Refund policy
At Silent Echoes, each product is carefully inspected and packaged before shipping. Due to the nature of our product and our small batch operations, we offer limited exchange policy as outlined below.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We accept exchanges only for verified defects under the following conditions:
- The product has a manufacturing or material defects.
- The issue was present at the time of delivery.
- The request is submitted within 72 hours (3 days) of delivery.
- The product has not been used, altered or mishandled.
Natural variations in materials including differences in colour, grain textures, minor surface marks or tonal differences are not considered defects, particularly for the items made from natural material such as glass, stone, wood or natural composites.
How to Request an exchange
To request an exchange for defective items, customers must:
- Contact us within 72 hours of delivery.
- Provide clear photos or videos showing the defects.
- Include the order number and original purchase detail
- Send email at customerservice@silentechoes.ca
Requests submitted after the 72 hours window will not be accepted.
EXCHANGE RESOLUTION
Once the request is reviewed and approved, Silent Echoes may at its discretion can replace the defective items with the same product (subject to availability), or offer store credit equal to the product value or provide a refund if a replacement is not available.
Shipping fees are non -refundable , unless required by applicable law.
We do not accept returns or exchanges for the change of mind or personal preferences, aesthetic reasons including (colour, size or style expectations). Damages occuring after delivery. Improper use or failure to follow care instructions. Accidental breakage or normal wear and tear.
Unfortunately, we cannot accept returns on sale items or gift cards.
Returns are accepted for items in a new condition and in their original packaging. To ensure a smooth process, please include all the products in original condition. Returns are processed once the product is received and inspected at our facility.
Final Authority
Silent Echoes reserves the right to make the final determination on all defects related claim. Repeated or false claims may result in refusal of future services.
Contact Us
For defects related concerns, please contact us at:
[customerservice@silentechoes.ca]
We encourage customers to inspect items upon delivery and reach out promptly so concerns can be reviewed fairly.