RETURN, EXCHANGE AND CANCELLATION POLICY

 

We at Silverhills strive to delight each one of our valued customers with exceptional service.We have crafted our shoes for comfort ,style and our love for the environment.if you receive any ordered product from us that is not in a good condition ,is damaged or defective ,or if the product delivered is different from what you had purchased /ordered,we will accept returns with in 96 hours

Important Info:
Email support: Silverhills@gmail.com
Call | WhatsApp | SMS:
Return/ Exchange
E-Wallet

 

How can I return or exchange a product and in how much time?
You can initiate an exchange or return within 3 days of delivery in accordance to our returns and exchange policy. To initiate a return or exchange go to my orders.
How many times can I exchange a product?
You may exchange an item only once. Once an exchange has been processed, the item(s) cannot be returned or exchanged and the transaction will be considered final. If the product has been delivered wrongly by us, we will exchange it even if it exceeds the “one exchange only” policy.

Return/ Exchange Terms & Conditions
All returned items must be unused and returned with original packaging and tags in place. Items without tags and damaged original packaging will not be accepted and no refund will be processed for such cases. Silverhills reserves the right to do a thorough quality check of the product to ensure it is resalable before issuing a credit or exchanging the product. If we receive a returned item that doesn’t meet our above mentioned conditions, it will be returned to the customer at their expense and no amount will be reimbursed

Exchange process
• Once you have initiated an exchange, our customer care team will contact you for gathering any additional information.
• Our delivery boy will do the reverse pickup from the given address within 7 days of confirmation of exchange request.
• Once we receive the product, we will inspect it to ensure that there is no damage to the product or packaging; and that the product has been returned in unused condition.
• Once the product is inspected successfully, the expected/ exchanged product will be dispatched within 7-10 business days.
• The complete exchange process would take between 2-3 weeks.
• The exchange can only be processed once.
• Once an exchange request has been initiated, it cannot be converted to a refund/ return request. 

 

Return & Refund process
• Anything that has been bought on discount cannot be refunded.
• Once you have initiated a return request, our customer care team will contact you for gathering any additional information.
• Our delivery boy will do the reverse pickup from the given address within 2-3 days of confirmation of return request. Please ensure that there is someone home to handover the return. 3 attempts are generally made to pick up a return. It takes 4-7 business days for us to receive the product once it has been picked up from your premises.
• Once we receive the product, we will inspect it to ensure that there is no damage to the product or packaging and that the product has been returned in absolutely unused condition.
• Once the product is inspected and found to be in resalable condition, the refund will be processed within 7 business days.
• Refunds can only be processed to your bank account or an e-Wallet.

 

Which items cannot be returned or exchanged?
Anything that has been bought on discount cannot be refunded. They can only be exchanged.
Please note: the exchange is only valid for ONE (1) time i.e. all items can only be exchanged once.Custom or bespoke orders made on special demands or with special customizations cannot be returned or exchanged.
What to do in case I received defective or damaged products?
If you happen to receive defective or damaged product(s), notify us on Silverhills@gmail.com within 24 hours of receiving the goods along with the pictures. Any damages on arrival issue should be reported (via mail) within 48 hours / 2 days along with the pictures to investigate transit reasons with third party couriers. If no pictures of damage are shared with us over email/ whatsapp (num), we will not be able to initiate an investigation into defective delivery.

Customers are requested to make parcel opening video without pause and cut.

Who pays for the return shipping?
Return shipping is free to the customer.
Return Abuse Policy
Returning or exchanging for reasons other than manufacturing defect is a privilege offered to the customers. If any customer is found to be abusing this privilege, Silverhills holds the right to not accept any returns / exchanges from such customers.
Order Cancellations (When can I cancel my order?)
After receiving your order, our customer care team will contact you to confirm the order via email, phone, sms and whatsapp. If you do not respond to our order confirmation attempts, your order will be auto cancelled within 48 hours of order placement.
If you wish to cancel your order, please email us at Silverhills to accept any cancellation requests. You can MODIFY your order once at the time of confirmation call