Customer care
Refund Policy
This policy explains how returns, refunds, exchanges, and damaged items are handled for SylRab online orders.
Last updated: June 10, 2026
Statutory right of withdrawal
If you are a consumer in the EU or EEA and buy online, you usually have the right to withdraw from the purchase within 14 days after receiving the goods, without giving a reason. If one order is delivered in several shipments, the 14-day period normally starts when you receive the last item.
How to exercise withdrawal
To exercise the right of withdrawal, contact [email protected] before the withdrawal period expires and include your order number, email address, and a clear statement that you want to withdraw from the purchase. You may use any clear written statement, and you may also use the model withdrawal form below. Using the model form is not required.
Model withdrawal form
To: SylRab, [email protected]. I hereby give notice that I withdraw from my contract of sale for the following goods: [product name/order number]. Ordered on: [date]. Received on: [date]. Customer name: [name]. Customer address: [address]. Customer email: [email]. Date: [date]. The formal postal return address will be added when the company and return operation details are finalised.
Refund timing after withdrawal
When a statutory withdrawal is accepted, we will reimburse eligible payments received from you, including standard delivery costs where required by law, without undue delay and no later than 14 days after we are informed of your decision to withdraw. We may wait until we have received the goods back or you have provided evidence that you sent them back.
Return shipping costs
Unless the item is faulty, damaged, incorrect, or we agree otherwise, the customer is responsible for the direct cost of returning goods after withdrawal or a change-of-mind return. If return costs were not disclosed before purchase where disclosure is required, SylRab will handle those costs as required by applicable law.
30-day commercial return window
In addition to statutory rights, SylRab offers a 30-day commercial return window for eligible items from the date you receive your order. Items must be unused, undamaged, and returned in their original packaging with all tags, seals, and protective materials included. This commercial return window does not limit your statutory withdrawal rights.
How to request a return
Contact customer care before sending anything back. Include your order number, email address, the item you want to return, and whether your request is a statutory withdrawal, a commercial return, an exchange request, or a claim for a damaged, incorrect, or faulty item.
Return condition
Before returning goods, you may inspect them in a way similar to how you would inspect them in a physical shop. If goods have been handled beyond what is necessary to establish their nature, characteristics, and functioning, we may reduce the refund to reflect any loss in value where permitted by law.
Exceptions
Some items may be excluded from change-of-mind returns where allowed by law, including custom or personalised items, items made to your specifications, sealed goods that are not suitable for return for health or hygiene reasons once unsealed, and items clearly used beyond inspection. These exceptions do not remove your rights for faulty, damaged, or incorrectly supplied goods.
Damaged, faulty, or incorrect items
If your order arrives damaged, faulty, or incorrect, contact us as soon as possible with photos of the product and packaging. EU and EEA consumers may have a minimum two-year legal guarantee for goods that are faulty or not as described. Depending on the issue, we may offer repair, replacement, exchange, price reduction, refund, or another suitable resolution required by law.
Refund method
Approved refunds are issued to the original payment method unless another method is agreed. Your bank or payment provider may need additional processing time after the refund has been issued.
Exchanges
The fastest way to exchange an item is to return the original item and place a new order for the preferred product, subject to availability.