T: +44 (0)330 024 1045

Returns Policy

Returns Policy

Unwanted/Cancelled Purchases - Please contact us before returning any item - +44 (0)330 024 1045

Must be reported within 14 days of receipt of the item

Must be received back to us within 28 days of receipt of the item

Must be complete in or with original packaging

Must be in a sellable condition

Must be notified prior to return

If you are returning a product which is unwanted or has arrived faulty, contact customer service for a returns form. Attach a copy of this form to the outside of the packaging and place your invoice or dispatch note inside so that we have your order details for refund or replacement.

As per our terms and conditions please return all unwanted items and cancelled orders at your own cost. We advise using a tracked service and all customers should obtain proof of postage. For help returning your items please contact us. 

All orders will be checked upon receipt. If there is a problem with your return, or you fail to acknowledge the above terms and conditions, a member of our customer service team will contact you. 


Returned Goods

Items excluding special or custom-made orders can only be returned for refund within 14 days of purchase and then only on the basis that the goods are in original stock order and unused. Orders returned due to customer fault will be subject to a refund at the discretion of Silvalea Ltd and even then a 20% restocking and administration fee will be charged for customers within the UK fiscal VAT regions. For customers outside of this region a 50% restocking and administration fee will be applicable. Special or custom made Items are non-returnable as they are purchased on a made-to-measure basis. Please see our returns page for purchases made online for further details.

If you receive a damaged or faulty itemif reported within 28 days, we will organise either a replacement or a refund. 

Contract cancellation under the Consumer Contracts Regulations 2013 & Sales of Good Act 1979:

Please note that you are allowed to cancel this contract if you so wish under the terms set out in the Consumer Contract Regulations (Fourteen days cancellation/cooling-off), provided that you exercise your right and notify us no later than 14 working days after the day on which you receive the order. PLEASE NOTE cooling off period does not apply to bespoke, tailored or altered items which have been manufactured to your request and/or specification.

We require that the products are returned to us by you, at your expense; unless the goods are damaged, faulty or delivered to you in error in which case please contact our customer service team either by email customerservices@silvalea.com or telephone +44 (0)330 024 1045. We will always endeavor to answer your enquiry within 24hrs.

If you wish to exercise your right to cancel this contract after your order has been dispatched, we will refund purchase price and delivery charge, provided that you have notified us in writing no longer than 14 working days after the day on which you receive the order. The products should be returned to us within 14 days of the contract being cancelled. PLEASE NOTE cooling off period does not apply to bespoke, tailored or altered items which have been manufactured to your request and/or specification.

You will bear the direct costs only of returning the products to us. You must take reasonable care of the products, not use them, ensure that we receive them and that they are not damaged in transit. If we do not receive the item back from you, we may arrange for collection of the item from your residence at your cost. If you fail to return the goods within 28 days then we may have a claim against you for a breach of your statutory duty.

Please note this returns policy refers to products which have been newly purchased but remain unused. If you have a product which has been used and you have encountered a problem and wish to make a WARRANTY CLAIM, please see the WARRANTY documentation which should be enclosed with your product if you do not have a WARRANTY CLAIM form with your product please contact customer services.

Making a Warranty Claim and Warranty Procedure for 'Safe Handling of Medical Devices'. 

Due to the nature of Silvalea products and their use in healthcare all returns which have been in use are governed by MHRA & Medical Devices Regulations 2002 and therefore WARRANTY procedure has to be strictly adhered to. Under the regulations it is illegal to send contaminated medical devices through the post and the duty of care falls on the person(s) and/or organisation returning the device. In order to be compliant and to reduce contamination risks if your product is over 30 days old (from receipt of item) we will assume that the item has been in use and therefore carries a contamination risk. Please refer to your WARRANTY CLAIM form for instructions. This does not effect your statutory rights as a consumer.


Please refer to our WARRANTY POLICY page for more detail.