SILCO HAUS highly encourage you to shop mindfully and consider thoroughly before making your purchase. If orders aren't collected or need to be "returned to sender" due to insufficient or incorrect information, the responsibility to resolve this lies with the purchaser.
Please double check to ensure all details are entered correctly.
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A 7-day return policy
We have a 7-day return policy except for non-returnable items(i.e. furniture category), which means you have 7 days after receiving your item to request a return.
If you are not completely satisfied with your purchase, please contact us at info@silcohaus.com to return within 7 days of the delivery date. Customers will be responsible for shipping and handling charges to return items due to change of their mind. To be eligible for a return, all items being returned must be in unused condition and arrive to our fulfilment centre in the AU in undamaged condition.
*Please note that Silco Haus reserves the right to refuse returns or exchanges of items that are not in as-new condition due to damage or misuse by the customer. Please keep this in mind when repackaging any returns. Once inspected and approved, a refund will be processed automatically back to your original payment method. Please allow a few days for the refund to be reflected in your bank account.
Damages and issues
Please inspect your order upon reception and contact us immediately within 3 days if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Message us through the chat box on the bottom-right corner or contact us at info@silcohaus.com with the details below and we will proceed with next steps for your occasion.
Include these details in the email:
- Order #
- Photo or video of item
- Photo of your shipping label that you received
*Please be aware that scratches resulting from courier handling, particularly on steel furniture, may occasionally occur despite our best efforts and are beyond our control.
As such, we do not offer refunds or accept returns for items with minor scratches, as they do not affect the functionality of the item. For items made of wood and steel materials, we recommend using a wood stain pen or scratch remover for steel, as scratches may naturally occur over time.
Exchanges
We only replace items if they are defective or damaged. The fastest way for you to exchange with the new item you want to is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Order cancellation
All orders can be canceled within 12 hours and before we dispatch your items. If your order has been paid and you need to make a change or cancel an order, you must message us through the chat box on the bottom-right corner or contact us at info@silcohaus.com within 12 hours. Once the packaging and shipping process has started, the order can no longer be canceled or changed.