Refund policy

Returns Policy

At Silka, you have 14 calendar days from the date of receipt of your item to request a return.

To be eligible for a return, the item must be in the same condition in which you received it: unused, with original tags and packaging. You must also provide the receipt or proof of purchase.

To initiate a return, please contact us at contact@silkastore.com.
Returns must be sent to the following address:
Carretera de Cortes Nº34, 50540 Borja (Zaragoza), Spain.

If your return is accepted, we will send you a shipping label and detailed instructions on how to send your package properly.
Returns sent without prior authorization will not be accepted.
Silka will cover return shipping costs only in the case of defective products.

For any questions about returns, contact us at contact@silkastore.com.

Damages and Issues

Please check your order upon receipt. If the item is defective, damaged, or incorrect, contact us immediately at contact@silkastore.com so that we can assess the issue and find the best solution.

Liability and Shipping Claims

Once the order has been handed over to the carrier, ownership and risk of the product transfer to the customer. However, Silka remains responsible for loss, damage, or incorrect delivery attributable to transport.

In the event of a shipping issue (damaged, lost, or incorrect delivery), the customer must notify Silka in writing within 3 business days from the estimated delivery date at contact@silkastore.com.
Silka will handle the claim with the carrier and, if applicable, send a replacement product at no cost or refund the full amount paid.

It is the customer's responsibility to provide a complete and valid shipping address and ensure receipt of the order on the expected date.
If the data provided are incorrect or if the recipient is absent at the time of delivery, additional shipping costs may be charged to the customer.

Exceptions / Non-returnable Items

Certain products cannot be returned, such as personal care items that have been used.
If you are unsure about a specific product, please contact us at contact@silkastore.com.
We do not accept returns of sale items or gift cards.

Exchanges

The fastest and easiest way to make an exchange is to return the item you have and, once the return is approved, place a new order for the desired product.
For voluntary exchanges, shipping costs are borne by the customer.

Refunds

Once we receive and inspect your return, we will notify you of approval or rejection.
If approved, the refund will be automatically issued to your original payment method within 10 business days.
Please note that your bank or credit card provider may take longer to process the refund.

If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact us at contact@silkastore.com.

Right of Withdrawal – European Union

If your order was shipped within the European Union, you have 14 calendar days to cancel or return your purchase for any reason and without justification.
As with regular returns, the item must be unused, with tags and original packaging, and accompanied by proof of purchase.

Right of Withdrawal

Customers have 14 calendar days from receipt of the product to exercise their right of withdrawal, without the need for justification.
However, this right does not apply to used products that are non-hygienic in nature or cannot be returned for health or hygiene reasons, such as used personal care items.
The item must be unused, with tags and original packaging, and include proof of purchase.

Withdrawal Form

In accordance with Article 97.1(m) of the Spanish General Law for the Defense of Consumers and Users (TRLGDCU), a model withdrawal form is available to facilitate this process.
Customers may download and complete the form to clearly and easily notify their decision to withdraw.

Dispute Resolution

In the event of a dispute or claim between the customer and Silka that cannot be resolved amicably, both parties agree to submit to a mediation or consumer arbitration procedure.
The venue for resolving any disputes shall be Zaragoza (Spain), ensuring a quick and accessible process for both parties.

Product Warranty

In addition to the right of return, all our electrical devices include a 1-year warranty against manufacturing defects.

If your product develops a technical fault after the return period, please follow these steps:

  1. Contact our team at contact@silkastore.com.

  2. Include your order number and a detailed description of the problem.

  3. Attach photos or videos showing the defect.

Please keep your original proof of purchase.