Refusionspolitik

• RETURNS
• COMPLAINT PROCEDURE

Returns

Your satisfaction is our top priority!

Within 14 days of receiving your order, you can return the products without having to provide a reason. 

Here you will find all the necessary information for a quick and hassle-free return.

What’s Inside:

• Return Conditions
• How to Return a Product? Step by Step
• Related Questions
• Instructions for Preparing a return package

A. Return Conditions

You have 14 days from the date of purchase to initiate a return and send the products back to us.

Please remember that we only accept articles in their original condition, without any signs of use or changes to its appearance.

Returns are accepted only through our online process.

B. How to Return a Product? Step by Step

Step #1:
Log in to the store's website. Use the email address you provided during purchase and the login code that will be sent to your inbox during the login process.

Step #2:
Go to the "My Orders" section and find the order containing the product you wish to return.

Step #3:
Select the products you want to return and confirm by clicking "Request Return." Then, choose the reason for the return and confirm again.

Step #4:
You will receive a return confirmation, return label, and detailed instructions on how to prepare the package for return via email. The instructions will include specifics on how to properly pack the package.

Note: Please follow the packing instructions carefully to ensure the item arrives at our warehouse in good condition and meets the return requirements.

Step #5:
Pack the product and send the package according to the carrier/courier information. You will receive a tracking number.
Make sure the old shipping label is removed or covered to avoid any scanning errors. If you already have a return label, attach it to the package.

Step #6:
Once the package arrives, we will verify its condition, and if everything is in order, we will approve the return. 

C. Related Questions 

How long do I have to return a product?

You have 14 days from the date of purchase to initiate a return and send the products back.

Can I exchange a product?

After completing a return, you can go to the store and order a new item.

When will I get my refund?

Refunds will be processed within 14 days from when the returned package is received by the carrier. The funds will be returned to the original payment method. Be sure to keep the delivery confirmation until you receive your refund.

Which carrier can I use for the return?

Currently, you can use InPost for free returns. 

Can I return a product without the original packaging?

The original packaging is required for returns to ensure the product is received in its original condition. If the original packaging is not available, please use an appropriate substitute that provides similar protection. More information on packaging can be found here.

How should I prepare the package for return?

Refer to our return packaging instructions, available here.

Who covers the return shipping cost?

We will refund all payments made by you, including the cost of the product delivery, within 14 calendar days. If you choose a more expensive shipping method, we will refund the cost equivalent to the cheapest available option in our store. We use InPost for returns.

How long does it take to process a return?

It will take us up to 7 business days from the receipt of your returned package to make a decision.

How can I track the status of my return?

You can track the status of your return by logging into your account and going to the "My Returns" section. You can also track the return shipment using the tracking number provided by the courier.

What should I do if I haven’t received my refund?

If it has been more than 14 days since you received confirmation of your return and you have not heard from us, please contact our customer service team at contact@sylviaworld.com. We will help resolve the issue.

D. Instructions for Preparing a Return Package 

If you want to return a product, please follow the packing instructions below to ensure the item reaches our warehouse safely and meets the return requirements. 

Original Packaging: 

If possible, use the original packaging and all its components. The original packaging is designed to protect products from damage during delivery.
If the original packaging is not available, please use a suitable alternative that provides adequate protection:

Step #1: Wrap the product in bubble wrap or similar protective material to prevent movement and minimize the risk of damage.

Step #2: Secure the product with tape to ensure the protective material stays in place during delivery.

Step #3: Place the secured product in a durable cardboard box designed to endure bumps and pressure during delivery.

Note: Ensure there are no loose spaces in the box. You can use fillers such as newspaper, foam, or other cushioning materials to minimize product movement inside the box.

Take a picture of the product placed in the package before sending it, for your own safety.

Sealing and Securing the Box:

Seal the box thoroughly and secure it with packing tape. Make sure all edges are well-sealed to prevent the box from opening during delivery.

Attaching the Shipping Label:

Attach the return label provided to the box. If you have a digital label, print it out and stick it on the package.
If you cannot print the label and the carrier provides the option, write the return package number (13 digits + letter or 14 digits) legibly directly on the package.

Complaint Procedure

Step #1 - Reporting

To file a complaint, please fill out the form provided.

This form allows us to gather all necessary information regarding the product and the details related to the complaint, which will expedite the processing of your request.

Additionally, we ask that you take photographs of the product from all sides to clearly show any defects or damage. These photos will help us better assess the condition of the product and identify any potential defects, which is essential for proper complaint handling.

This will enable us to make a quicker and more efficient decision regarding the next steps, such as repair, replacement, or refund.

You can find all the necessary information about your order, such as:

• order number,
• date of order placement
• product name

in the "My Orders" section on our website and in the order confirmation email.

Please send the completed form and photos to contact@sylviaworld.com or to our postal address Wodzirejów 3, 02-834 Warsaw.

You can also submit a complaint by reaching out to us via the live chat option.

Step #2 - Process

After successfully submitting the form, you will receive a unique case number and an email confirmation of the receipt of your complaint. This mark is the beginning of the complaint process.

Step #3 - Decision

A decision will be sent to the email address provided below within 14 days from the start  of the complaint process.

Depending on the decision and the chosen solution, a refund will be processed within 14 days to the original payment method you selected.

Delivery costs will be fully covered by us – we will send you a return label that you can use to deliver the package with InPost courier.