Refund policy

We want customers to understand our return rules before purchasing. Because Sylvoven sells personal-care products, hygiene and product-integrity requirements apply.

This policy applies to purchases made directly through https://sylvovenbeauty.com. Products purchased from another retailer or marketplace must be returned through the original seller under that seller’s policy.

Return Window

Eligible unopened products may be requested for return within thirty (30) calendar days after confirmed delivery.

To be eligible, the product must:

- Be unused, unopened, and unsealed;
- Be in its original packaging and in resalable condition;
- Include any accessories or promotional items supplied with the purchase; and
- Be accompanied by valid proof of purchase from Sylvoven.

A return request must be approved before the product is sent back. Products returned without authorization may not be accepted or refunded.

Opened or Used Personal-Care Products

For hygiene, safety, and quality-control reasons, products that have been opened, unsealed, used, altered, contaminated, or partially consumed are not eligible for return or exchange because of a change of mind, scent preference, texture preference, or individual result.

An opened or used product may still qualify for a remedy if it arrived damaged, defective, incorrect, or otherwise fails to meet rights that cannot legally be excluded.

Batana paste may soften or melt in warm temperatures and become firm again in cooler temperatures. This is a natural physical characteristic of the oil and, by itself, is not considered a product defect.

Non-Returnable Items

The following items are not eligible for return except where required by applicable law:

- Opened, unsealed, or used personal-care products;
- Free gifts, promotional samples, and complimentary items;
- Gift cards;
- Final-sale items clearly identified as final sale before purchase;
- Products damaged through misuse, improper storage, accident, or failure to follow product instructions;
- Products not purchased directly from Sylvoven; and
- Products returned outside the applicable return period.

Damaged, Defective, Incorrect, or Missing Products

Inspect your order after delivery. If an item arrives damaged, defective, incorrect, or missing, contact service@sylvovenbeauty.com promptly.

Include:

- Your order number;
- A clear description of the issue;
- Photos or video of the product and packaging; and
- A photo of the shipping label when requested.

Our support team aims to review the initial report within 24 hours. If the claim is verified, we may issue a replacement, refund, or another appropriate remedy. Sylvoven will cover reasonable return shipping when we require the return of a verified damaged, defective, or incorrect product.

How to Request a Return

To request a return:

1. Email service@sylvovenbeauty.com within 30 days after delivery.
2. Include your order number, the item you wish to return, and the reason for the request.
3. Wait for return approval and return instructions.
4. Send the approved item to the return address provided by our support team.

Returns must not be sent to an address shown on a shipping label without prior authorization. Fulfillment locations may not be able to receive customer returns.

Return Shipping Costs

For approved change-of-mind returns, the customer is responsible for return shipping costs. Original shipping charges are non-refundable unless the order was damaged, defective, incorrect, or applicable law requires otherwise.