Cancellation, Claims, Returns and Refund Policy

Effective Date: 31 August 2026

 

No voluntary returns or exchanges; mandatory remedies preserved

SILVME does not offer voluntary change-of-mind returns or exchanges. This does not affect remedies for goods that are defective, damaged, unsafe, incorrect, counterfeit/spurious, short-delivered, materially misdescribed, lost or otherwise protected by law.

1.  Cancellation before and after dispatch

You may cancel any time before physical handover to the courier and receive a full refund with no cancellation fee. Email help@silvme.com from the order email and include the order number. A shipping label alone is not dispatch.

After dispatch, a request based only on preference, size choice, colour choice, price change or changed mind is not accepted as a voluntary return or exchange. If the customer refuses or causes return of a conforming parcel, the cost treatment in the Shipping Policy applies after return and inspection.

SILVME may cancel before dispatch for genuine unavailability, obvious material listing error, failed payment verification, reasonably suspected fraud, an undeliverable location, safety concern or legal restriction. SILVME gives prompt notice and a full refund with no customer fee.

2.  Claims that remain eligible

-    A product that is defective in material or workmanship, unsafe, counterfeit/spurious or not of the purity, composition, size, model, quantity or other material description promised.

-    A product or parcel that arrives damaged, tampered with, wrong, incomplete, missing, lost in transit or not proven delivered.

-    A product that breaches a mandatory consumer guarantee, express representation, recall, warranty or other applicable obligation.

Sale, clearance, coupon, final-sale wording, opened packaging, removed tag, warranty expiry or missing voluntary registration does not defeat a statutory claim. A claim is assessed according to the problem, expected durability, use, care, evidence and applicable law.

3.  Reporting and evidence

Email help@silvme.com as soon as reasonably possible. WhatsApp may be used for assistance, but the complete claim, requested outcome and evidence must be sent by email so there is a reliable written record.

For visible transit damage, a wrong product or missing contents, report preferably within 48 hours after delivery. This is an evidence-preservation target, not an automatic expiry of a non-excludable right.

For those delivery claims, submit where reasonably available: the order number; a continuous, clear and unedited unboxing video beginning before the package is opened; views of the shipping label and all sealed sides; external and internal packaging; all products and accessories; clear photographs; and a written explanation.

SILVME may require the unboxing video and photographs for its ordinary administrative claim process, but will not automatically reject a mandatory statutory claim solely because a video is missing, interrupted or unavailable. SILVME will assess alternative reasonable evidence, including parcel weight, packing records, carrier evidence, photographs, witnesses and product inspection.

Proof of purchase may include a SILVME invoice, order confirmation, payment record, customer-account history or other reasonable transaction evidence. Never send a PIN, OTP, password or complete card number.

 

4.  Authorisation and return logistics

1.  SILVME acknowledges the claim, may request only reasonably necessary information and issues a return authorisation where physical inspection is needed.

2.  Do not send goods without approval. The authorised address is SILVME Returns, House No. 135, Sector 9/A, Saket Nagar, Bhopal, Madhya Pradesh - 462024, India; it is not the principal business address.

3.  SILVME arranges reverse pickup where an authorised provider offers it. Otherwise, the customer uses the approved trackable service and keeps the postage receipt and tracking.

4.  After the claim is verified, SILVME reimburses reasonable authorised return costs. SILVME may set a reasonable service or reimbursement cap in writing before shipment, but not below an amount reasonably needed to return the product.

Pack the product securely with the return reference and supplied components. Do not include unrelated valuables or sensitive payment information. An unauthorised parcel may take longer to identify but is not automatically forfeited.

5.  Inspection and decision

SILVME aims to inspect the returned product within 2 business days after receipt. Inspection may document identity, condition, weight, components, hallmark/stamp, tampering and the relationship between the reported issue and use or handling.

If a manufacturing or statutory defect is confirmed, SILVME provides the applicable remedy and bears reasonable remedy costs. If inspection finds no defect, or finds that the problem was caused by customer misuse, accident, prohibited alteration or inadequate return packaging, SILVME gives a written result and evidence summary.

Only after giving that written result may SILVME ask the customer to pay reasonable, previously disclosed inspection and return-delivery costs. Charges must reflect actual or reasonable cost, not punish a complaint. No fee or cost may restrict a valid statutory remedy.

6.  Remedy sequence

For a minor or repairable manufacturing defect, SILVME first offers a free repair. If it cannot be completed within a reasonable time, SILVME provides an identical replacement. If replacement is unavailable, SILVME refunds to the original payment method.

If an identical replacement is unavailable, SILVME may offer an equivalent product only with the customer's written consent; otherwise it refunds. If mandatory law classifies the failure as major/substantial or gives the customer a remedy choice, that legal choice overrides the sequence above.

For a confirmed lost parcel before delivery, the customer chooses an identical replacement or full refund; if replacement is unavailable, refund. For an incorrect item, the customer may choose an identical correct replacement or full refund, subject to any broader mandatory right.

Nothing requires store credit where money is legally due. Compensation for reasonably foreseeable loss and other remedies remain available where law provides them.

7.  Refund method and timing

After cancellation approval or an approved return, SILVME initiates the refund within 2 business days. For returned goods this follows the 2-business-day inspection target. The payment provider or bank may take additional time to post the credit.

The refund goes to the original payment method. Store credit is issued only if the customer separately and voluntarily chooses it after eligibility and amount are confirmed. SILVME provides the available refund reference.

A statutory refund includes amounts required by law. Shipping is not deducted for a defect, damage, wrong item, loss, seller/carrier failure or other valid statutory reason. For an unsupported post-dispatch refusal, only the actual documented costs permitted by this policy and law are deducted.