Return and Refund Policy

Effective Date: September 3, 2026

Last Updated: September 3, 2026

The Silvarovelle Return Pathway

This policy explains how Silvarovelle handles returns, exchanges, and refunds for dresses delivered within Hong Kong.

This policy does not remove any customer right that cannot lawfully be excluded under Hong Kong law. Where a mandatory legal right provides a different outcome, that right prevails.

Stage One: Confirming Eligibility

The return period begins on the recorded delivery date and remains open for 30 calendar days. Silvarovelle accepts a return when:

• The dress was damaged when delivered.
• The dress delivered was different from the item ordered.
• The request reaches Silvarovelle within 30 calendar days.
• The customer supplies the order reference and reasonable information about the issue.

Returns are not accepted solely because the customer changes their mind, no longer wants the dress, dislikes the style, or selected an unsuitable size.

Nothing in this section restricts rights applying when goods do not conform to mandatory requirements under the Sale of Goods Ordinance (Cap. 26) or other applicable Hong Kong legislation.

Stage Two: Starting a Request

Email outfits@silvarovelle.com before the 30-day period ends. Include:

• The order reference.
• The customer’s name, telephone number, and delivery address.
• A clear explanation of the damage or incorrect item.
• Photographs showing the issue, packaging, and product label where reasonably available.
• A suitable collection contact and available collection times.

Silvarovelle may ask reasonable follow-up questions when information is incomplete. A request is not rejected merely because an image cannot reasonably be supplied, but the customer must provide enough information for the issue to be assessed.

Customers should not send a parcel independently unless Silvarovelle gives written instructions.

Stage Three: Free Doorstep Collection

When the request falls within the stated eligibility rules, Silvarovelle arranges collection from the original Hong Kong delivery address without charge. No restocking fee or return collection fee applies.

The dress should be placed in suitable packaging and returned with included accessories, labels, or components where available. Customers must not alter, wash, intentionally damage, or continue using the dress after discovering the reported issue. Reasonable handling needed to identify a delivery problem will not by itself make the request ineligible.

The customer should ensure that a person is present at the agreed collection time and that the courier can access the address. Repeated missed collections may delay assessment and resolution.

Stage Four: Forty-Eight-Hour Assessment

The 48-hour assessment period begins when the returned dress reaches the Silvarovelle return facility. The review compares the item with its original order record, supplied information, photographs, and reported delivery condition.

Silvarovelle will determine whether the dress was damaged upon delivery or whether the wrong item was supplied. Normal variation in fabric texture, minor color differences caused by lighting or displays, damage arising after delivery, alteration, washing, or continued use will not qualify under this store policy unless mandatory law requires otherwise.

If further information is reasonably needed, Silvarovelle will contact the customer. The assessment outcome will be communicated using the email address or telephone number associated with the order.

Stage Five: Exchange Comes First

When the assessment supports the return request, Silvarovelle will arrange an exchange for the correct or undamaged dress if that item is available. The exchange is delivered within Hong Kong without an additional delivery charge.

If the relevant replacement is unavailable, Silvarovelle will provide a refund. Customers cannot require a refund instead of an available exchange under this store policy unless a different outcome is required by applicable law.

Stage Six: Refund by Bank Transfer

Refund processing begins after the 48-hour assessment when an exchange cannot be supplied. Silvarovelle sends the refund by bank transfer because original orders are paid through cash on delivery.

After confirming that a refund is payable, Silvarovelle will request the account name, bank name, account number, and other information reasonably needed to complete the transfer. Customers must send accurate bank details to outfits@silvarovelle.com and include their order reference. Bank information should be provided only after Silvarovelle confirms refund eligibility and requests the required details.

After Silvarovelle initiates the transfer, funds may take up to 5 business days to appear in the customer’s account. Timing depends on the banking provider and is outside the direct control of Silvarovelle. Customers should contact outfits@silvarovelle.com if the amount has not appeared after that period.

Stage Seven: Legal Framework and Questions

This policy is interpreted consistently with the Sale of Goods Ordinance (Cap. 26), Trade Descriptions Ordinance (Cap. 362), Control of Exemption Clauses Ordinance (Cap. 71), Unconscionable Contracts Ordinance (Cap. 458), Electronic Transactions Ordinance (Cap. 553), and Personal Data (Privacy) Ordinance (Cap. 486).

No clause excludes liability or customer rights where exclusion is prohibited. If part of this policy conflicts with a mandatory legal requirement, that requirement prevails and the remaining provisions continue where legally possible.

Questions, return requests, and refund inquiries should be sent to outfits@silvarovelle.com. Include the order reference so Silvarovelle can locate the transaction and respond within a reasonable period. This policy and related disputes are governed by Hong Kong law, subject to any mandatory consumer procedure or forum.