Informativa sui rimborsi

  • Thank you for your trust and cooperation.

  • We take great care to ensure every order is prepared and shipped with the highest level of attention. However, we understand that in some cases, a return or complaint may be necessary. Below you will find all the essential information to help resolve such situations quickly and efficiently.

    RETURNS

  • COMPLAINT PROCEDURE

 

Returns

Due to the nature of B2B transactions, we do not accept returns caused by a change of mind or cancellation of purchase decisions.

If there are exceptional circumstances, please contact us directly. Each case is reviewed individually with flexibility and professionalism.

Return contact: wholesale@sylviaworld.com

Return conditions (upon approval)

  • Products must be unused, undamaged, and in their original packaging
  • All tags, certificates, accessories, and documentation must be included
  • The return must be pre-approved by our team before being sent back
  • Return shipping costs are the responsibility of the customer
  • A restocking fee may apply in some cases

 

Complaint Procedure

Complaints – Damaged, Missing, or Incorrect Items

If you receive a damaged item, your order is incomplete, or you were sent the wrong product, please notify us within 5 business days of receiving the shipment.

Important:
If you notice any damage to the parcel from the outside when receiving it from the courier, you must open the parcel in the presence of the courier and fill out a damage report (protokół szkody) with the courier immediately.

To process your complaint efficiently, please provide the following:

  • Your order number
  • Clear photos of the issue (damage or incorrect item)
  • A brief description of the problem

After verification and approval of the complaint, we may offer:

  • A replacement of the correct or new product
  • A full refund (including shipping costs)
  • A discount or credit note for future purchases

Refunds

Once the returned product has been received and inspected, a refund will be processed within 14 business days. The refund will be issued to the original payment method used during checkout. Shipping costs are non-refundable unless the return is related to a confirmed complaint.

Non-returnable items

We do not accept returns of the following:

  • Products made to order or customized
  • Items that were used or damaged by the customer
  • Hygiene-related items once opened (e.g. massage tools)
  • Items missing original packaging or required certificates

 

If you have any questions, please don’t hesitate to contact us.