Refund policy

Silka™ Refund & Return Policy

Overview

At Silka™, we are committed to providing high-quality products and a smooth customer experience. This policy outlines the terms under which returns, refunds, and exchanges are handled in accordance with South African consumer protection laws.

By purchasing from Silka™, you agree to the terms outlined below.

1. Change of Mind / Unwanted Items

In line with the Consumer Protection Act, customers may return an item within 7 days of delivery if they change their mind, provided that:

The item is unused, unopened, and in original packaging

All seals, labels, and accessories are intact

The product is in resellable condition

Important: Return shipping costs are the responsibility of the customer unless the item is faulty.

2. Faulty or Damaged Items

If your Silka™ product arrives damaged or develops a manufacturing fault within 7 days of delivery, you are eligible for:

A replacement, or

A refund (depending on stock availability and assessment)

To qualify:

You must provide clear proof (photos/videos) of the issue

The item must not show signs of misuse or physical damage caused by the customer

Silka™ reserves the right to inspect all returned items before approving a refund or replacement.

3. Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned or refunded unless faulty:

Items that have been used or opened

Items not in original packaging

Items damaged due to misuse, neglect, or improper handling

4. Refund Process

Once your return is received and inspected:

Refunds (if approved) will be processed within 5–10 business days

Refunds will be issued to the original payment method only

Shipping fees are non-refundable unless the item is defective

5. Exchanges

We offer exchanges only for defective or incorrect items sent by Silka™. Exchanges are subject to stock availability.

6. Delivery Responsibility

Silka™ is not responsible for delays caused by courier services, customs, or incorrect customer shipping details provided at checkout.

7. Legal Rights (South Africa CPA Compliance)

This policy operates in accordance with the Consumer Protection Act (CPA), South Africa, which protects consumers against defective goods and unfair trade practices.

Nothing in this policy limits your legal rights under South African law.

8. Contact Us

For returns, refunds, or support, contact:

Silka™ Support

📧 silkasupport@gmail.com

Response time: 24–72 hours