Refund Policies

REFUND AND RETURN POLICY

At Silvestelar we sell personalized products and non-personalized products .
The return, cancellation and refund policy varies depending on the type of product purchased .

In case of doubt or conflict, the specific policy applicable to the type of product purchased will always prevail .

📌 CUSTOM PRODUCTS

Customized products are considered to be those manufactured exclusively for the customer using images, texts or other specifications provided during the purchase process.

❌ Cancellations

Once the order is confirmed:

It is not possible to cancel, modify or refund a custom order, even if it has not yet been shipped.
The personalization process begins immediately after purchase.

❌ Returns

No returns or refunds are accepted for properly manufactured personalized products.
Customized products cannot be reused or resold to other customers.

✅ Defective or faulty products

If the product presents:

Manufacturing defects
Personalization errors attributable to Silvestelar
Problems that affect its proper use

Silvestelar commits to:

Manufacture and ship a new product at no additional cost.
It will not be necessary to return the defective product.

To process the incident, the customer must contact us by email and provide visual evidence (photographs or video).

⚠️ No refunds will be issued for personalized products under any circumstances.

📌 NON-PERSONALIZED PRODUCTS

For products that are not personalized , the customer has a period of 30 calendar days from receipt of the order to request a return.

Conditions for return:

The product must be unused and in perfect condition
It must be returned in its original packaging.
Proof of purchase must be provided

Return shipping costs will be borne by the customer, except in cases of error attributable to Silvestelar.

Once the product has been received and checked, the refund will be processed using the same payment method used for the purchase.

📌 NON-REFUNDABLE ITEMS

No returns or refunds are accepted for:

Customized products
Gift cards
Digital or downloadable products
Personal or hygiene items, where applicable

📌 REFUNDS

Once the return of a non-personalized product has been approved:

The refund will be processed using the original payment method.
The processing time will depend on the bank, with an estimated maximum of 30 days.

📌 INCORRECT SHIPPING AND ADDRESSES

It is the customer's sole responsibility to verify that the shipping address provided is correct, complete, and that someone is available to receive the package.

1. Incorrect or Incomplete Addresses: Silvestelar is not responsible for undelivered orders due to errors in the information provided by the customer. In these cases, there will be no right to a refund.

2. Unclaimed Packages or Absence at Delivery: If the transport company attempts delivery and the customer is not at the address, or if the package must be collected at a post office/collection point and the customer does not do so within the stipulated period, the package may be returned to the origin warehouse (foreign) or destroyed by local logistics.

3. Incident Management and Re-shipment Fee: Since customized products have zero resale value (Art. 103.m LGDCU), if the package is lost or destroyed due to the customer's failure to collect it:

No refund will be issued.
To resolve the issue, Silvestelar offers the customer the option of requesting a remanufactured and reshipped item by paying a 50% handling fee on the original product's value. This fee covers part of the production and logistics costs of the reshipment.

📌 CONTACT

For any questions related to returns or issues, the customer can contact us through:

📧 silvestelar@gmail.com