Refund policy

At Sylvela, we accept returns for both defective and non-defective products and offer exchanges for eligible items.

This policy applies to purchases made through www.sylvela.com and delivered to the United States.

1. Return Window

You may request a return or exchange within 30 calendar days after receiving your order.

Please contact us within this period and send your return within the same 30-day window. If a delay in our response prevents you from mailing an otherwise eligible return on time, we will extend the mailing deadline accordingly.

2. Return Eligibility

For non-defective returns and exchanges, items must be:

• In new, unused, unworn, and unwashed condition.

• With original tags and labels attached.

• Complete with any accessories or components originally supplied.

• Free from damage, stains, odors, or alterations caused after delivery.

Please include the original product packaging where available and package the item securely for return shipping.

We accept eligible non-defective returns, including changes of mind or an unsuitable size or style.

If an item arrived damaged, defective, or incorrect, the issue present on arrival will not itself make the item ineligible for a return. Please follow Section 5 below.

3. How to Start a Return

Email hello@sylvela.com with:

• Your order number.

• The item or items you wish to return.

• Whether you would prefer a refund or an exchange.

• A description of any damage, defect, or incorrect item, with photographs where available.

For non-defective returns, you may provide a reason to help us assist you, but a product defect is not required.

We will review your request and provide the return mailing address and instructions. Please contact us before sending your parcel so it is directed to the correct receiving location.

Returns are handled by mail. Please retain your shipping receipt and use a service with tracking so the return can be traced.

The business contact address listed at the end of this policy is not confirmation of the return destination. Please use the address supplied in your return instructions.

4. Return Labels, Shipping Costs & Fees

Non-defective returns

For returns due to a change of mind, an unsuitable size, or a preference for a different style, customers are responsible for arranging the return shipment, obtaining a shipping label, and paying the return postage.

The postage cost is determined by the carrier and service you choose.

Damaged, defective, or incorrect items

If the return is required because we supplied a damaged, defective, or incorrect item, Sylvela will cover the reasonable return shipping cost.

Please contact us before purchasing postage so we can confirm the return arrangements and reimbursement process.

Return labels

We do not routinely include a prepaid return label. Customers arrange their return label, with reimbursement available for approved returns caused by damage, defects, or our fulfillment error.

Restocking fees

We do not charge a restocking fee.

5. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery and contact hello@sylvela.com as soon as you discover a problem, within the 30-day return window.

Include your order number, a description of the issue, and photographs where available. This information helps us identify the appropriate resolution.

Depending on your preference and product availability, we can arrange an eligible return for a refund or an exchange. If a replacement is unavailable, we will offer a refund.

Please retain the item and packaging while we review the issue.

6. Exchanges

We accept exchanges for eligible items within the 30-day return window, subject to replacement stock availability.

Contact us with your order number and the size or item you would like instead. We will confirm availability, return instructions, and any price difference or replacement delivery charge before you proceed.

For non-defective exchanges, customers pay the return postage. If an exchange is needed because an item arrived damaged, defective, or incorrect, Sylvela covers the reasonable return and replacement shipping costs.

If the requested replacement is unavailable, you may choose a refund for the eligible returned item.

7. Refund Processing

After receiving your return, we will inspect it and notify you of the outcome.

We will complete our review and issue an approved refund within 3 calendar days after receiving the returned item. This is our processing period; it does not include return transit time or the additional time your bank or payment provider may need to credit your account.

Refunds are issued to the original payment method. For installment purchases, the payment provider handles any adjustment to your outstanding balance or payment schedule.

If a return does not meet the applicable conditions, we will explain the reason and discuss the next steps with you before taking further action.

8. Refund Amount

For an eligible return, we refund the amount actually paid for the returned item, including applicable refundable sales tax.

Discounted items are refunded at the purchase price after discounts. A discount is not refunded as a separate additional amount.

For non-defective returns, any original shipping charge paid is not refundable. We do not deduct an original shipping charge that was not charged to you.

For returns caused by a damaged, defective, or incorrect item, we also refund any original shipping charge attributable to the affected item and cover the approved reasonable return postage.

No restocking fee is deducted.

9. Order Cancellations

If you would like to cancel an order, contact us as soon as possible at hello@sylvela.com.

We will check whether the order can still be stopped. Cancellation cannot be guaranteed once fulfillment has begun or the parcel has shipped.

If cancellation is no longer possible, you may request a return after delivery under this policy.

10. Your Consumer Rights

This policy does not limit any rights or remedies available to you under applicable consumer protection laws.

11. Contact Information

Store Name: Sylvela

Website: www.sylvela.com

Customer Support Email:
hello@sylvela.com

Customer Support Phone:
+1 206-555-4736

Business Contact Address:
6940 E Cochise Rd
Paradise Valley, AZ 85253
United States

For returns, please contact us first to obtain the correct return mailing address.

Customer Support Hours:
Monday–Friday: 9:00 AM–6:00 PM
Saturday–Sunday: Closed
Mountain Standard Time (MST, UTC−7)

Messages received outside our support hours will be reviewed during our next customer support business day.