Refund policy

Our 30-day guarantee

We want you to give Sylvie a fair try. If you're not happy, contact us within 30 days of the delivery date shown on your tracking and we'll work with you to put it right under the terms below.

How to make a claim

1. Email info@trysylvie.com within 30 days of delivery with your order number, the email address used at checkout and the reason for your request. Photos help us resolve things faster.
2. We aim to reply within one working day. If a return is needed, we'll send you a return authorization and the return address.
3. Please don't send anything back until we've confirmed your return. Items sent without a return authorization may not be accepted or refunded.

What can be refunded

Unopened pens: pens that are unopened, unused, sealed and in their original packaging can be returned within 30 days of delivery for a refund of the price paid for those pens.

Opened or used pens: Sylvie is applied to the skin, so for hygiene reasons we can't accept opened or used pens back and they aren't eligible for a refund. If something isn't right with an opened pen, please still contact us. We'll go through how you're using it and, if we confirm the pen is faulty, replace it.

Bundles: Buy 2, Get 1 Free and Buy 3, Get 3 Free are discounted prices for the whole bundle. If you return part of a bundle, each pen you keep is charged at the one-time price of $59 and that amount is deducted from your refund. For example, if you keep one pen from a $86 Buy 2, Get 1 Free order and return the other two unopened, your refund is $27.

Subscriptions: a refill that has been charged and shipped is treated like any other order under this policy. Our Cancellation policy explains how to skip or cancel future refills.

What isn't refunded

- Original shipping charges, unless the item arrived faulty, damaged or incorrect.
- Return shipping costs. We recommend a tracked service, as we can't refund returns that don't reach us.
- Opened or used pens, except faulty items we've confirmed.
- Items returned more than 30 days after delivery, without a return authorization, or not in their original condition.
- Purchases made anywhere other than trysylvie.com.

Inspection and refunds

When your return arrives, we'll inspect it and email you to confirm whether the refund is approved. Items that arrive opened, used, damaged or incomplete may receive a partial refund or no refund. Approved refunds go back to the original payment method and usually appear within 5 to 10 business days of approval, although your bank or card provider may take longer.

Faulty, damaged or incorrect items

If a pen arrives damaged, doesn't dispense, or you receive the wrong item, email us within 7 days of delivery with your order number and clear photos or a short video showing the problem and the outer packaging. Once we've confirmed the issue, we'll send a replacement or refund the affected item, at our discretion. We may ask for the item to be returned first.

Limits

Each customer can make one guarantee claim. This limit also applies per household, delivery address and payment method. We may decline a refund or replacement, or refuse future orders, where we reasonably believe this policy is being misused, for example through repeated claims, multiple accounts or claims that don't match our records.

Changing or cancelling an order

Orders are usually processed quickly. If you need to change or cancel an order, email us as soon as possible. We'll try to help if it hasn't been processed for dispatch, but once an order is with our fulfillment partner we may not be able to change it, and the terms above apply.

Refused or undeliverable parcels

If a parcel is refused, not collected, or returned to us because of an incorrect or incomplete address, we can reship it once you confirm the correct details, and a reshipping charge may apply. If you'd prefer a refund, it will exclude the original shipping cost and any cost of the parcel being returned to us.

Late or missing refunds

If a refund has been approved and you haven't seen it after 10 business days, please check with your bank or card provider first, as processing times vary. If it still hasn't appeared, email us and we'll look into it.

Payment disputes and chargebacks

Please contact us before opening a dispute with your bank or card provider, as most issues can be resolved faster directly. If a dispute is opened, we'll share your order details, delivery tracking and our correspondence with your payment provider, and we can't process a refund for that order while the dispute is open. If an order is refunded twice, we may recover the duplicate amount.

Your legal rights

Nothing in this policy limits any rights you have under the law where you live that can't be excluded.

Changes to this policy

We may update this policy at any time. The version published when you placed your order applies to that order.