Refund & Return Policy for Sylvasopic – Premium Food Brand

Effective Date: January 6, 2025

At Sylvasopic, we are committed to ensuring that you are completely satisfied with your purchase of our premium food products. Our Refund & Return Policy outlines the procedures for returns, refunds, and exchanges. By shopping with us, you agree to the terms outlined in this policy. Please read it carefully to understand your rights and how we handle your requests.

1. Eligibility for Return or Refund

We want you to be fully satisfied with your purchase. However, there are certain conditions under which returns and refunds are accepted:

  • Incorrect or Damaged Products: If you receive a damaged, defective, or incorrect item, you are eligible for a return or refund. Please contact us within 7 days of receiving your order to report any issues. We will arrange for a return or refund upon verification.
  • Quality Issues: If you encounter any issues with the quality of the food products upon delivery (e.g., spoiled items), please contact us within 7 days of receiving the product for a return or refund.
  • Food Safety or Contamination: If you receive a product that appears to be contaminated or unsafe for consumption, please contact us immediately. We will provide a refund or replacement based on our review of the issue.

Note: Due to the nature of our products (food), we do not accept returns for items that are simply no longer wanted or needed, unless they fall under the categories listed above.

2. How to Request a Return or Refund

If you are eligible for a return or refund, please follow these simple steps:

  1. Contact Us: Reach out to our customer service team at info@sylvasopic.com or call us at (318) 723-5555. Provide your order number, details about the issue (e.g., damaged item, incorrect product), and any supporting documentation (e.g., photos of the damaged product).
  2. Approval and Instructions: Our team will review your request and determine the best course of action. If your return is approved, we will provide you with instructions for returning the product or details on how to receive a refund.
  3. Return Process: For eligible returns, you will be asked to send the product back in its original packaging, if possible. We will provide you with a prepaid return shipping label if the return is due to our error (e.g., damaged or incorrect product).
  4. Refund Process: Once we receive and inspect the returned product, we will process your refund. Refunds will be issued to the original payment method within 7-10 business days after the return is approved and completed.

3. Non-Returnable Items

For hygiene and safety reasons, the following items are non-returnable and non-refundable:

  • Opened or consumed food items.
  • Products that have passed their expiration or best-before date.
  • Special orders, custom or personalized items.
  • Items not purchased from Sylvasopic directly.

4. Refund Methods

Refunds will be issued to the original payment method used during the purchase. Please note that depending on your bank or payment provider, it may take up to 7-10 business days for the refund to reflect in your account.

5. Shipping and Handling Fees

  • Return Shipping Costs: If the return is due to a mistake on our part (e.g., damaged or incorrect product), Sylvasopic will cover the cost of return shipping. If the return is due to a change of mind or other non-defective reasons, you will be responsible for the return shipping costs.
  • Non-Refundable Shipping Charges: Shipping and handling charges are non-refundable unless the return is due to an error on our part.

6. Exchanges

We do not offer direct exchanges. If you would like to exchange an item for a different product, we recommend that you return the original product (under the conditions outlined above) and place a new order for the desired item.

7. Customer Support

If you have any questions or concerns regarding our Refund & Return Policy, or if you need assistance with a return or refund, our customer support team is here to help:

Our customer service team is available Monday to Friday, 9:00 AM to 5:00 PM (CST). We strive to resolve all inquiries as quickly as possible.

8. Changes to This Policy

Sylvasopic reserves the right to update or modify this Refund & Return Policy at any time. If we make changes, the updated policy will be posted on our website with a new effective date. We recommend checking this policy periodically to stay informed about our practices.

Thank you for choosing Sylvasopic! We value your business and aim to provide you with the best shopping experience possible. If you are ever dissatisfied with a purchase, please don’t hesitate to contact us, and we will do our best to resolve the issue promptly.

By following the terms of this Refund & Return Policy, you help us improve our service and ensure that we can continue to provide premium food products with excellent customer support.