Please note that the team at zilver have the right to reject a return request of an order at our sole discretion if the returned item(s) does not comply with our returns policy.
You may cancel an order at any time before your order is delivered, and up to 14 days after receiving the product(s). This is known as the cooling-off period.
To cancel an order, you must inform the zilver team by emailing email@example.com and clearly stating your order number (found in your order documentation).
If you cancel any part of an order, or its entirety during the cooling off period, you must return the product(s) within 14 days after the day on which you notify us of the cancellation, and ensure the item(s) complies with the conditions outlined below.
If you cancel a contract between us within the 14 day cooling-off period, we will process the refund once the item(s) have been received and reviewed for quality control. If the zilver team receive notification of returns after the cooling off period, it will be considered at the discretion of the customer care team at zilver, but does not guarantee returns will be accepted.
Cancelling under the consumer contracts regulations
Depending on where you live, you have a legal right to cancel your order under the consumer contracts (information, cancellation and additional charges) regulations 2013 (“ccrs”) or equivalent consumer legislation in the eu. This means that during the subsequent mentioned cancellation period, if you change your mind or for any other reason you decide you do not want to keep the purchased product(s), you can notify customercare@zilver.Com of your decision to cancel the order. Once the product(s) are returned to the zilver team you will receive a full refund, including the original delivery costs; however returns and refunds are subject to the product(s) passing our quality control test allowing suitability for resale.
Once our customer care team have received notification that you wish to return or exchange an item(s) you will be issued with detailed instructions via email. For returns this may include the customer care team providing a return slip which will be sent to you electronically to print and attach to the item to be returned, or instructions to return an item that was either sent in error and/or receive an exchange.
Due to our production runs, we cannot guarantee that items returned for exchange will remain in stock by the time we receive a return item. Therefore to avoid disappointment, we suggest that when you request a return, you simultaneously place a separate order for replacement items with low stock. You are also welcome to check with firstname.lastname@example.org on availability of products.
It is advised that you retain a copy of proof of postage until after your refund has been processed and received. We cannot be held liable for any items lost in transit to be returned to zilver. Items returned to us without notification may suffer delays, or not be accepted for processing. Please consider that it can take up to 14 working days (longer for returns outside of the eu) for us to receive your return delivery before processing.
Terms of return
The condition of any item returned to Zilver must:
1) arrive unused in its original packaging with all original tags and labelling attached
2) in the same conditioned it was received suitable for resale
If an order was received defective, the team at email@example.com will request photographic evidence of your complaint. (photographic imagery may also be requested by the team for other return requests).
Failure to adhere to the terms of the condition in which items must be returned may result in the team at Zilver declining refunds if the product is not returned in a resalable state.
Please consider that it make take some time for funds to reappear in your account. Depending on the card issuer this may take up to thirty working days.