Refund policy
Our Refund Policy
At Silksertive, we are committed to your complete satisfaction with our Dresses, Outerwear, Bottoms, and Tops. If you are not entirely happy with your purchase, we are here to help. Please review the following terms that govern our refund process.
Eligibility for Refunds
To be eligible for a return and refund, your item must meet the following criteria:
- The item must be unused, unworn, and in the same original condition as received.
- All original tags, labels, and packaging must be intact and attached.
- You must initiate the return request within 14 days of the delivery date.
- A valid proof of purchase (order number) is required.
Items that are marked as final sale, personalized, or damaged due to customer misuse are not eligible for a refund.
The Return Process
To request a refund, please follow these steps:
- Contact our customer service team at [email protected] within the eligible period. Please include your order number and details about the product you wish to return.
- Our support team will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions for shipping the item back to us.
- Securely package the item, including the RMA number inside the package, and ship it to the address provided. We recommend using a trackable shipping service.
Please note that customers are responsible for the return shipping costs unless the return is due to an error on our part (e.g., wrong or defective item shipped).
Inspection & Refund Issuance
Once we receive your returned item, our team will inspect it to ensure it meets our eligibility criteria. This process typically takes 3-5 business days after the item arrives at our warehouse.
Upon approval, your refund will be processed. The refund will be issued to the original payment method used for the purchase. Please allow 5-10 business days for the refund to appear in your account, depending on your bank or payment provider's processing times.
If your return is not approved, we will contact you via email to explain the reason, and the item will be shipped back to you at your expense.
Exchanges
We currently do not offer direct exchanges. To exchange an item for a different size or color, please follow the standard return process to receive a refund and place a new order for the desired item on our website.
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us immediately at [email protected] within 48 hours of delivery. Provide your order number and clear photos of the product and its packaging. We will arrange a prepaid return label for you and expedite a full refund or replacement upon receipt and verification.
Contact Us
For any questions regarding our Refund Policy or your specific return, please do not hesitate to contact our dedicated support team. We are here to assist you.
Email: [email protected]
We aim to respond to all inquiries within 24-48 hours during business days.