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Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@officialsilkybrush.com.au

If your return is accepted, we will send instructions on how and where to send your package. The buyer is completely responsible for return shipping costs and items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@officialsilkybrush.com.au


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.


RESTOCKING FEE
All returns are subject to a deduction based on the original shipping and handling charge incurred for the product. This deduction applies even if a free shipping offer was applied to the customer order.

 

WRONG ADDRESS
SilkyBrush is not responsible for items that could not be shipped to their destination because of an incorrect or an undeliverable address. Shipping fees for the replacement package will be applied.

It is the responsibility of the customer to review their shipping address and information and ensure its accuracy before completing the purchase. Refunds or exchanges will not be issued on the basis of an incorrect address.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

OUR 100% GUARANTEE

All products sold at the SilkyBrush are quality checked and tested before being sent to any customers. We guarantee the product quality of every product sold at the SilkyBrush Store and any product that does not meet this standard (broken or damaged during transit) are entitled to a brand new replacement product free of charge. However we can not guarantee our products will work equally on all pets due to the uniqueness of their coats. Therefore some customers may find the brush more or less effective than other customers or how the product is advertised on other pets. In this scenario the customer is not eligible for a refund.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@officialsilkybrush.com

Customer Priority

Our customer support centre is open from 9am-4pm (AEST) daily.

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