CUSTOMER SERVICE
Returns
28 days to change your mind, and we cover the return postage.
Hygiene exclusions
In the interests of hygiene and for your own protection, we are unfortunately unable to accept returns of straws once they have been used. This does not affect your statutory rights, and it does not apply if the item is faulty.
General UK policy
If you wish to return your order, SiliHack offers a 28-day returns period from the date your parcel is delivered. Please write to team@silihack.com stating ‘return’ and your order number, and we will provide simple instructions and a Royal Mail postage label by email. Your order number can be found on the packing slip that was dispatched with your item.
Packaging and postage
The purchaser is responsible for securely packaging and returning the item, using the supplied postage label, which is pre-paid by us. Returning something therefore costs you nothing, and nothing is deducted from your refund.
Conditions of refund
To receive a full refund, all items must be returned to us unused and in the same condition you received them. If an item is returned to us damaged, used or in an unsuitable condition, we will not be able to provide you with a refund. In this unlikely instance we will provide images and documented evidence in support of our decision. Our decision will be final, and we will return the item to you free of any charges. Your statutory rights are not affected.
When you’ll get your refund
Subject to these terms, a refund will be issued within 7 days of receipt of the returned item, and usually sooner. It goes back to the payment method you used, and your bank may take a few more days to show it.
If it’s faulty or we sent the wrong thing
Our mistake, our cost. Email us with your order number and a photograph, and we’ll cover the postage and either replace it or refund you in full.
Cancelling before it ships
If your order hasn’t left us yet, email us and we’ll cancel it and refund you in full.
Contact us
Email team@silihack.com and a person will answer, usually within one working day.