Refund policy

Return & Refund Policy

This Return & Refund Policy applies to purchases made on Silkvelle and explains how returns, exchanges, and refunds work for customers in Germany.

1. Return Period

You can request a return within 30 days of the date you receive your order. For customers in the European Union, this includes the statutory 14-day cooling-off period described in section 8 below.

2. Conditions for Returns

To qualify for a return, the item must be unused and in the same condition you received it, with all original packaging, accessories, and protective seals intact. For hygiene and safety reasons, devices with broken hygiene seals or visible signs of use may not be eligible. Please have your order number or proof of purchase ready when you contact us.

3. How to Request a Return

To start a return, email us at support@silkvelle.store with your full name, order number, the item you would like to return, and the reason for the return. If approved, we will send you the return address, instructions, and a return label where applicable.

4. Return Shipping Costs

If we sent a defective, damaged, or incorrect item, we cover the return shipping cost. For all other returns, including change of mind, the customer is responsible for return shipping. We recommend using a trackable shipping service.

5. Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned once opened or used, including devices with broken hygiene seals, attachments that contact the skin directly, and any item marked as final sale. If you are unsure whether an item qualifies, contact us before ordering.

6. Damaged or Incorrect Items

Please inspect your order as soon as it arrives. If an item is defective, damaged, or incorrect, contact us at support@silkvelle.store with your order number, a description of the issue, and photos or video where possible. We will offer a replacement, exchange, or refund as appropriate.

7. Exchanges

We do not offer direct exchanges. If you would like a different device or model, please request a return for the original item and place a new order once your return is approved.

8. European Union 14-Day Cooling-Off Period

If your order is shipped to an EU country, you may cancel your order within 14 days of receiving it without giving a reason. To use this right, contact us within 14 days of delivery. The item must be returned unused and in its original condition and packaging where possible.

9. Refunds

Once we receive and inspect your return, we will let you know whether the refund is approved. Approved refunds are issued to your original payment method, typically within 10 business days of receiving the returned item. Your bank or payment provider may need additional time to complete the posting. If more than 15 business days have passed since we confirmed your refund, please contact us.