Return, Refund & Replacement Policy
We want every order to arrive exactly as expected. If something goes wrong on our end, we're here to make it right. Please read through our policy below so you know what to expect.
Damaged Items
If your order arrives damaged or defective, we'll send you a replacement or issue a full refund — no need to return the item. To get the process started, please reach out to us within 30 days of delivery with a photo or short video clearly showing the damage or defect. Evidence should demonstrate how the product is affected (e.g., it's not functioning as intended). Please note that if only the packaging is damaged but the product itself is working fine, we're unable to process a refund.
Wrong or Missing Items
Received the wrong item, wrong size, or missing something from your order? We'll take care of it. Contact us with a clear photo of what you received, the original packaging, and the shipping label, along with a description of what's incorrect. Once confirmed, we'll arrange a replacement or refund.
Lost or Delayed Orders
If your order hasn't arrived and tracking hasn't updated or shows the order stuck in transit, please contact us. We consider an order potentially lost based on the following timeframes from the shipping date:
- United States: 45 days
- Most countries: 60 days
- Brazil: 110 days
If your order qualifies, we'll either resend the item or issue a refund. If tracking shows your order as delivered but you haven't received it, we'll need an official non-delivery certificate from your local carrier or postal authority to move forward.
Order Cancellations
Changed your mind? Contact us as soon as possible. We can cancel your order and issue a full refund before it has been processed or shipped. Unfortunately, once an order is in production or has shipped, cancellations are no longer possible. Some item types (such as custom or print-on-demand products) cannot be cancelled once the order is placed.
Refund Eligibility Window
Refund or replacement requests must be submitted within 90 days of the original purchase date. Orders older than 90 days are not eligible, regardless of the circumstances.
How Refunds Are Processed
Once your request is reviewed and approved, refunds are typically processed within 1-2 business days. Please allow an additional 5-10 business days for the funds to appear in your account, depending on your bank or payment provider. Refunds are returned to the original payment method only.
How to Contact Us
If you need to submit a refund or replacement request, please email us at silkdefycustomerservice@gmail.com with your order number and any relevant photos or videos. We'll get back to you as quickly as possible.