Sylvielle Returns & Refunds Policy

1. Scope and Applicability

This policy applies to all Sylvielle DIY Model Kits and Accessories purchased directly through our official website.

2. Return Period

Customers may request a return within 30 days from the date of delivery (the day the package is received). For customers in the EU/UK, under consumer protection laws, you have the right to withdraw from the purchase within 14 days of receiving your item, without giving any reason.

3. General Return Conditions

Returned items must meet the following conditions:

1. New and Unassembled: The product must remain unused and completely unassembled.

2. Original Packaging: All original packaging, protective materials, and manuals must be included.

3. Proof of Purchase: Please provide your order number or receipt.

4. Returns for Defective, Damaged, or Incorrect Items

If your item arrives defective, damaged, or incorrect, please contact us immediately with photos and your order number.

- Sylvielle will cover all return shipping costs.

- You may choose a free replacement or a full refund.

- A prepaid return label will be provided for your convenience.

5. Missing or Damaged Parts (DIY Kits)

If your kit is missing parts or has small damaged pieces, do not return the entire kit.

Please contact us within 7 days of delivery with your order number and clear photos of the affected parts. We will send replacement parts free of charge.

6. Return Shipping Responsibility

- Due to Seller Error (defective, damaged, wrong item): Sylvielle covers all return shipping costs.

- Due to Personal Reasons (change of mind, wrong order): Customer bears the return shipping costs.

Original shipping fees are non-refundable unless required by law (e.g., EU/UK withdrawal cases).

Please note: All returns must be sent to our address in China. 

7. Refund Process

1. Inspection: After receiving your return, we inspect the product’s condition.

2. Approval: If eligible, a refund is issued within 2–5 business days.

3. Method: Refunds are processed to your original payment method.

4. Timing: Your bank may take 3–7 business days to display the funds.

8. Non-Returnable Items

The following items are not eligible for return or refund:

- Used, assembled, or damaged products;

- DIY kits with opened internal packaging;

- Customized or personalized products (unless defective);

- Digital downloads and gift cards;

- Final-sale or clearance items.

9. Return Procedure

1. Contact us at support@sylvielle.com with your order number and reason for return.

2. Our team will confirm your eligibility and issue an RMA (Return Merchandise Authorization) number with the return address.

3. Ship your item using a trackable method, and clearly mark the RMA number outside the package.

4. We will notify you once your return is received and processed.

5. Ship the item back to the following return address:

Xiamen Wilderness Life Technology Co., Ltd.
Room 402, Area A4, No. 12 Wanghai Road, Phase II, Software Park, Torch High-Tech Zone, Xiamen

10. Contact Information

Email: support@sylvielle.com

Phone: +86 13350532505