Refund policy

Silentias LLC

Refund Policy

Effective date: September 09, 2026

Crafted with care. If anything is not right, our team will make it right.

One

What this policy covers

This policy applies only to products purchased directly at silentias.com.

Products purchased through TikTok Shop or any other marketplace, retailer, or third-party seller are governed by the return and refund policy of the platform or seller where the purchase was made. Please contact that seller directly.

Nothing in this policy limits consumer rights that cannot lawfully be excluded.

Two

Sealed and unopened products

Sealed and unopened products may be returned within fourteen days of delivery for a full refund of the purchase price. Return shipping is the customer's responsibility.

Products must be returned in their original packaging and in resalable condition. Requests made after fourteen days cannot be accepted unless applicable law requires otherwise.

Three

Opened products

For health and hygiene reasons, opened or used sleep strips are final sale and cannot be returned.

This does not apply to products that arrive damaged, defective, incomplete, or incorrect. Those are covered in Section Five.

Four

Subscription orders

A subscription may be paused, skipped, edited, or canceled at any time through your account, before the next order is processed.

Canceling a subscription stops future orders. It does not cancel or refund an order that has already been processed or shipped. That order is handled under this policy like any other.

Requesting a refund does not automatically cancel an active subscription. If you would like both, please say so when you write to us.

Renewal orders are covered by the same terms as any other order.

Five

Damaged, defective, incorrect or missing

If your order arrives damaged, defective, empty, incomplete, or different from what you ordered, write to support@silentias.com within seventy-two hours of delivery.

Please include your order number, a short description, and a photograph of the product and its packaging. We may ask for a photograph of the shipping label.

We will replace the item at no cost, and we do not require a return. Depending on the circumstances we may instead offer a full or partial refund, or another remedy required by law. Where a return is necessary because of our error or a verified defect, we cover the return shipping.

Six

Order changes and cancellations

You may request a change or cancellation before your order enters processing. We will make reasonable efforts to accommodate it, but once an order has entered processing or shipped we may be unable to change it. In that case, the order may be returned after delivery under this policy.

Canceling an order does not cancel an associated subscription unless you ask for that as well.

Seven

How to start a return

All returns must be authorized by us before anything is sent back. Write to support@silentias.com within the return window and include your order number, the email address on the order, and which products you would like to return.

If your return is approved, we will send you instructions and the correct return address. Please send authorized returns within fourteen days of receiving those instructions.

Please do not send anything to the sender address printed on your package unless we specifically ask you to. Returns sent without authorization may be refused or delayed, because we cannot identify the order or verify eligibility.

Eight

Return shipping

Return shipping is the customer's responsibility, except where the return is caused by our error, the product is verified as damaged or defective, you received the wrong item, or applicable law requires us to cover it.

We recommend a trackable service, and that you keep the receipt until the return is complete. We cannot be responsible for return packages lost in transit or that cannot be verified as delivered.

Original shipping charges are not refundable unless required by law.

Nine

How refunds are issued

Approved refunds are issued to the original payment method. We cannot redirect a refund to a different card, account, or person.

If the original card has expired or been replaced, your card issuer will generally route the refund to the replacement card or account. Your bank can help you locate it.

Refunds are generally submitted within five to ten business days after a returned product is received and inspected, or after a refund without return is approved. Once submitted, the time it takes to appear depends on your bank.

A refund will never exceed the amount actually paid. Discounts, promotional pricing, and bundle pricing are reflected in the calculation.

Ten

Bundles, gifts and promotional items

Products sold as part of a bundle or promotional offer may be subject to an offer-specific refund calculation. To receive a full refund on a bundle, all eligible products from that offer may need to be returned together.

Gifts and complimentary items included as part of a qualifying purchase have no separate cash value and may need to be returned when a refund is requested for the purchase that earned them.

If part of an offer is kept, we may recalculate the refund based on what was retained.

Eleven

Exchanges

Exchanges depend on availability. Where a direct exchange is not possible, we may issue a refund or ask you to place a new order. A replacement does not restart any return window unless we say so.

Twelve

Refused or undeliverable orders

Refusing delivery is not a substitute for requesting a return. Orders returned to us because of an incorrect address, a refused delivery, a failed delivery, or an uncollected package may be refunded once we receive them.

Where permitted by law, actual outbound shipping and carrier return fees may be deducted from that refund, unless the shipment was returned because of our error.

Thirteen

Chargebacks and payment disputes

If something is wrong, please write to support@silentias.com before opening a dispute with your bank. Most things are resolved quickly and directly.

Once a chargeback is formally opened, your bank may take control of the disputed funds, and we may be unable to issue a separate refund while the dispute is active. A customer cannot receive both a refund from us and a payment reversal for the same amount. If a chargeback is opened after a refund has already been issued, we will provide evidence of that refund to the bank.

Nothing here prevents you from contacting your bank or exercising any right available to you under law.

Fourteen

Fraud and abuse

We may limit or decline a return or refund where there is reasonable evidence of fraud, resale or commercial activity, duplicate identities or claims, repeated claims from the same customer or household, excessive return activity, intentional damage or misuse, false claims about delivery or product condition, or attempts to receive more than one refund or reversal for the same purchase.

We may ask for information reasonably necessary to verify an order, a claim, or the condition of a product. This section does not limit any consumer right that cannot lawfully be excluded.

Fifteen

What is not eligible

Requests made outside the applicable return window;
Opened or used sleep strips, except where damaged, defective, or incorrect;
Products that have been altered, contaminated, intentionally damaged, or misused;
Products purchased through a marketplace or third-party seller;
Wholesale, resale, or commercial purchases;
Separate cash refunds for gifts or complimentary items;
Fraudulent, duplicate, or misleading claims;
Requests for more than the amount actually paid.

This section does not exclude any remedy required by law for products that are damaged, defective, unsafe, incorrect, misdescribed, or undelivered.

Sixteen

Your rights under law

This policy gives you contractual rights in addition to the rights you already have under consumer protection law. Nothing here excludes, restricts, or modifies any right or remedy that cannot lawfully be excluded. Where the law of your place of residence gives you more favorable rights, that law applies.

We may update this policy from time to time. The version in effect when you placed your order will generally apply to that order, unless a later version is more favorable to you.

Seventeen

Contact

For anything to do with returns, refunds, subscriptions, or a product that arrived wrong, write to support@silentias.com with your order number.

If anything is not right, our team will make it right.