RETURNS & REFUND POLICY

Last Updated: 1 Dec 2024

1. Introduction

Welcome to Silhouette by SL (“Company,” “we,” “us,” or “our”). This Returns & Refund Policy explains how we handle product returns, exchanges, and refunds for orders placed through our website [www.silhouettebysl.com] (the “Site”) and any related mobile applications or online services (collectively, the “Services”). By placing an order with us, you agree to this Policy, our Terms & Conditions, and any other referenced agreements or policies.

2. Eligibility for Returns

2.1 General Eligibility

  • We accept returns of unused, unworn, unwashed, and undamaged items with the original tags and packaging intact.
  • Returns must be initiated within 2 days from the date of delivery, as indicated by the tracking information or delivery receipt.

2.2 Non-Returnable Items

  • Custom or Bespoke Items: Items made to your specific measurements or otherwise personalized are final sale, unless they are defective or significantly differ from the agreed-upon specifications.
  • Intimate Wear or Accessories (Optional): For hygiene reasons, certain categories (e.g., undergarments, earrings) may be non-returnable. Please see product descriptions for details.
  • Sale or Clearance Items (Optional): Items marked “Final Sale” or “Clearance” are non-returnable unless damaged or defective.

2.3 Condition of Returned Products

  • Items that show signs of wear, alteration, washing, or damage may be refused.
  • We reserve the right to refuse a return if it does not meet the stated eligibility criteria.

3. Return Process

3.1 Initiating a Return

  • To request a return, you must contact us via hello@silhouettebysl.com or through our Contact Us page, providing the following information:
    1. Order Number
    2. Reason for Return (e.g., incorrect size, damaged, not as described)
    3. Supporting Photos if the product is damaged or defective

3.2 Return Authorization

  • Upon reviewing your request, we will provide a Return Authorization Number (RAN) or instructions. No returns will be processed without prior authorization.

3.3 Return Shipping

  • Customer Responsibility: Unless the product is damaged, defective, or we shipped an incorrect item, the customer is responsible for return shipping costs.
  • Address & Labeling: Securely package your return and include your RAN. Use a traceable shipping method (e.g., DHL, FedEx, UPS) to ensure safe and documented delivery.
  • Time Frame: We encourage you to ship the return within 2 days of receiving our return authorization to avoid delays.

4. Exchanges

4.1 Product Exchanges

  • If you wish to exchange an item for a different size, color, or style, please indicate this when requesting a return authorization.
  • Exchange requests are subject to product availability. If the requested item is out of stock, we will process a refund instead.

4.2 Additional Costs

  • Price Differences: If the exchange item is more expensive, you will be responsible for the price difference. If it is cheaper, you will be refunded the difference.
  • Shipping Fees: Unless the exchange is due to our error or a defect, you may be responsible for additional shipping fees.

5. Refunds

5.1 Refund Method

  • Approved refunds are issued via the original payment method used at the time of purchase.
  • If the original payment method is no longer available or has expired, we will contact you to arrange an alternative method.

5.2 Refund Timeline

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
  • If approved, a refund will typically be processed within 7–14 business days. The exact timing may vary based on your bank or card issuer’s policies.

5.3 Partial Refunds

  • In certain circumstances (e.g., a return that shows minor signs of wear or incomplete packaging), we may grant a partial refund at our sole discretion.

6. Damaged, Defective, or Incorrect Items

6.1 Damaged or Defective Products

  • If you receive a damaged or defective item, please contact us immediately at hello@silhouettebysl.com with photos.
  • We will arrange for a replacement or full refund, including any applicable shipping costs, once the damage/defect is confirmed.

6.2 Incorrect Item Received

  • If you receive the wrong item, please let us know promptly. We will provide instructions for its return or disposal and ship the correct item at no additional cost.

7. International Returns (Global Compliance)

7.1 Customs & Duties

  • For international returns, please label the package “Returned Goods” to avoid additional customs duties. Any applicable customs fees are the customer’s responsibility.

7.2 Local Laws & Regulations

  • Check your country’s import/export regulations before returning items. We are not liable for items seized or delayed by customs.
  • Any shipping, duties, or taxes paid upon initial delivery are typically non-refundable.

8. Policy Exceptions & Additional Notes

8.1 Promotional or Bundled Items

  • When returning items purchased as part of a bundle or promotion, all items must be returned to qualify for a full refund. If you choose to keep part of the bundle, partial refunds may be calculated based on the undiscounted price of kept items.

8.2 Final Sale Events

  • During special sale events or clearance promotions, all sales may be considered final. Such exceptions will be clearly stated on the product page or promotion details.

9. Changes to This Policy

We reserve the right to update or modify this Returns & Refund Policy at any time. Changes will be posted with an updated “Last Updated” date at the top of this page. Your continued use of our Site after any changes indicates your acceptance of the updated Policy.

10. Contact Us

If you have any questions or concerns about this Returns & Refund Policy, please contact us:

Silhouette by SL
Email: hello@silhouettebysl.com