Refund policy

RETURN & REFUND POLICY – SILENCIA CO

At Silencia Co, customer wellbeing, hygiene, and safety are extremely important to us. Due to the intimate nature of many of our products, we operate a strict hygiene-based returns policy.

Please read this policy carefully before making a purchase.

NON-RETURNABLE ITEMS

For hygiene, health, and safety reasons, we do not accept returns of:

* opened products;
* used products;
* unsealed intimate or adult wellness items;
* items removed from protective packaging;
* personal care products; or
* any product that cannot safely be resold.

This policy helps protect the health and safety of all customers.

DAMAGED, FAULTY, OR INCORRECT ITEMS

If your order arrives damaged, faulty, defective, or incorrect, please contact us within 48 hours of delivery at:

silenciacouk@gmail.com

Please include:

* your order number;
* a description of the issue; and
* clear photographs showing the problem.

Once reviewed, we may offer:

* a replacement item;
* a full or partial refund; or
* store credit, where appropriate.

In most cases, customers will not be required to return intimate or adult products to us for hygiene reasons. Where a refund or replacement is approved, we may ask customers to safely dispose of the item instead.

CHANGE OF MIND

Due to the nature of our products, we do not accept returns or exchanges for:

* change of mind;
* personal preference;
* dissatisfaction after use; or
* ordering the wrong item.

Please carefully review all product descriptions and specifications before placing your order.

REFUND PROCESSING

Approved refunds will be issued to the original payment method used during checkout.

Please allow:

* 5–10 business days for refund processing depending on your payment provider or bank.

Shipping costs are non-refundable unless the item is faulty or incorrect.

MISSING PARCELS & DELIVERY ISSUES

If your order has not arrived within the estimated delivery timeframe, please contact us and we will investigate with the shipping carrier.

Silencia Co is not responsible for:

* delays caused by couriers;
* customs processing delays;
* incorrect addresses entered at checkout; or
* parcels marked as delivered by the courier.

REFUSAL OF REFUNDS

We reserve the right to refuse refunds where:

* claims are submitted outside the required timeframe;
* insufficient evidence is provided;
* products show signs of misuse or intentional damage; or
* the policy is being abused.

CONTACT US

For refund or order support, please contact:

Silencia Co
Email: silenciacouk@gmail.com