At Silvexa, we strive to ensure our customers are completely satisfied with their purchases. If you are not fully satisfied, we have created a straightforward refund and return policy to address your concerns. Please read the following terms and conditions carefully.
We accept returns and provide refunds for items under the following conditions:
Timeframe: You can request a return or refund within 30 days of receiving your product.
Condition: The product must be unused, undamaged, and in its original condition, including packaging, tags, and certificates (if applicable).
Exclusions: We do not accept returns or issue refunds for:
Customized or personalized items
Products that have been opened, used, or tampered with
Any items marked as final sale
If you meet the criteria for a return, please follow these steps to initiate the process:
Contact Us: Reach out to our customer support team at peter@silvexametals.com or call us on 07510 628300. Provide your order number and the reason for the return.
Return Authorization: Once we receive your request, we will issue a Return Authorization (RA) number. This is necessary for processing your return and ensuring that the item is eligible for a refund.
Return Shipping: Pack the item securely in its original packaging (if available) and send it to the address provided in your RA email. Customers are responsible for the cost of return shipping unless the return is due to a defect or our error.
Inspection and Approval: Once we receive the returned product, we will inspect it to ensure it meets our return criteria. If the return is approved, we will process your refund within 5-7 business days.
If your return is approved, you will receive a full refund to the original payment method used at checkout. Refunds will be processed after the returned item is inspected and approved. Please note:
Processing Fees: Any processing fees charged by the payment platform, including but not limited to credit card transaction fees or international bank fees, are non-refundable.
Bank Transfers: For payments made via bank transfer, refunds will be processed to your bank account and may take up to 10 business days to appear in your account.
At this time, we do not offer direct exchanges. If you wish to exchange an item, you must return the original product and place a new order for the desired item. The return process and applicable conditions remain the same as outlined in this policy.
If your product arrives damaged or defective, we apologize for the inconvenience. Please follow these steps:
Report Damage: Contact us immediately at peter@silvexametals.com with your order number and photographs of the damaged or defective product.
Return Shipping: We will provide a prepaid return shipping label for the damaged or defective item.
Refund or Replacement: Once we receive the damaged product, we will either issue a full refund or send a replacement item, depending on your preference and item availability.
If you decide to cancel your order before it has been shipped, you can request a full refund. Cancellations must be made within 24 hours of placing the order to be eligible for a full refund. After this time, we cannot guarantee cancellation, but we will work with you to resolve the situation.
If you have not received your refund after 7 business days, please check your bank or payment account first. If there is still no refund, contact us at peter@silvexametals.com. We will investigate the issue and assist you further.
If you have any questions or concerns regarding returns or refunds, please do not hesitate to contact our customer support team:
Email: peter@silvexametals.com
Mailing Address: Silvexa, Pure Offices Leeds Thorpe Park, 4100 Park Approach, Leeds, LS15 8GB, United Kingdom
Thank you for choosing Silvexa! We are committed to providing you with the best service possible. If you need assistance, we’re here to help.