLICY

Silkvana offers UK and EU customers an extended 30-day return window, going beyond the statutory 14-day right of withdrawal required by UK and EU consumer protection law. Customers may cancel and return their order within 30 calendar days of delivery, without providing a reason. This includes both defective and non-defective returns (for example, change of mind, fit, or personal preference).

Conditions:

  • Items must be new, unused and unworn, and returned in their original packaging
  • Proof of purchase (order number or receipt) is required
  • For hygiene and personal-use items, the right of withdrawal does not apply if the item has been opened or used

Return shipping - United Kingdom & European Union:

  • Returns are made by mail
  • Return shipping costs are the customer's responsibility
  • There is no restocking fee
  • Original delivery charges are not refunded on non-defective returns
  • Where an item is defective, damaged or incorrect, we cover the return shipping cost in full

Refunds - United Kingdom & European Union:
Once your return is received and inspected, your refund is issued within 14 days to your original payment method. Your bank or card provider may require additional time to post the funds to your account.

This policy does not affect your statutory rights under UK and EU consumer protection law.

EXCHANGES (ALL REGIONS)

For defective, damaged, or incorrect items, exchanges are free of charge in all regions.

US customers: for change of mind, fit, or personal preference, you may request a store credit or exchange within 14 days of delivery instead of returning for a new purchase (see the US return policy above).

UK & EU customers: please refer to your region's return policy for non-defective returns.

To request an exchange for a defective, damaged, or incorrect item, contact us at contact@silkvana.com within 72 hours of delivery with your order number and clear photos of the issue. Approved exchanges are sent at no cost to you, and we cover the return shipping.

PRODUCT CONDITION REQUIREMENTS (ALL REGIONS)

To be eligible for a return, items must be in new condition. This means:

  • Unused and unworn
  • Free from marks, damage, hair, odour or signs of wear
  • Returned in the original packaging with any tags attached

Items returned in used or damaged condition may be refused, or a partial refund may be offered at our discretion, in line with your statutory rights.

FIT & SIZING GUIDANCE

Fit perception may vary depending on head circumference, hair volume, and individual preference. We encourage customers to review product descriptions, fit notes, images and size guidance before completing a purchase.

Please note: if an item does not fit or is not right for you, US customers may request a store credit or exchange within 14 days of delivery, provided it is unused and in its original packaging (return shipping at your cost). UK & EU customers should refer to their region's return policy.

HOW TO INITIATE A RETURN

  1. Email us at contact@silkvana.com
  2. Provide your order number and the email address used at checkout
  3. Tell us the reason for the return, and include clear photos if the item is defective, damaged or incorrect (photos are required for these claims)
  4. Wait for our reply - we will confirm the return address and instructions by email
  5. Return the item by mail, following the instructions provided

Please do not ship an item back before contacting us. Unauthorized returns will not be accepted.

DAMAGED OR DEFECTIVE ITEMS (ALL REGIONS)

If your item arrives damaged or defective:

  • Notify us within 72 hours of delivery
  • Include clear photos of the issue

Eligible claims qualify for a free replacement, an exchange, or a full refund, with no restocking fee and no return shipping cost to you, in all regions. Any delivery charge you paid is also refunded in full.

Please note:

  • Damaged packaging alone does not qualify as product damage
  • Normal wear, misuse, or improper care are not covered

NON-RETURNABLE ITEMS

For hygiene reasons, personal-use items that have been opened or used cannot be returned unless they are faulty. Gift cards and final sale or clearance items are non-returnable. This does not affect your statutory rights where an item is faulty.

SHIPPING & DELIVERY DISCLAIMER

Shipping delays caused by carriers, customs, or external factors are outside our control.

  • If tracking shows no delivery scan within 10 business days of your estimated delivery window, contact us at contact@silkvana.com — we'll replace your order or issue a refund, no carrier claim required on your end.
  • If tracking shows your package as delivered but you haven't received it, please check with neighbors and your local carrier first, then contact us at contact@silkvana.com so we can look into it with you.

INCORRECT SHIPPING ADDRESS

  • Customers are responsible for providing accurate shipping details at checkout
  • Address changes must be requested within 24 hours of placing the order
  • Orders shipped to an incorrect address cannot be guaranteed for refund or replacement

POLICY UPDATES

Silkvana reserves the right to update this policy at any time. Customers are encouraged to review the latest version prior to purchase.

Email: contact@silkvana.com
Address: 295-261 Western Ave, Buffalo, WY 82834, USA
Phone Number: +1 (307) 333-9082
Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM
Response Time: We respond to all emails within 24 hours (Monday–Friday).