Palautuskäytäntö

Last updated: 10 February 2026

This Return & Refund Policy explains how returns, withdrawals, refunds, and issues are handled for purchases made from Siluante. This policy does not affect your statutory consumer rights.

1) Pre-owned items (final sale)

Siluante sells pre-owned eyewear and accessories. Items marked as Pre-owned, Preloved, or Defect are sold on a final sale basis and are not eligible for voluntary returns, refunds, or exchanges for change of mind, subject only to mandatory consumer protection laws.

Each product listing states the item’s condition and any visible wear (where known). Please review photos and product details carefully before purchasing.

Minor signs of wear, small scratches, or natural aging consistent with the stated condition do not constitute a defect.

EU/EEA consumers: Where mandatory consumer law applies (including the statutory right of withdrawal for distance purchases), those legal rights apply regardless of any “final sale” wording.

2) EU/EEA right of withdrawal (distance purchases)

If you are an EU/EEA consumer, you have a statutory right to withdraw from an online purchase within 14 days from the day you (or a person you nominate) receive the goods, without giving any reason.

How to withdraw

Email us at info@siluante.com within 14 days of delivery with your order number and a clear statement that you wish to withdraw.

Return deadline

After notifying us, you must send the goods back without undue delay and no later than 14 days after your withdrawal notice.

Return address & instructions (contact us first)

Before returning any item, you must contact us at info@siluante.com with your order number. We will then provide return authorization (if applicable), step-by-step instructions, and the correct return address.

Returns are processed within the European Union. Once your return request is approved, we will provide a return address located within the EU.

Siluante handles all customer service and return processing directly. We remain your contractual seller.

Please do not send returns without contacting us first.

Return costs

Unless stated otherwise, you are responsible for the direct cost of returning the goods.

Handling & diminished value

You may handle the goods only to the extent necessary to establish their nature, characteristics, and functioning (as in a physical store). If the goods are used or handled beyond this, we may reduce the refund to reflect diminished value.

Refund timing

If you withdraw, we reimburse payments received without undue delay and no later than 14 days from the day we are informed of your decision. We may withhold reimbursement until we have received the goods back or you provide evidence of having sent them.

Outbound shipping (EU/EEA withdrawals)

Where applicable, refunds include the cost of standard outbound delivery, but not any additional cost for express or upgraded shipping.

3) Damaged, defective, or incorrect items

If you receive an item that is damaged in transit, incorrect, or materially not as described, please contact us as soon as possible at info@siluante.com and include your order number and clear photos (video if helpful).

If the issue is confirmed, we will arrange the appropriate solution (refund, replacement when available, or return instructions).

Claims are not accepted when the issue results from customer misuse, normal wear consistent with the stated condition, or damage occurring after delivery. This does not affect your statutory consumer rights.

4) Returns for items explicitly marked as “New” (if offered)

If Siluante offers items explicitly marked as New, you may request a return within 14 days of delivery. Once approved (or once withdrawal has been notified where applicable), the item must be returned within the following 14 days.

Return conditions (New items only)

  • Unused and unworn
  • In original condition with all tags and packaging included (when applicable)
  • Proof of purchase required

Excluded (New items only)

  • Final sale items
  • Gift cards
  • Hygiene-related items where a legal exception applies

5) Return shipping & customs

For approved returns or withdrawals, return shipping is paid by the customer unless we state otherwise.

We do not accept:

  • cash-on-delivery returns
  • refused shipments
  • uncollected shipments

We recommend using tracked and insured shipping. Any customs duties, taxes, or import charges related to a return are the customer’s responsibility where applicable.

6) Refunds & payment disputes

After we receive and inspect the returned item, we will confirm the outcome by email. Approved refunds are issued to the original payment method.

Please note that your bank or card provider may take additional time to process and display the refund.

Initiating a chargeback or payment dispute does not replace the return or withdrawal process described in this policy.

7) Missing packages

If a package appears missing, please contact us as soon as possible so we can investigate with the carrier. We recommend reporting issues promptly (ideally within 14 days of shipment date) to assist the investigation.

This does not limit your statutory consumer rights.

8) Warranty (watches only, if applicable)

If we offer watches, a one-year warranty may apply to the internal mechanism only.

The warranty does not cover:

  • water damage
  • misuse
  • accidents
  • improper care

All warranty claims are subject to inspection.

9) Data protection

Personal data provided in connection with returns or refunds is processed in accordance with our Privacy Policy.

10) Contact

Trading name: Siluante (operated by LabMount Trading, Finland)
Business ID: 3571385-2 (Registered in Finland)
Registered address: Ahjokatu 14-16 A 20, 40320 Jyvaskyla, Finland

Email: info@siluante.com