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refund policy

In accordance with applicable legal provisions, Silva Shop allows for the exchange or return of ordered and received items within 14 days of receipt.

To do so, the customer must contact our team by email before proceeding with the return. Products must be returned within 14 days of receipt, together with proof of purchase.

Eligibility for Refunds and Exchanges

  • Your item must be unused and in the same condition as when you received it.
  • The item must be in the original packaging.
  • To complete the return, we require a receipt or proof of purchase.
  • If the item in question was marked as a gift at the time of purchase and shipped directly to you, you will receive a gift credit for the value of your return.

Exchanges

All items will be inspected upon arrival at our facilities, and only those that meet the return conditions outlined above will be accepted for exchange or refund.

Excluded Assets

The following goods are not covered by the returns policy:

  • Gift cards
  • Some health and personal care items

Partial refunds are granted.

  • Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to an error on our part.
  • Any item returned 15 days after delivery.

Once the return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed and a credit will be automatically applied to your credit card or original method of payment within a certain number of days.

Delayed or missing refunds

  • If you haven't received a refund yet, check your bank account first. Then, contact your credit card company; it may take some time for your refund to be officially credited.
  • If you have already done all this and still haven't received your refund, please contact us at Silvashop2021@gmail.com.

Shipping

  • Please do not send the product back to the manufacturer. Contact us.
  • The consumer is responsible for paying the shipping costs for returning the item.
  • We work with the carriers CTT and DPD.
  • Shipping costs are non-refundable. If you receive a refund, the cost of the return will be deducted from your refund.
  • Depending on where you live, the time it takes for your product to reach you may vary.
Product Warranty

All products sold by Silva Shop on this website come with a 3-year conformity warranty.

In the event of a malfunction or technical defect, the customer must contact customer support to have an RMA (Return Merchandise Authorization) created.

The product must be sent to our facilities. Upon arrival, it will be inspected. If a non-conformity defect is confirmed, the product will be replaced. No fee will be charged for this.

If signs of misuse or failure to comply with the conditions of use are detected, the customer will be contacted to determine whether they wish to have the item repaired.

Price List

All offer prices on the website are displayed inclusive of VAT.

Applicable Legislation

All purchases made on this site are subject to Portuguese law. Any dispute regarding the interpretation of these Terms and Conditions shall be submitted to the competent Portuguese authorities.