Returns & refunds

Start a return

Email support@silverlaneretail.com with your order number and the item you want to send back. We reply within 24 hours with a return address and the steps from there. Nothing goes back before you have heard from us.

Time limits

You can ask to return an order within 30 days of receiving it. Where distance-selling rules apply to your purchase you may also have a statutory right to cancel within 14 days of receipt; this policy does not take that away from you.

Condition of returned items

Send items back unused and in their original packaging where you can. For hygiene and safety reasons some goods — opened consumables, supplements, and anything with a seal — cannot be resold once opened. We handle those case by case rather than refusing them automatically, so tell us what happened and we will find a fair answer.

Who pays the postage

If the item is faulty, damaged, incorrect or was never delivered, we cover return postage and you do not pay anything. If you simply changed your mind, return postage is paid by you.

When your money comes back

We refund the price you paid and any standard delivery charge you paid. Refunds go back to the card or account you paid with, processed within 5 business days of the return arriving — the time your bank adds afterwards is out of our hands.

Faulty, damaged or wrong items

These are not returns, they are our mistake. Email a photo and we will replace the item or refund you in full, including delivery, whichever you prefer.

Your legal rights

Nothing here affects your statutory rights as a consumer, including rights that apply when an item is faulty or not as described. If something in this policy cannot be followed where you live, the law where you live applies instead.