Refund policy

Sylon — Returns & Refunds Policy

Last updated: 12 September 2025
Single contact: support@sylon.fr

This policy applies to all purchases (including pre-orders). It does not remove or reduce any mandatory consumer rights that apply in your country or state. Where local law offers you more favorable protection, that law prevails.

1) How to request a return or exchange (required process)

Before you ship anything back, email support@sylon.fr.
Your email should include:

  • Subject: your order number (required)

  • Message: clear reason (change of mind, suspected defect, wrong item, damaged parcel, etc.)

  • Attachments: invoice or proof of purchase and clear photos/videos of the product, packaging, and any alleged defect

We’ll reply with return instructions (address/RMA). Unauthorized returns may be refused or delayed.
If you purchased from a reseller/retailer, please contact them first and follow their policy.

Return shipment requirement. Once authorized, you must ship the return with tracking and share the tracking number with Sylon. Untracked returns are at your risk and may delay or invalidate the refund where permitted by law.

2) Pre-orders — baseline rule

  • Payment & reservation: unless stated otherwise, your card is charged at checkout to reserve your unit.

  • No cancellation before delivery (commercial policy): paid pre-orders are not cancellable before delivery.

  • When can you return a pre-order? For pre-orders, change-of-mind returns (where available in your region) are handled after shipment and delivery of the goods, via the standard return process in this Policy.

  • Legal exceptions (delay/non-delivery): if a mandatory local law gives you a right to cancel due to a significant delay or failure to deliver by the agreed/announced date (or within a legally implied period, e.g., 30 days where applicable), Sylon will comply. In such cases you may wait for the new date or cancel for a refund of the product price.

  • Made-to-order / limited-run batches: many pre-orders are produced to order in limited quantities. Unless local law requires otherwise, return shipping costs and risks for such items are borne by you, and tracked return is mandatory.

Checkout consent (checkbox). At checkout you must tick a consent checkbox confirming that you have read and agree to Sylon’s Terms & Conditions and this Returns & Refunds Policy, including the estimated Drop timelines (e.g., 5–7 weeks production from the close date + 1–2 weeks shipping from dispatch). This consent does not waive any mandatory consumer rights.

Otherwise, any refund for a pre-order happens after delivery, via the return process below.

3) General return conditions (condition, timing, risks)

  • Condition required: return the item as sold, complete (accessories, protective films, manuals, and original packaging), clean, and undamaged.

  • User-caused damage: drops, shocks, cracks/chips, scratches, soiling, improper cleaning, abnormal wear, or any condition rendering the item not resaleable → not refundable (or partial refund with a fair deduction for loss of value).

  • Return costs & risk (made-to-order emphasis): unless a local law requires otherwise, you pay return shipping and remain responsible for the goods (loss, theft, breakage) until Sylon receives and inspects them. Because our products include glass and many pre-orders are made-to-order, you must use protective packaging, a tracked service, and preferably insurance.

  • Damaged on delivery: please notify us as soon as reasonably possible (ideally within 48 h) with photos/videos of the parcel, internal protection, and product. Keep all materials until the carrier investigation closes. This suggested timeframe does not limit your statutory rights.

  • Custom/personalized items (e.g., engraving, special manufacturing): not returnable for change of mind, except where a manufacturing defect is confirmed.

4) Manufacturing defects — investigation & resolution

If you suspect a manufacturing defect:

  1. Email us within a reasonable time after delivery with visual proof (photos/videos), invoice, and order number.

  2. We open an investigation (including with the factory).

  3. If a defect is confirmed, Sylon will repair, replace (see limited editions below), or refund in line with applicable law.

  4. If no defect is found or misuse is identified, the request may be declined or approved with a deduction reflecting the item’s condition.

5) Change-of-mind (cooling-off) — by region

EU/EEA & United Kingdom (distance sales)

  • Right to withdraw: 14 days from delivery, subject to legal exceptions.

  • Refund: product price and, where required by law, the standard outbound delivery cost. Express/priority upgrades are not refunded.

  • Return costs: borne by you (unless local law states otherwise).

  • Diminished value: Sylon may deduct an amount if the item was handled beyond what is necessary to establish its nature, characteristics, and functioning.

  • Timelines: you must send your withdrawal notice within 14 days of delivery and dispatch the return within 14 days after that notice. Sylon may withhold the refund until we receive the goods or proof of return shipment, as permitted by law.

  • Pre-orders reminder: for pre-orders, the withdrawal right (where applicable) is exercised after delivery; pre-shipment cancellations follow the legal delay rules in Section 2.

Rest of world (commercial policy)

  • We accept change-of-mind returns within 14 days of delivery.

  • Refund: product price only.

  • Not refunded: outbound shipping, return shipping, taxes/duties/clearance or brokerage fees charged by third parties.

6) What is and isn’t refunded

Refunded: eligible item price after we receive and inspect the return.
Not refunded (unless a local law requires otherwise):

  • Initial delivery charges (except where EU/UK law requires a refund of the standard delivery cost upon withdrawal)

  • Return shipping

  • Taxes, customs duties, brokerage/clearance and other third-party fees

Method & currency: refunds are sent to the original payment method, in the purchase currency. Bank/exchange fluctuations are outside our control.

7) Parcels not delivered / lost (before delivery)

If your parcel was not delivered or is lost before delivery, Sylon will open a carrier investigation.
After the investigation, Sylon will replace or refund the affected item.
If tracking shows “delivered” but you did not receive the parcel, we will assist in gathering proof of delivery / pickup point records / neighbor checks. Resolution (replacement/refund) depends on the investigation outcome and available evidence.

8) Limited editions

Limited editions are not exchangeable (quantities are genuinely limited).
If a manufacturing defect is confirmed and a like-for-like replacement is not available, we will offer:

  • Replacement with a non-limited but equivalent product (specs, quality, value) with a unique appearance, or

  • A refund, in accordance with applicable law.

9) Anti-fraud & fair-use safeguards (protecting customers and Sylon)

To keep things fair and secure, Sylon may apply the following measures:

  • Prior email authorization (Section 1) and RMA/address confirmation

  • Information matching: invoice, order number and, where applicable, tracking must correspond

  • Inbound inspection: product condition, packaging integrity, and content consistency

  • Substituted items: returns of a product different from the one shipped will be refused

  • Visual proof: we may request additional photos/videos (unboxing, edges, surface, protective elements)

  • Protective packing: you are responsible for packaging suitable for glass; breakage from inadequate packing may render the refund ineligible

  • Abuse & chargebacks: in cases of proven abuse (serial unwarranted returns, documentary fraud, improper chargebacks), Sylon may decline the return, contest chargebacks, and, where lawful, limit access to services

Nothing in this section limits your statutory rights.

10) Practical steps (summary)

  1. Email support@sylon.fr (Subject: order number) with your reason and required attachments.

  2. Wait for our instructions (return address/RMA, any checks).

  3. Pack carefully (it’s glass), ship with tracking (and ideally insurance), and share the tracking number.

  4. We inspect on receipt and decide: replacement, refund, refusal, or partial refund (deduction) based on condition and applicable law.

  5. We refund to the original payment method.

11) Consistency with other policies

This policy works alongside Sylon’s Terms of Service and Shipping Policy. In case of discrepancy, the most favorable mandatory consumer rule in your location prevails.

12) Statutory rights & regional warranties (informational)

Your legal rights remain intact. Examples (non-exhaustive):

  • EU/EEA: legal guarantee of conformity (typically 2 years) for consumers against lack of conformity.

  • UK: rights under the Consumer Rights Act (e.g., goods must be as described, of satisfactory quality, and fit for purpose).

  • Other regions: local consumer protection rules may apply.

If there is any conflict between this policy and a mandatory rule where you live, that rule governs.

13) Contact

support@sylon.fr
We’re here to help.