Refund policy

Return and Refund Policy

Store Name: Silkho II
Contact Email: silkho.com@gmail.com
Last Updated: October 24, 2026

1. Overview

At Silkho II, customer satisfaction is our priority. We are committed to providing high-quality products and a reliable shopping experience.

We understand that sometimes a purchase may not meet your expectations. Our Return and Refund Policy explains the conditions under which customers may request a return, exchange, replacement, or refund.

2. Return Eligibility

We accept eligible return requests within 30 days of delivery.

To qualify for a return, the item must:

Be unused, unopened, and in its original condition.
Include its original packaging, labels, and accessories.
Have proof of purchase or an order number.
Be returned in accordance with our return instructions.

Products that have been used, altered, damaged after delivery, or returned without authorization may not qualify for a discretionary return.

These conditions do not restrict any rights customers have under applicable consumer protection laws.

3. Non-Returnable Items

For hygiene, health, and safety reasons, certain products may not be eligible for returns once opened or used.

These may include:

Opened skincare products and serums.
Used cosmetics and beauty products.
Opened perfumes and fragrances.
Opened dietary supplements.
Personal care and hygiene products.
Gift cards, where applicable.
Final-sale items, where legally permitted.

If a product arrives damaged, defective, incorrect, or otherwise fails to meet applicable legal requirements, customers may still be entitled to a refund, replacement, or other remedy.

4. How to Request a Return

To initiate a return, please contact our customer support team:

Email: silkho.com@gmail.com

Please provide:

Your full name.
Your order number.
The product you wish to return.
The reason for your return.
Photographs, if the product is damaged or incorrect.

Our support team will review your request and provide return instructions if your item is eligible.

Please do not send products back without first contacting us for the correct return address and instructions.

5. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible.

Include your order number and clear photographs of the product and packaging, where possible.

After reviewing the issue, we will provide an appropriate resolution, which may include:

A replacement product at no additional cost.
A refund to the original payment method.
Another remedy required or permitted by applicable law.

Customers will not be required to pay return shipping costs where the law requires the seller to cover them.

6. Refund Processing

Once we receive and inspect an eligible returned item, we will notify you of the approval or rejection of your refund request.

If approved, refunds will generally be issued to the original payment method.

Estimated refund processing time: 5–10 business days after approval.

Your bank or payment provider may require additional time to display the refund in your account.

Any legally required refund deadlines will take precedence over these estimates.

7. Exchanges

We may offer exchanges for eligible products, subject to availability.

If you receive an incorrect or defective item, please contact our support team for assistance.

For other exchange requests, customers should contact us to confirm eligibility before returning the product.

8. Return Shipping Costs

For returns due to a change of mind, customers are generally responsible for return shipping costs unless otherwise stated.

If the return is due to an incorrect, damaged, or defective product, we will cover reasonable return shipping costs where required by law or as agreed with the customer.

Original shipping charges may be non-refundable for discretionary returns, except where applicable law requires otherwise.

9. Lost or Missing Packages

If your order is lost during shipping or does not arrive within the expected delivery period, please contact us at silkho.com@gmail.com.

Our customer support team will investigate the issue with the relevant shipping carrier.

If the package is confirmed lost, we will arrange an appropriate resolution, which may include:

Reshipping the order at no additional cost.
Providing a replacement product.
Issuing a refund where appropriate.

Customers are not required to pay additional charges for a replacement shipment when we agree to replace an order lost in transit.

10. Partial Deliveries and Multiple Shipments

Some orders may contain products shipped from different warehouses or fulfillment centers.

As a result, items may arrive in separate packages and on different dates.

If you receive only part of your order, please check your shipping confirmation and tracking details.

If an item is missing or significantly delayed, contact us so we can investigate and assist you.

11. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

We will make reasonable efforts to cancel the order before it has been shipped.

Once an order has been dispatched, cancellation may no longer be possible, and the applicable return process may need to be followed.

If a prepaid order is successfully canceled, any refund owed will be issued according to applicable law and our refund procedures.

12. Late or Missing Refunds

If you have not received an approved refund, please:

Check your bank account or original payment method.
Contact your bank or payment provider to confirm whether the refund is pending.
Allow for any applicable processing time.

If the refund still has not appeared after the expected period, contact us at silkho.com@gmail.com.

We will help investigate the transaction.

13. Consumer Rights

Nothing in this policy excludes, limits, or overrides any mandatory consumer rights provided by applicable law.

Customers may be entitled to additional protections, including remedies for defective products, incorrect orders, or purchases covered by statutory cancellation rights.

Where applicable law provides greater protection than this policy, those legal requirements will apply.