Refund policy
RETURN AND REFUND POLICY
Last updated: October 22, 2026
1. Return Period
At Silkelab, customer satisfaction is important to us.
Customers may request a return within 30 days of receiving their order, subject to the conditions outlined in this policy and any mandatory consumer rights applicable in their country.
To initiate a return, please contact us at contact@silkelab.store before sending any items back.
2. Return Eligibility
To be eligible for a return, items should:
* Be unused and in their original condition.
* Be returned with their original packaging, where applicable.
* Include proof of purchase or the order number.
* Meet any applicable hygiene, safety, and legal requirements.
Items that are damaged, defective, incorrect, or not as described will be handled in accordance with applicable consumer protection laws.
Certain items may be excluded from voluntary returns where legally permitted, including personalized products or sealed hygiene products that have been unsealed, where applicable law allows such exclusions.
3. How to Request a Return
To request a return:
1. Email contact@silkelab.store with your order number.
2. Explain the reason for the return.
3. Wait for our customer support team to provide return instructions.
4. Send the item to the return address provided by our team.
Please do not send items back before receiving return instructions.
4. Return Shipping Costs
For change-of-mind returns, customers are responsible for return shipping costs unless otherwise stated or required by applicable law.
If an item arrives defective, damaged, incorrect, or materially different from its description, Silkelab will provide an appropriate remedy and cover return shipping costs where required by law.
5. Refunds
Once we receive and inspect a returned item, we will notify you whether your refund has been approved.
Approved refunds will be issued to the original payment method unless otherwise required or agreed under applicable law.
Refund processing times may vary depending on your bank or payment provider.
Where required by law, refunds will include applicable delivery charges and will be processed within the legally prescribed timeframe.
6. Late or Missing Refunds
If you have not received an approved refund:
1. Check your bank account or payment provider.
2. Contact your card issuer or bank, as processing times may vary.
3. If the refund is still missing, contact us at contact@silkelab.store.
7. Exchanges
If you receive a defective or incorrect item, contact us at contact@silkelab.store so we can review the issue and arrange an appropriate solution.
Exchanges are subject to product availability and applicable law.
8. Damaged, Defective, or Incorrect Orders
Please contact us as soon as reasonably possible if your order arrives damaged, defective, or incorrect.
Include your order number and photographs of the item and packaging where appropriate.
We will assess the issue and offer the remedy required by applicable law, which may include a replacement, repair, refund, or another appropriate solution.
9. Order Cancellations
If you wish to cancel an order, contact us as soon as possible at contact@silkelab.store.
We cannot guarantee cancellation once an order has been processed or dispatched. However, any applicable statutory cancellation or withdrawal rights remain unaffected.
10. International Returns
International customers must contact us before returning an item.
Return shipping arrangements, customs requirements, and any applicable charges may vary by country. Customers will be informed of the return procedure before sending an item back.
Nothing in this policy limits mandatory consumer rights applicable in the customer’s country of residence.
11. Contact Information
For return or refund requests, please contact:
Silkelab Customer Support
Email: contact@silkelab.store
Website: https://silkelab.store
Phone: +1 251-332-0859
Store Address:
2101 Bristol Dr
Frederick, MD 21702
United States