Refund policy

eturns, Exchanges & Refunds Policy

We want each SILVEIL ritual tool to arrive in a condition that feels considered and complete. Please review the conditions below before requesting a return.

30-Day Return Window

Eligible items may be returned within 30 calendar days of delivery. To qualify, an item must be:

  • unused and not placed on the face, scalp, or body;

  • clean, undamaged, and in resalable condition;

  • returned with its original packaging, accessories, protective pouch, instructions, and gifts included with the purchase; and

  • accompanied by proof of purchase from https://silveil.com.

We reserve the right to reduce or refuse a refund if an item is used, incomplete, damaged after delivery, or returned in a condition that prevents resale, except where applicable law requires otherwise.

Items That Cannot Be Returned

Unless an item arrived damaged, defective, or incorrect, we do not accept returns of:

  • opened, used, or skin-contacted gua sha and personal-care tools;

  • opened or unsealed oils, skincare, or other personal-care liquids;

  • personalized, engraved, made-to-order, or final-sale items;

  • gift cards or digital products;

  • items not purchased directly from https://silveil.com; or

  • items returned without prior authorization.

Purchases made through TikTok Shop, Amazon, Etsy, or another retailer are governed by that platform or retailer’s return process.

Natural Materials and Hand-Finished Details

Natural wood, stone, and hand-finished materials may vary in color, grain, pattern, tone, shape, weight, or surface detail. These variations make each tool individual and are not considered defects unless they materially affect safe use or product function.

For wooden tools, normal changes caused by moisture, oils, temperature, use, or aging are not manufacturing defects. Please follow the care instructions supplied with the product.

How to Request a Return

Before sending anything, email hellosilveil@gmail.com with:

  • your order number;

  • the item you wish to return;

  • the reason for the return; and

  • photographs if the item is damaged or defective.

If the return is approved, we will provide instructions and the designated return address. Do not send a return to the address printed on the original shipping parcel, as it may be a carrier or logistics address that cannot accept returns.

Unauthorized returns may be refused or may not be eligible for a refund.

Return Shipping

For preference-based returns, including change of mind, the customer is responsible for return shipping and any related customs charges. We strongly recommend using a tracked service. SILVEIL is not responsible for a return parcel that is lost or damaged before it reaches the designated return location.

If we verify that an item arrived damaged, defective, or incorrect, SILVEIL will provide an appropriate remedy and cover reasonable return or replacement shipping where required.

Original shipping charges, expedited shipping fees, duties, taxes, and customs charges are non-refundable unless the return results from our error or applicable law requires otherwise.

Refunds

We will inspect the return after it arrives. If approved, the refund will be issued to the original payment method within 5–10 business days. Your bank or payment provider may take additional time to post the credit.

If an order received a gift-with-purchase or bundle discount, all required components must be returned. If a promotional gift is not returned, its stated retail value may be deducted from the refund where permitted by law.

Exchanges

Because international inventory changes quickly, we do not currently offer direct exchanges. The fastest option is to return an eligible item and place a new order after the return is approved.

Cancellations

You may request cancellation by contacting us promptly after ordering. Cancellation is not guaranteed. Once fulfillment has begun or a shipping label has been created, the order may need to follow the standard return process.

Damaged, Defective, or Incorrect Orders

Report damaged, defective, or incorrect items within 7 calendar days of delivery and provide the evidence described in our Shipping & Delivery Policy. Once verified, we may offer replacement, refund, store credit, repair, or another remedy appropriate to the circumstances.

Accidental damage after delivery—including dropping, impact, misuse, improper cleaning, prolonged soaking, dishwasher use, or storage in excessive heat or moisture—is not considered an arrival defect.

Mandatory Consumer Rights

Nothing in this Policy limits any non-waivable rights you may have under the consumer protection laws of your place of residence. If local law provides a longer cancellation period or a different remedy for faulty goods, those mandatory rules will apply.

Contact

To request a return or ask a refund question, contact us.