Refund policy

Last updated: [DATE]

At Silken Belle, we want you to feel completely at ease with your purchase. That is why every order is protected by our 90 Day Satisfaction Guarantee. This policy explains how it works, step by step, so you always know exactly where you stand.

1. Our 90 Day Satisfaction Guarantee

Try Silken Belle for up to 90 days from the date your order is delivered. If you are not happy with how your skin feels, tell us and we will refund the price you paid for the product. It is that simple.

  • A real person reviews every request, within 1 to 2 business days.
  • There is no need to ship your opened bottle back to us.
  • Your refund goes back to your original payment method.

2. How to request a refund

  1. Write to us at support@silkenbelle.com with the subject "Refund request".
  2. Include your order number, the name used on the order, a short reason, and a clear photo of your bottle or bottles.
  3. We review your request and reply within 1 to 2 business days.
  4. Once approved, we issue your refund within 5 business days. Your bank or card provider may take a further 5 to 10 business days to show it.

Please contact us before returning anything or opening a dispute with your bank. We will always tell you exactly what to do next.

3. Guarantee conditions

To keep the guarantee fair for everyone, the following conditions apply:

  • Timing: your request must reach us within 90 days of the delivery date shown by the carrier.
  • A fair trial: the guarantee is designed for customers who have genuinely tried the product. We ask that you use it as directed, regularly, for at least 14 days before requesting a refund. This does not apply if your order is damaged, defective or incorrect, or if you experience a skin reaction (see sections 5 and 7).
  • One claim per customer and household: the guarantee can be used once per customer and per household.
  • Purchased from us: the guarantee applies to orders placed directly on our website, and not to purchases from resellers or marketplaces.
  • Orders with more than one bottle: the guarantee covers the bottles you have used. Unopened bottles can be refunded when they are returned to us, and we will send you instructions. Return costs for unopened bottles are the customer's responsibility, as are all shipping costs on guarantee refunds (see section 4).
  • Reasonable use: we may decline requests that appear fraudulent, abusive or unsupported by the information requested. If we do, we will explain why.

4. What is refunded, and how

We refund the price you paid for the product, including any sales tax collected by us at checkout.

Shipping costs on refund requests. When a refund is requested under the guarantee, shipping is paid by the customer. The original shipping fee is not refunded, and any return shipping is at the customer's expense. The same applies to customs duties, import taxes and any fees applied by customs or the carrier (see our Shipping Policy). The only exceptions are the cases where the problem is ours or where the law requires otherwise: orders that arrive damaged, defective or incorrect, orders that are not delivered, and your statutory right to cancel (see sections 5, 6 and 9).

Refunds are always issued to the original payment method, in the currency of your original payment. We are not responsible for bank fees or exchange rate differences applied by your bank or card provider.

5. Damaged, defective or incorrect items

If your order arrives damaged, defective or incorrect, write to us within 14 days of delivery with your order number and clear photos of the product, the packaging and the shipping label. We will send you a replacement or a full refund, including shipping, at our choice. You do not need to send the item back.

6. Orders that have not arrived

If your order has not arrived, please see section 5 of our Shipping Policy, which explains our maximum waiting period and the full refund or reshipment that follows.

7. Skin sensitivity and safe use

Silken Belle is a cosmetic product for external use only. Everyone's skin is different, so we recommend a small patch test before first use and checking the ingredients list if you have known allergies. If you experience irritation or a reaction, stop using the product and seek medical advice if needed. In that case you are covered by the guarantee at any time within 90 days, with no minimum trial period. Silken Belle is a cosmetic product and is not intended to diagnose, treat or cure any medical condition. Results vary from person to person.

8. Cancelling before dispatch

You can cancel free of charge as long as your order has not been dispatched. Write to us as soon as possible and we will refund the full amount within 5 business days. Once an order has been dispatched, it can no longer be cancelled, but it remains protected by the guarantee.

9. Your statutory right to cancel (United Kingdom, European Union and other regions where it applies)

If you live in a region where consumer law gives you the right to cancel an online purchase, you can cancel within 14 days of receiving your order, for any reason. To do so, write to us at support@silkenbelle.com within that period. You must then return the goods to us within 14 days of telling us, at your own cost, using the instructions we provide. We will refund you, including standard shipping costs, within 14 days of receiving the goods back or of receiving proof that you have sent them.

For hygiene and health protection reasons, this right does not apply to sealed products that have been unsealed after delivery. This does not affect your 90 Day Satisfaction Guarantee, which is a separate and additional promise from us.

10. Payment disputes

If you have any concern about an order, please write to us first so that we can help you quickly. Refunds issued through our team are faster than a bank dispute. Once a refund has been issued, the order is closed, and any payment dispute for that same transaction will be answered with proof of refund. If a dispute is opened for an order that is delivered or that complies with this policy, we will provide the payment provider with the transaction records, including your order confirmation, delivery information, our correspondence, and this policy, which you accepted when you placed your order. We reserve the right to decline future orders from customers who open disputes in these circumstances.

11. Your rights and changes to this policy

Nothing in this policy limits or excludes your statutory rights under the consumer laws that apply in your country of residence, or any liability that cannot be excluded by law. We may update this policy from time to time, and the version in force when you placed your order applies to that order.

12. Contact us

Email: support@silkenbelle.com
Response time: within 1 to 2 business days
Business name: [LEGAL BUSINESS NAME]
Address: [BUSINESS ADDRESS]

Thank you for trusting Silken Belle with your skin. If something is not right, we will make it right.