Refund and Return Policy – SiluetaYa.com

Last updated: June 2026

At SiluetaYa.com, we strive to offer quality products and a satisfying shopping experience. If for any reason you encounter a problem with your order, we invite you to read our refund and return policy.

1. General Information

Due to the nature of our products, which include dietary supplements and personal care items, certain restrictions apply to protect the health and safety of our customers.

2. Products Eligible for Return

Refund requests will be accepted only in the following cases:

Wrong product received.
Product damaged during shipping.
Product with a manufacturing defect.
Incomplete order due to a shipping error.

To process any claim, the customer must provide photographic evidence of the product, packaging, and shipping label.

3. Products Not Eligible for Return

Returns or exchanges will not be accepted when:

The product has been opened.
The security seal has been removed or tampered with.
The product has been used up, either partially or completely.
Damage caused by misuse or improper storage.
More than 5 calendar days have passed since the order was received.

For health and safety reasons, opened dietary supplements cannot be returned.

4. Deadline for Requesting a Refund

The customer must report any issue within the first 5 calendar days after the order has been received.

After this deadline, the application may be rejected.

5. Procedure for Requesting a Refund

To submit a request, the customer must:

Send an email to contacto@siluetaya.com or contact us through our official customer service channels.
Include:
- Full name.
- Order number.
- Description of the problem.
- Clear photographs of the product received.
Please wait for confirmation from our customer service team.

Once the application is approved, the relevant instructions will be provided.

6. Refunds

Once a return is approved, SiluetaYa may choose one of the following options:

Product replacement.
Shipping of the missing part or product.
Credit for a future purchase.
Full or partial refund of the amount paid.

The applicable option will be determined on a case-by-case basis.

7. Refund Processing Time

Once the refund has been approved:

Bank transfers: 3 to 10 business days.
Bank cards: depending on the timeframes set by the respective financial institution.
Electronic payment platforms: subject to the payment provider's policies.

Times may vary for reasons beyond SiluetaYa's control.

8. Order Cancellations

The customer may request the cancellation of an order provided that:

The order has not been shipped.
A messaging guide has not been generated.

If the order has already been processed or shipped, it cannot be canceled, and this returns policy will apply.

9. Products Lost by the Courier Service

If an order is significantly delayed or reported as lost by the shipping company, SiluetaYa will take the necessary steps to investigate the matter.

Once the loss has been confirmed, we will be able to offer:

Order reshipment.
Full refund of the amount paid.

10. Incorrect Address Provided by the Customer

It is the customer's responsibility to provide their shipping information correctly.

If an order is returned due to incorrect or incomplete information:

The customer may cover the cost of a new shipment.
No refunds will be issued for shipping costs that have already been charged.

11. Promotional or Clearance Items

Products purchased as part of special promotions, discounts, clearance packages, or final sales may not be eligible for return or refund, unless they have manufacturing defects or were shipped incorrectly.