Return policy
Your satisfaction is our top priority at Ningbo Silva Industrial Co., Ltd. ("We", "Us", "Our"). We stand behind the quality of our products and want to make returns, exchanges, and refunds as straightforward as possible. This policy explains what can be returned, how to start a return, who is responsible for return shipping, and when you can expect your refund.
Return Window
We recommend inspecting your order promptly upon receipt so that any issues can be identified and a return initiated within this timeframe.
Return Eligibility & Requirements
Item Condition
Items must be new, unused, and unopened, with no signs of wear, installation, or alteration. We inspect all returned items to confirm they meet this standard before a refund is approved.
Packaging & Documentation
All original packaging, tags, labels, manuals, warranty cards, and accessories must be included. Items returned without original packaging may be refused or subject to a reduced refund.
Resellable Condition
Items must be free of damage, wear, odors, or stains so that they can be resold. Items that do not meet this standard may not be eligible for a full refund.
Non-Returnable Items
- Personalized or Custom Products — made specifically to your order and cannot be resold.
- Used or Altered Items — any item showing signs of use, installation, or assembly.
- Custom or Made-to-Order Products— personalized or specially manufactured products cannot be returned unless defective.
- Final Sale & Clearance Items — sold as-is and not eligible for return unless defective.
Return Shipping & Fees
Who Pays Return Shipping
If the item is defective, damaged in transit, or was shipped in error, we will provide appropriate return shipping instructions or cover reasonable return shipping costs. For all other returns (e.g. change of mind, incorrect size), the customer is responsible for the cost of return shipping.
Restocking & Handling Fees
We do not charge a restocking fee for eligible returns made within the 30-day window and in resellable condition. If an item is returned incomplete, damaged, or missing original packaging, we reserve the right to deduct a reasonable amount from your refund to reflect the reduced resale value.
Refund Processing & Timeframe
Once your returned item arrives at our facility, we typically complete inspection within 3–5 business days and will email you to confirm whether your refund has been approved. Approved refunds are issued to your original payment method; we do not issue store credit unless you request it.
Refund Amount
Approved refunds cover the eligible product purchase price. Original shipping fees, customs duties, taxes, and international return shipping costs are non-refundable unless the return is caused by an error on our part or a defective product.
| PayPal | Refund is issued within 2 business days of approval and typically appears in your PayPal account within 3–5 business days. |
| Credit / Debit Card | Refund is issued within 2 business days of approval; your bank or card issuer may take 7–14 business days to post it to your statement. |
Total time from us receiving your return to the refund appearing in your account is typically 7–19 business days, depending on your payment method and bank processing times, which are outside of our control.
Exchanges
If you need a different size, color, or product variation, please contact us before returning your item. Exchanges are subject to product availability.
How to Start a Return
1. Request a Return Authorization
Email our customer service team at support@silvafloor.com with your order number, the item(s) you wish to return, and the reason for return. Photos are helpful if the item is damaged or defective.
2. Receive Return Instructions
We will provide return instructions and confirmation before you ship the item back. This number must be visible on or inside your return package — returns sent without it may be delayed or refused.
3. Package & Ship Your Return
Repack the item in its original packaging with all accessories and documentation, and include the RA number. Use the original packaging where possible to prevent damage in transit.