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.
Cancellation Policy
- 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.
30-Day Quality Assurance Policy
We stand behind the quality of our products. Returns are accepted within 30 days of delivery only if the item is:
- Defective
- Damaged upon arrival
- Incorrect (wrong item received)
Returns under this policy are accepted only if the item is unused, undamaged, and returned in its original condition.
Please note:
- Returns or refunds based on fit, sizing preference, comfort perception, or personal preference are not accepted
- Shipping fees are non-refundable
- A 10% restocking fee may apply to approved returns if the item is opened, used, or missing original packaging — unless the item is defective, damaged, or incorrect
Fit & Sizing Disclaimer
Due to the nature of our products, fit perception may vary depending on head circumference, hair volume, and individual preference.
We strongly encourage customers to carefully review product descriptions, fit notes, images, and size guidance before completing their purchase.
By placing an order, the customer confirms they have reviewed and understood the fit information provided on the product page.
UK & EU Customers — 14-Day Right of Withdrawal
In accordance with UK and EU consumer protection laws, customers may cancel and return their order within 14 calendar days of delivery, without providing a reason.
Conditions:
- Items must be unused, unworn, and returned in original packaging
- Return shipping costs remain the customer's responsibility
- Refunds are issued within 14 days after the returned item is received and inspected
- For hygiene and personal-use items, the right of withdrawal does not apply if the item has been opened or used
How to Initiate a Return (If Eligible)
- Contact us via email at contact@silkvana.com
- Provide your order number and the email used at checkout
- Include clear photos of the issue (required for defective or damaged claims)
- Follow the instructions provided by our support team
Unauthorized returns will not be accepted.
Damaged or Defective Items
If your item arrives damaged or defective:
- Notify us within 72 hours of delivery
- Include clear photos of the issue
Eligible claims may qualify for a free replacement or full refund, with no restocking fee.
Please note:
- Damaged packaging alone does not qualify as product damage
- Normal wear, misuse, or improper care are not covered
Shipping & Delivery Disclaimer
Shipping delays caused by carriers, customs, or external factors are outside our control.
- Customers are advised to contact the courier directly for delivery issues
- Silkvana is not responsible for packages marked as delivered, delayed, lost, or stolen after dispatch
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.
Contact Information
Silkvana LLC Business Address: 30 N Gould St Ste R, Sheridan, WY 82801, USA Email: contact@silkvana.com Hours: Monday–Friday, 8:00 am – 7:30 pm (EST)