Refund policy

This policy outlines your rights regarding returns, refunds, and cancellations when purchasing physical products from SILAHCARDS LIMITED (silahcards.com), in accordance with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Our 14-day money-back guarantee

We offer a 14-day return policy. You have 14 days from the day you receive your order to request a return, for any reason.

To be eligible for a return, your item must be unused and in the same condition you received it, in its original packaging. You will also need your receipt or proof of purchase.

To start a return, contact us at hello@silahcards.com. Once your return is approved we will send instructions on how and where to send your package. Returns are sent to: 351 London Road, Reading, RG1 3PB, United Kingdom.

Items sent back to us without first requesting a return will not be accepted.

Return postage

You are responsible for the cost of returning your item to us, unless the item arrived damaged, defective or incorrect — in which case we cover it.

We recommend using a tracked service, as we cannot guarantee that we will receive an untracked return.

Damaged, defective or incorrect items

Please inspect your order as soon as it arrives. If your kit is defective, damaged, or is not what you ordered, contact us immediately at hello@silahcards.com and we will make it right at no cost to you.

Partial refunds

A partial refund may be granted where an item is returned with obvious signs of use, or is damaged or missing parts for reasons not due to our error.

Exceptions

We cannot accept returns on gift cards, or on items that have been personalised or made to order.

Exchanges

The fastest way to exchange an item is to return the one you have and, once the return is accepted, place a separate order for the replacement.

European Union 14-day cooling-off period

If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification. As above, your item must be unused and in the same condition you received it, in its original packaging, and you will need your receipt or proof of purchase.

How refunds are processed

We will notify you once we have received and inspected your return, and let you know whether the refund has been approved.

If approved, your refund will be issued automatically to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process and post the refund.

If more than 15 business days have passed since we approved your return and you have not received your refund, please check with your bank or card provider first, then contact us at hello@silahcards.com.