At SilverStreamOfDreams, we strive to ensure that you are completely satisfied with your purchase. We understand that sometimes things don’t work out as planned, and we are here to help. Please read our Return and Exchange Policy carefully to understand the process and conditions for returning or exchanging your products.
1. General Return Policy
- Eligibility: Products must be returned within 30 days of the delivery date.
- Condition: Products must be in their original condition, unused, and undamaged. All original packaging and tags must be included.
- Return Shipping: You are responsible for the cost of return shipping unless the product is defective or the wrong item was shipped to you.
2. Exclusions
The following items are not eligible for return or exchange:
- Custom-made or personalized products.
- Products that have been assembled or modified.
- Clearance or final sale items.
- Products that have been used or show signs of wear and tear.
3. Return Process
To initiate a return, please follow these steps:
- Contact Us: Email us at [email protected] to request a return. Provide your order number, the reason for the return, and any relevant photos.
- Return Authorization: We will review your request and, if approved, issue a Return Authorization (RA) number and provide instructions on how to proceed.
- Pack and Ship: Carefully pack the product in its original packaging, including all accessories and documentation. Clearly label the package with the RA number.
- Shipping: Send the package to the address provided in the return instructions. Use a trackable shipping method to ensure the package can be traced.
- Confirmation: Once we receive and inspect the returned product, we will notify you via email. If the return is approved, we will process your refund or exchange.
4. Refunds
- Refund Method: Refunds will be issued to the original payment method used for the purchase.
- Processing Time: Refunds typically take 5-7 business days to be processed and reflected in your account, depending on your financial institution.
- Restocking Fee: A 10% restocking fee may apply to non-defective returns.
5. Exchanges
- Eligibility: Exchanges must be requested within 30 days of the delivery date.
- Process: To request an exchange, follow the same steps as the return process, but specify that you would like an exchange instead of a refund.
- Availability: Exchanges are subject to product availability. If the desired item is not available, we will provide you with a refund or store credit.
6. Defective or Damaged Items
If you receive a defective or damaged item, please contact us at [email protected] within 7 days of receipt. Provide detailed information about the defect or damage, along with photos if possible. We will work with you to resolve the issue, which may include a replacement, repair, or refund, at our discretion.
7. Wrong Item Shipped
If you receive the wrong item, please contact us at [email protected] within 7 days of receipt. We will provide you with a prepaid return shipping label and arrange for the correct item to be sent to you.
8. Cancellation
- Order Cancellation: If you need to cancel an order, please contact us as soon as possible. Orders can only be canceled if they have not yet been shipped.
- Custom Orders: Custom or personalized orders cannot be canceled once production has begun.
9. Contact Information
For any questions or assistance regarding returns and exchanges, please contact us at:
- Email: [email protected]