Refund Policy
ALL claims need to be sent to us via email at support@silbershell.com.au. To prevent unnecessary claim delays, we ask that the following is included in the initial claim email:
- Order Number
- Manual with and Images/Video clearly showing missing parts indicated (if applicable)
- Images/Video clearly showing fault (if applicable)
- Images/Video clearly showing goods in the original packaging (if applicable)
- Note: All images and videos must be attached to emails at an appropriate size. We are not able to make a clear assessment of image thumbnails.
- Please do not dispose of items before contacting us. We may ask for items back to be inspected. We will not provide credit/refund in cases where goods have been disposed of before submitting a claim to us.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, would you please contact us at: support@silbershell.com.au If your return is accepted, we’ll send you a return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Customers will be responsible for paying return shipping costs.
You can always contact us for any return question at: support@silbershell.com.au
Damages and issues
We offer a 100% money-back guarantee on all products that are defective or damaged during shipping.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@silbershell.com.au and we will provide you with further instructions on where to return the item for an exchange.
Please note that we cannot accept exchanges beyond 14 days from the date of delivery.
Return to Sender (RTS):
If there are any address discrepancies with your order and the product is returned to us, a cost of RTS (if applicable) and re-delivery cost will occur for any products that are returned to us.
Change of Mind (COM):
- We do not accept change of mind for health, safety, or health/safety baby-related products because we have a legal duty of the Health and Safety of the customers using our products and we are not allowed to be selling products that have been opened/handled/used, etc.
- The change of mind option is not applicable to bulk purchases by pallet or pick up.
- We only accept a change of mind within 14 days after the item is delivered. You MUST notify us of the COM within these 14 days, if not, COM can be rejected.
- Please send an email including pictures or video of the condition of the product received and an explanation on why you would like to return the product and if the item is eligible for return.
- For COM the product must be unopened and in its original packaging.
- Please do not return the product to us without our prior consultation – credit will not be given in this case.
- If a return label is provided to you, we will refund the total order amount MINUS initial postage, return postage, and restocking fee of 30%
- If the customers change their mind before the item is received and require the action of RTS (Return to Sender), we will refund the total order amount MINUS initial postage and restocking fee of 30%
All items that are returned due to incorrect or incomplete delivery information will be treated as Change of Mind returns including items Returned to Sender due to being unclaimed
Recalls:
In the event of a recall, we will advise of the procedure.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.
The refund will be back in the original way.
Paid by PayPal- refund back to PayPal;
Paid by credit, refund back to credit. In all cases, please email us and we will advise if the product needs to be returned.
NOTE: We cannot refund to a different PayPal account or Credit card.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. Please remember it can take some time for your bank or credit card company to process and post the refund too. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@silbershell.com.au
Still, have questions about your return? Contact customer service support at support@silbershell.com.au
