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Refund & Returns Policy

Returns & Refund Policy

Our Returns policy lasts 30 days from the date of delivery , if this period has passed, unfortunately we cannot accept any returns. To be eligible for a refund, your item(s) must be unworn, unwashed, unused and hair-free and in the same condition and original packaging you received it. If you wish to return an item, please email us at advising us that you wish to return an item, stating your order number and the reason for your return.
Please be aware that you are responsible to cover all shipping charges unless the reason for return is due to a damaged/ faulty item. Original shipping costs cannot be returned. We are not able to guarantee that we will receive your returned item(s) and we do not accept any responsibility for lost items.

What if I don’t want the product anymore ( Your right to return )

You are entitled to return any purchase within 30 days of the product/s being delivered , if you are unsatisfied , have changed your mind or ordered the wrong item due to YOUR error .In order to obtain a purchase price refund, the product/s being returned must be
undamaged and unused, with the original labels and stickers still attached
In the original product packaging, which must be undamaged and in its original condition with all seals still intact.
All goods will be inspected before a decision is made.
Once your return is received and inspected, we will send you an email to notify you that your refund has been processed or rejected. If your return is approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 7-14 business days. If you have not received your refund within 14 business days of receiving your notification of refund, double check your bank account - please note that the amount refunded won't include your original shipping costs. If this is unsuccessful, please email us at or call 074725 7180 if you have any queries

What happens if my parcel is damaged upon delivery
If any product is damaged upon delivery Please let us know within 72 hours of delivery, which needs to include a description of the alleged defect

The product will need to be returned to us, You will be liable for all costs involved in returning the product to us, but will refund you the courier costs should we find that the returned item was indeed damaged (not due to your error).

Please do not open the product or remove from original packaging if it is being returned as this will void the arrangement and we cannot replace the product for you.

Something is wrong with my product ( Defective products )

If, within 6 months after delivery of a product to you:
You find that the product is defective/faulty, unsuitable for the purpose generally intended or not legal or reasonably durable . You will need to arrange to return such product to us for inspection. Once inspected and the product is found to be defective, you are entitled to either a refund Or have the product repaired or replaced** at Silva 5 Pets expense
** Availability of stock will have to be confirmed
Please note that faults resulting from normal wear and tear; damage arising from incorrect usage of the product , damaged caused by failure to take care of product will not be regarded as defects therefore you will not be eligible for a refund or replacement or repairs. You will be liable for all costs including delivery to and from Silva 5 Pets .
That is not what I ordered

We are human and do make mistakes so If the incorrect product is delivered to you by mistake , please let us know immediately Should you receive the incorrect product, please let us know within 72 hours of receiving your product. We will then arrange to have the correct item delivered and the wrong product collected. Please do not remove the product from its original packaging or use the product at all . If the product is used or removed from its original packaging ,we will not exchange the product .We will not charge you any delivery costs.

Sale items

Only full price items may be returned for a refund.
All SALE items cannot be returned, so please choose carefully.
Specific items on sale might have specific defects and the consumer will be aware of these defects and will agree to receive the goods in that condition.

You can contact us via email or call 074725 7180 if you have any queries regarding refunds and returns.