30-day money-back guarantee

The promise

Give the pen an honest month. Our guarantee runs for 30 days from delivery, long enough to use a full pen and see how your skin looks. If you’re not happy, email us inside that window and we’ll make it right under the terms below. They’re what let us offer a window this long.

How to make a claim

1. Email info@trysylvie.com within 30 days of delivery with your order number and the email address you ordered with.
2. We’ll reply, usually the same working day, with your next steps. If a return is needed, we’ll send you a return authorization and the address to send it to.
3. Once your return reaches us and has been checked, your refund goes back to the original payment method within 5–10 business days. Your bank may take a few more days to show it.

We don’t accept returns without a return authorization. A parcel that arrives without one can’t be matched to an order, so it can’t be refunded. Please always email us first.

Unopened pens

Pens that are unopened, unused and still in their original sealed packaging can be returned within 30 days of delivery for a full refund of the price you paid for them. Return postage is paid by you. Please use a tracked service, because we can only refund parcels that reach us.

Opened pens

Sylvie is a skincare product you apply to your face, so for hygiene reasons opened or used pens can’t be returned or refunded. If you’ve opened a pen and it isn’t working for you, email us anyway: we’ll go through how you’re using it, and if a pen turns out to be faulty we’ll replace it.

Ordering a bundle? Start with one pen. If it isn’t for you, the unopened pens from the same order can come back under the terms above.

Bundles and free pens

Buy 2, Get 1 Free and Buy 3, Get 3 Free are promotional prices for the whole bundle. If you return part of a bundle, each pen you keep is charged at the one-time single-pen price ($59) and that amount is taken off your refund. For example, if you open one pen from a Buy 2, Get 1 Free order that cost $86 and return the other two unopened, your refund is $86 minus $59, which is $27.

Subscriptions

You can skip, pause or cancel any time before a refill is processed, from your account or by emailing us, and you won’t be charged for it. A refill that has already been charged and shipped is treated like any other order: its unopened pens can be returned within 30 days of delivery. Cancelling stops future refills; it doesn’t refund refills that have already shipped.

What isn’t covered

• Claims made more than 30 days after the delivery date shown on your tracking.
• Opened or used pens, except faulty or damaged ones (see below).
• Products damaged by misuse, decanting, extreme heat or storage outside the conditions on the carton.
• Orders we can’t match to an order number and the email address used at checkout.
• Purchases from resellers or third-party marketplaces. Please claim with the seller.
• More than one claim per customer, household or delivery address.
• Returns sent without a return authorization, and untracked returns that don’t arrive.
• Return postage.

Damaged, faulty or wrong items

If your order arrives damaged, a pen doesn’t pump, or you received the wrong item, email a photo of the pen and the outer packaging to info@trysylvie.com within 7 days of delivery. We’ll replace it at our cost, and nothing needs to come back.

Cancelling or changing an order

Orders are picked quickly. Email info@trysylvie.com as soon as possible and we’ll amend or cancel it if it hasn’t shipped. Once it has shipped, the terms above apply.

Payment disputes

Please email us before opening a dispute or chargeback with your bank or card provider; we can almost always sort it out faster. If a dispute is opened, we’ll give the payment provider your order details, delivery tracking and our emails with you, and we can’t also refund the order under this policy while the dispute is open.

A note on results

Sylvie is a cosmetic serum, not a medical treatment. Skin is individual and results vary, so nothing on this site is a promise of a specific outcome.

None of this affects your statutory rights, including any legal right of withdrawal that applies where you live.

We may update these terms. The version published when you placed your order is the one that applies to it.