Refund policy

Items may be returned for a full refund or exchange within 14 days from the date an order was received, providing the item is in an unopened in it’s original packaging, unused resaleable condition. There is a maximum of 30 days from the date the parcel was received for customers to identify any faulty items and contact us.

Customers are required to contact our Customer service team by emailing sales@thesilvercleaningcompany.co.uk and a member on our team ill be able to provide a return authorisation number to send items back to us at their own cost via any courier.

We do not accept returns, for any item that has been opened. Items that have been opened can only be returned if faulty (we will require proof). All goods will be inspected upon on return.

Parcels must be sent back via post only- we do not accept returns in person to our distribution centre. All parcels returned in person not via the postal service can be rejected/returned to sender/not processed. We do not have any retail stores/outlets to purchase or return items to. All items returned must be in their original packaging.

Refunds made for returned/damaged/missing items can include the part of the original postage and packaging. If you return every item from your order within the set time you will be refunded your full P&P placed from the original order. If only some of the items are returned, then part of your P&P will be refunded.

Customers must keep safe a valid postage receipt including parcel weight for all return parcel enquiries. A valid postage receipt including tracking number must be provided in case of any parcels lost in transit. It is the responsibility of the sender to open a claim for any parcel’s lost in transit with the courier.

You may use the original packaging if you still have them. If not, please pack your items securely in any packaging material suitable. Parcel can be rejected if parcels are returned damaged due to unsecure packaging.

Full valid details along with refund/exchange instructions must be included within each returning package in order to be processed correctly. For example you must include a cover note stating your full name on your account, order number returned, the items from the given order that are being returned and your address for any exchanges to be sent. Alternatively, you can make a copy of your packing slip and highlight which items from this order you are returning and your request for a refund or exchange. Parcels can be held or rejected by the returns department and not processed if the received parcel cannot be identified by the details provided within the package. All returning requests for a refund/exchange will be processed upon the receipt of your returning parcel/packet from which our processing times of returning parcels are between 3- 5 working days.