We hope you’re pleased with everything you order from the SilibiShop. However, we do understand that there may be times when you need to return an item to us, and therefore want to make sure it’s a simple and hassle-free process.
The SilibiShop will refund or exchange any unwanted items, providing reasonable care has been taken of the products and that they are returned in their original condition. If you wish to return any goods, please fill in our returns form in order to obtain a returns number (RMA number) and details of how to return your items.
You can let us know that you’d like to return unwanted products any time up to 14 working days after the day of delivery. Products should be returned to the SilibiShop undamaged and with their original packaging. No unwanted returns can be accepted without an RMA number.
For combination purchases (e.g. buy one get one free or buy one get another item at a reduced price) you must return the free or reduced price items for us to process an exchange or refund.
If any product has not been returned to us in a reasonable condition, or we do not receive one or more items, we reserve the right to refuse a refund .The customer is expected to pay the return postage costs for any unwanted products.
Any amount due will be refunded back onto the debit/credit card originally used. Please allow up to 5 working days for this process to complete.
If any product arrives damaged, or is faulty on arrival, we will be happy to refund or exchange it for you. We will also cover the costs of returning it to us. If you wish to return any damaged or faulty items, please fill in our returns form in order to obtain a RMA number and details of how to return your products.
If any fault occurs within 30 days of delivery, we will provide a full refund or exchange. For items which develop a fault more than 30 days after delivery to you, we’ll provide a replacement in accordance with the manufacturer’s warranty terms.
This does not affect your statutory rights.
Fulfillment mistakes that we make resulting in the shipment of incorrect product to you will also be accepted for return 30 days from the date of purchase. If you need to return any incorrect items, please fill in our returns form in order to obtain a RMA number and details of how to return your products. A refund of the delivery charge incurred in sending the returned product will also be given, and the correct product reshipped to the customer.
Responsibility for Returned Goods
Please note: Any goods returned are the responsibility of the sender and we recommend sending them back to us using a registered or recorded method. SilibiShop cannot accept responsibility for any returned goods lost in transit. We will refund the price of the item or exchange the product once it is received by us. A refund of the delivery charge incurred in delivering the returned product will also be given only in the instance of incorrect, damaged or faulty on arrival goods.
In the event that we do not receive your returned item, we will ask you to provide the Proof of Postage receipt you obtained from the Post Office. We reserve the right to refuse a refund if you are unable to provide this Proof of Postage.
Exclusions to Policy
Kindly note that the SilibiShop does not accept exchanges or refunds for certain items, such as earrings and pierced jewellery. In the interest of hygiene and for the protection of all our customers, these items are excluded from our Returns Policy. The exclusion arises from a Health and Safety perspective and is an international recommendation to prevent the spread of infections and disease. This exclusion is in the interest of and for the protection of all our customers.