Refund Policy

At SilkDefy, your satisfaction matters. If there's an issue with your order, we want to resolve it quickly and fairly. Below you'll find everything you need to know about our refund process.

When Are Refunds Issued?

We issue refunds when an error occurs on our end. This includes situations where your order arrived damaged, contained the wrong item, was missing a product, or was significantly delayed beyond the expected delivery window. We are not able to issue refunds for change-of-mind purchases once an order has been placed.

Refund Eligibility Requirements

To be eligible for a refund, your request must meet the following conditions:

  • Your request must be submitted within 90 days of the original purchase date. Requests made after this window will not be eligible.
  • You must provide supporting evidence (photos or videos) where applicable — for example, if items arrived damaged or incorrect.
  • The issue must be due to a fulfillment or shipping error on our part.

Damaged Items

If your item arrives broken or defective, we'll issue a full refund or send a replacement at no extra cost. Please contact us within 30 days of delivery and include a photo or short video showing the damage. If only the outer packaging is damaged but the product itself is intact and working, we're unable to process a refund.

Wrong or Missing Items

If you received the wrong product or something is missing from your order, we'll make it right with a refund or replacement. Reach out to us with a photo of what you received, the packaging, and the shipping label, and let us know what was incorrect.

Lost or Delayed Orders

If your order appears stuck in transit or hasn't arrived within the timeframes below, you may be eligible for a refund or reshipment:

  • United States: 45 days from shipping date
  • Most countries: 60 days from shipping date
  • Brazil: 110 days from shipping date

If your tracking shows the order as delivered but you haven't received it, please obtain a non-delivery certificate from your local post office or carrier and send it to us.

Order Cancellations

You may cancel your order for a full refund as long as it hasn't been processed or shipped yet. Once an order enters fulfillment or ships, cancellations are no longer possible. Custom or print-on-demand items cannot be cancelled once payment is made.

How Refunds Are Processed

Once your refund request is approved, we'll process it within 1–2 business days. Depending on your bank or payment provider, the funds may take an additional 5–10 business days to appear in your account. All refunds are returned to the original payment method only.

How to Request a Refund

To start a refund request, email us at silkdefycustomerservice@gmail.com with your order number, a description of the issue, and any supporting photos or videos. Our team will review your request and get back to you as soon as possible.