Refund policy
30-Day Change-of-Mind Returns
We accept change-of-mind return requests made within 30 days of receiving your order.
To be eligible, the item must be unused, unwashed and in its original condition, with all original packaging and accessories included. You will also need your order number or other proof of purchase.
For hygiene reasons, bedding that has been used, washed, stained, damaged after delivery or returned without its original packaging is not eligible for a change-of-mind return.
To request a return, contact us at support@silvalga.com before sending the item. If your request is accepted, we will provide the return address and instructions. Please do not send a return to the address shown on the original parcel or to any other address without first receiving return instructions from us.
Change-of-Mind Return Shipping
Customers are responsible for arranging and paying for change-of-mind return shipping. We recommend using a tracked service and keeping proof of postage, as we cannot be responsible for returns lost or damaged in transit.
Original shipping costs, if separately charged, are not refundable for change-of-mind returns.
Damaged, Faulty or Incorrect Items
Please inspect your order after delivery and contact us as soon as reasonably possible if the item is damaged, faulty, materially different from its description or if you received the wrong item.
Email support@silvalga.com with your order number, a description of the issue and clear photos where appropriate. We will assess the issue and provide an appropriate remedy, which may include a replacement, refund or another solution available under applicable consumer law.
Where an item does not meet applicable consumer guarantees, SilvAlga will cover reasonable return shipping costs when a return is required.
Exchanges
We do not currently offer direct exchanges. If you would like a different product or size, please request a return for the eligible item and place a new order separately.
This does not affect any replacement rights available for faulty, damaged or incorrect items.
Order Cancellations
To request a cancellation, contact support@silvalga.com as soon as possible after placing your order.
We will try to accommodate cancellation requests before an order has been processed or handed to the carrier, but cancellation cannot be guaranteed. Once an order has shipped, it must be handled through the applicable return process.
If we successfully cancel an order before shipment, the payment will be refunded to the original payment method.
Refunds
We will inspect your approved return within 3 business days of receiving it and notify you of the outcome. If approved, we will issue your refund to the original payment method on the same day the inspection is completed.
After the refund has been issued, please allow up to 10 business days for your bank or payment provider to process and display it.
The inspection and payment processing periods together may take up to 13 business days from the date we receive your return.
If more than 15 business days have passed since we confirmed that your refund was issued, contact support@silvalga.com.
Australian Consumer Rights
Our change-of-mind policy is offered in addition to any rights and remedies available under the Australian Consumer Law.
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
Contact
For return, refund or cancellation questions, contact: