Return & Exchange Policy

At Silberhaus, every piece of jewellery is carefully inspected before it is packed and shipped. Due to the nature of our products, we do not accept returns once an order has been delivered, except in the situations outlined below.

Returns

Returns will only be considered if:

• You receive a damaged product.
• You receive an incorrect product.
• The product has a genuine manufacturing defect.

To initiate a return request:

• Notify us within 48 hours of receiving your order.
• Share your order number along with clear photographs of the product.
• A complete unboxing video, recorded from the moment the sealed package is opened until the product is fully visible, is mandatory. Claims without an uninterrupted unboxing video may not be accepted.

All requests are subject to verification by our quality team.

Exchange Policy

If your return request is approved, Silberhaus will offer:

• A replacement of the same product, subject to availability; or
• An exchange for another product of equal or higher value (any price difference must be paid by the customer).

Exchange requests are processed only after the returned product passes our quality inspection.

Non-Returnable Items

Returns or exchanges will not be accepted for:

• Products that have been used, worn, altered, or damaged after delivery.
• Items without their original packaging, tags, or accessories.
• Products showing signs of scratches, misuse, or improper handling.
• Personalized, engraved, or customised jewellery.
• Products returned without prior approval from Silberhaus.

Refunds

As a general policy, Silberhaus does not offer refunds on delivered orders.

Refunds will only be processed if a replacement or exchange is not possible for an approved claim. Approved refunds will be credited to the original payment method within 5–7 business days after the returned product has been inspected and approved.

Contact Us

To request a return or exchange, please contact our customer support team with your order details within the specified timeframe. Our team will guide you through the verification and resolution process.