Refund policy

Silva has 30 days of open purchases. If you want to make a return or exchange, use the return form that was sent with your order. If, for some reason, you have not received or lost the form, you can download a new one from here. We will confirm your return to the email address you indicated with your order.

Return processing
Silva handles all returns as quickly as possible, but no later than 30 days after we receive it to our warehouse. As soon as your return is received and processed, we will contact you.

In the event of a return, you are responsible for the package, so it is important that the product cannot be damaged during transport. In order for a full refund to be made, the goods must be unused and returned in undamaged original packaging, all labels should remain in place and manuals should be included. It is important that the outside protecting box is used and that tape or other material is not pasted on the original packaging.

We handle exchanges as a return and a new purchase; You send back the product you do not want to keep and order a new one via our website.

How to return a product:
1. Fill in the return form according to the instructions given. It is attached with your order.
2. Pack the item and this form into the original package provided.
3. Seal the package properly.
4. Stick the return label to the top of the package, covering the delivery label.
5. Send the package.

Refunds
Once your return has been received, processed and approved by us, the refund will be made. If you have chosen to pay by invoice, we recommend that you pay the invoice or contact your chosen payment option to extend the payment time, in order to avoid the risk of unnecessary reminder fees

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Warranty

Silva warrants that, for a period of two (2) years*, your Silva product will be substantially free of defects in materials and workmanship under normal use. Silvas liability under this warranty is limited to repairing or replacing the product. This limited warranty extends only to the original purchaser. If the product proves defective during the warranty period please contact the original place of purchase. Make sure to have your proof of purchase on hand when returning the product. Returns cannot be processed without the original proof of purchase.

This warranty does not apply if the product has been altered, not been installed, operated, repaired, or maintained in accordance with instructions supplied by Silva, or has been subjected to abnormal physical or electrical stress, misuse, negligence or accident. Neither does the warranty cover normal wear and tear. Silva is not responsible for any consequences, direct or indirect, or damage resultant from use of this product. In no event will Silvas liability exceed the amount paid by you for the product. Some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.

The warranty is valid and may be processed only in the country of purchase.

* Compasses: Five (5) years.

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The product you buy from us should be faultless upon delivery. Should the product you receive have a defect, it should be reported to us within 14 days of receiving the delivery. As a consumer, you have a legal right to complain for up to three years from the purchase, but within a reasonable time (two months) from the time the fault was discovered. Contact us at sales@primus-silva.com 

For faster handling and state your full name, your order / receipt number, a brief description for the reason of the complaint, a picture of the damage if this is possible and your contact information (telephone number and e-mail address) .

In the event of a complaint, Silva is responsible for shipping costs, so it is important to use shipping documents sent from Silva.