Returns Policy


Introduction

We truly want you to be able to shop with confidence and be happy with your purchase from us. On that basis we offer a full returns policy for your peace of mind and to ensure you get the protection you deserve. We like to think we're straightforward and down to earth people so if you have questions or need help simply get in touch and we will be pleased to help to the best of our ability. 

We pride ourselves on our customer service and the quality of each item we sell and will stand by it. Every effort is made to inspect each item to ensure it's suitability for delivery to you before we ship the item to stop you encountering preventable problems. 

In the instance that you're not be happy with your purchase please do get in touch with us via the contact us page on our website or email us via: info@silverbackstores.com . You may reach us via telephone or email and we have staff members dedicated to customer service enquiries. We will try to get back to you within 48 hours.

Details of our returns policy and procedures are included below. 

Jump to Section: 

Wrong Size Item

Damaged, Faulty or Item Not As Described

Change of Mind or No Longer Want Item

Returns Authorisation Procedure

 

RETURNS POLICY

Timescale

Our returns policy lasts for 30 days. This 30 day period starts from the moment first delivery of your item is attempted to your given address, so you have plenty of time to check your order.

Any return requests outside of this timescale will down to management's discretion but in all instances if you have an issue then please contact us, we want to ensure our customers are happy :) 

Wrong Size Item

We make every effort to include sizing information and advice in the product description or images for each product we sell to minimise the risk of purchasing the wrong size item.

We recommend that you check the product information prior to placing an order to prevent avoidable issues. 

All measurements of items are taken by hand. Therefore please allow 1-3cm's worth of variation between stated and actual item size, especially for handmade items.

    To be eligible for a return or exchange, like the standard for all other online stores, your item must be unused, with all original tags and in the same condition that you received it in. It must also be in the original packaging with proof of purchase provided (this can be email receipt). 

    Contact us requesting an RA number and please follow the RA number procedure outlined in this policy. Items without a valid RA number will not be accepted. 

    You will be responsible for paying for your own return shipping costs. Shipping costs are non-refundable. 

    Damaged, Faulty Or Item Not As Described

    We make every effort to check quality and accuracy of our items / orders prior to dispatch. In the rare instance that you receive a damaged, faulty, incorrect item or one which is not as described we truly do apologise for this mistake and will make it right for you. 

    Please contact us within 7 days of receiving the item to advise us of the issue and provide some photo evidence of the defects or issues you are having to help us work faster. 

    To be eligible for this kind of return, your item must be unused, with all original tags and in the same condition that you received it in. It must also be in the original packaging (this can be opened but please take care while opening it). Please note, as is common sense, we will not accept returns for items which you have damaged yourself (for example: you fell off your bike and the bracelet now has a branch sticking out of it)   

    Contact us requesting an RA number and please follow the RA number procedure outlined in this policy to make the process as quick as possible. Items without a valid RA number will not be accepted. 

     

    Change Of Mind Or No Longer Want Item

    No longer want your item? We're sorry to hear that, get in touch with us and we will review your request on an individual basis.

    A request for a return, exchange or refund for this reason will be down to management's discretion.

    Refunds are not considered under these circumstances. 

    You will be responsible for paying for your own return shipping costs should a return be authorised and please note for this return reason shipping costs are non-refundable. 

    Returns Authorisation Number (RA) Procedure & Terms / Conditions

    To be eligible for a return, refund or exchange your item must be unused, with all original tags attached and in the same condition that you received it in. It must also still have the original packaging.

    Contact us requesting an RA number and please state your reason for requesting this. Please provide proof of original purchase (your email receipt) and if requesting a refund (if applicable) please provide photo evidence of item defect, damage or difference from product description. All of this helps us to help you faster and save your time. Items without a valid RA number wont be accepted so please do contact us asking for an RA number.

    Once your RA number is received, and if we request you to return your goods, we will email you the best location to return your item to. Please ensure your package has the RA number clearly shown and your order details are included for our reference purposes. 

    We will need to be in receipt of the returned item before any return is completed. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund request if applicable. The decision to issue a refund will be at management's discretion subject to the reason for return. 

    If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a few days.

    We'll refund (if applicable) the price you purchased your item at - this includes sale items.

    All exchanges will be sent back to the original order delivery address unless there is a reason this is not possible. 

    We are not responsible for any items that are returned to us by mistake.

    In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you so please do be a good person and explain the situation to us in advance.

    You will have to pay  your own shipping costs for returning your item. Shipping costs are non-refundable. We regret to inform you that we cannot be held responsible for returned goods that become lost in transit. We therefore strongly recommend that you use a recorded/insured delivery service and keep a record of this to minimise risk for yourself. It's not essential, its just simply our advice.

    Please do not send your purchase back to the item manufacturer / dispatch centre as we may have a better/ faster location for you to send it to.

    Depending on where you live, the time it may take for your exchanged product to reach you, may vary but we will keep you posted.

    Exemptions

    Several types of goods are exempt from being returned.

    Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

    Additional non-returnable items:
    * Gift cards
    * Downloadable software products
    * Some health and personal care items

    There are certain situations where only partial refunds are granted: (if applicable)
    * Book with obvious signs of use
    * CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
    * Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

    Management will have complete discretion of action for any item that is returned more than 30 days after delivery.


    Late or missing refunds (if applicable)

    If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

    If you’ve done all of this and you still have not received your refund yet, please contact us at info@silverbackstores.com and we will investigate for you.

    Shipping Costs

    Please note that all shipping costs paid for are non-refundable in all circumstances. Shipping costs are spent on getting the item shipped to you and once the item is in transit they cannot be refunded. Thanks for your understanding with this. 

     

    Further Questions

    If you require any further information on our returns policy please get in touch via our contact us page and we would be glad to help.