Return and Refund Policy
๐ Returns, Replacements & Refunds
At silenzaqโข, operated by CJ SAYLES INC., we want every purchase to feel clear and reassuring from the moment you place your order.
Sometimes an item may not be quite rightโand thatโs okay! This policy explains how eligible returns, damaged-item claims, exchanges, and refunds are handled.
๐ 30-Day Return Period
You may request a return within 30 days from the date your order is delivered.
To remain eligible, the item should generally be:
- Unused, unworn, and unwashed
- In its original condition
- Returned with all included parts and accessories
- Inside the original packaging where reasonably possible
- Accompanied by an order confirmation or other proof of purchase
Products that show signs of use, alteration, misuse, or customer-caused damage may not qualify for return.
๐จ Starting Your Return Request
Before sending any item back, please contact our support team at:
To help us review your request more quickly, please include:
๐งพ Your order number
๐ฆ The product you wish to return
๐ฌ A short explanation of the reason
๐ท Clear photos when the item is damaged, defective, or incorrect
Once your request has been reviewed, we will provide the available return instructions, return destination, and any applicable shipping-label information.
Please Note
Do not mail a return before receiving approval from our customer service team.
Packages sent without authorization may not be identified, accepted, or processed correctly.
๐งฉ Damaged, Defective, or Incorrect Orders
Please inspect your package shortly after delivery.
Contact us promptly if:
- The item arrived damaged
- The product appears defective
- You received the wrong item
- A part or accessory is missing
- The quantity does not match your order
We may ask for photographs of the product, packaging, shipping label, and damaged area. After reviewing the information, we may offer an eligible replacement, partial refund, full refund, or another appropriate solution.
Please keep the original packaging until the issue has been resolved. It may be needed for verification or carrier review.
๐ซ Products That May Not Be Returnable
Certain items may be excluded from standard returns for hygiene, safety, customization, or product-condition reasons.
These may include:
- Personalized or custom-made products
- Gift cards
- Perishable goods
- Opened personal-care or hygiene products
- Used, washed, or altered merchandise
- Items marked as final sale where legally permitted
- Products damaged through improper use or care
Promotional pricing alone does not remove any mandatory consumer rights.
Not sure whether your product qualifies? Please email us before shipping it backโour team will gladly check.
๐ Exchanges Made Simple
To help avoid delays caused by changing inventory, exchanges are usually handled as two separate steps:
Step 1: Return the original product according to the approved instructions.
Step 2: Place a new order for the preferred item, size, color, or style.
This method allows the replacement product to be secured sooner instead of waiting for the original return to complete.
๐ช๐บ Cancellation Rights for EU Customers
Customers receiving eligible orders within the European Union may have the right to cancel certain purchases within 14 days of delivery, without providing a reason.
Returned products should generally be:
- Unused and in resalable condition
- Complete with accessories and components
- Returned with original packaging where reasonably possible
- Supported by proof of purchase
Some products may be excluded from the statutory cancellation right, including personalized goods, sealed hygiene products after opening, and other legally exempt items.
These rights apply alongside any additional protection provided under our standard return policy.
๐ณ Refund Review and Processing
Once an authorized return is received, we will inspect the product and notify you of the outcome.
When approved:
โจ The refund will be issued to the original payment method
โจ Processing is generally completed within 10 business days
โจ Your bank or card provider may need additional time to post the funds
The time it takes for the refund to appear in your account is controlled partly by your payment provider.
If more than 15 business days have passed since receiving refund approval, please contact:
๐ Return Shipping Costs
Return-shipping responsibility may depend on the reason for the return.
When the product is confirmed as damaged, defective, or incorrectly supplied, we will provide the appropriate resolution and return instructions.
For preference-based returns, such as changing your mind, ordering the wrong size, or no longer needing the item, return-shipping costs may be the customerโs responsibility unless otherwise stated.
Any applicable shipping-label deductions will be explained before the return is finalized.
Original shipping charges may be non-refundable unless required by law or the return resulted from our error.
๐ Where Should the Return Be Sent?
The correct return destination may vary depending on the item, supplier, warehouse, or fulfillment location.
For this reason, please do not send returns directly to our company contact address unless our support team has specifically instructed you to do so.
The approved return address and packing instructions will be provided by email after your request is accepted.
๐ผ Weโll Help You Through It
Our goal is to make the process fair, understandable, and as uncomplicated as possibleโbecause returns should not feel stressful!
silenzaqโข
Operated by CJ SAYLES INC.
๐ 3325 West Main Street, Rapid City
โ๏ธ 1-605-721-7475
โ๏ธ service@silenzaq.com