Refund policy

Sillara — last updated 7/26/2026

At Sillara we choose a short range of lighting carefully, and we want every piece to earn its place in your home. If something isn't right, this page explains exactly what happens next.

Questions at any point: support@sillara.net

1. Cancelling an order

Before dispatch. Orders can be cancelled for a full refund at any time before they leave our supplier's warehouse. Email support@sillara.net with your order number as soon as possible — most orders are processed within 1–3 business days, so speed matters.

After dispatch. Once an order is with the carrier we cannot recall or amend it. If you no longer want the item, wait for delivery and then follow the return process in section 4.

2. Return window

You have 30 days from the date of delivery to request a return.

Requests made after 30 days cannot be accepted. The clock starts on the delivery date recorded by the carrier, not the order date.

To be eligible, items must be:

Unused and unfitted
In original packaging, with all parts, fittings and instructions included
Free from damage caused after delivery

Electrical items that have been wired in, mounted, or connected to mains power cannot be returned unless faulty.

3. Items we can't accept back

Items returned after the 30-day window
Items that have been installed, wired, mounted or modified
Items returned without original packaging or with missing components
Items damaged after delivery
Gift cards
Final sale or clearance items, where marked

Faulty items are always covered regardless of the above — see section 6.

4. How to start a return

1. Email us first. Send your order number and the reason for return to support@sillara.net. Do not ship anything back before you hear from us — unauthorised returns cannot be processed or refunded.

2. We'll respond within 2 business days with instructions and, where a physical return is required, the correct return address.

3. Pack the item securely in its original packaging and include a note with your order number inside the box.

4. Use a tracked service. We can only process refunds for parcels we receive. Sillara is not responsible for returns lost in transit without tracking.

5. Who pays for return shipping

If the fault is ours — the item arrived damaged, defective, or is not what you ordered — we cover the full cost. You will never be out of pocket for our error.

If you've changed your mind — wrong size, wrong colour, or it simply isn't right for the room — return postage is your responsibility, and any original shipping cost is non-refundable.

6. Damaged, faulty or incorrect items

Tell us within 7 days of delivery. Email support@sillara.net with:

Your order number
Photographs of the item showing the problem
Photographs of the outer packaging, including any damage
A short description of what's wrong

If damage is obvious before you accept the parcel, refuse the delivery and contact us the same day.

We will arrange a replacement or a full refund, whichever you prefer. You will not be asked to pay return postage, and in most cases we won't ask you to return the item at all.

7. Refunds

Once your return arrives and has been inspected, we'll email you to confirm the outcome.

Approved refunds are issued to your original payment method within 14 business days of approval. Depending on your bank or card issuer, it may take a further few days to appear on your statement.

Refunds cover the price of the item. Original shipping charges are refunded only where the return is due to a fault on our side.

8. Orders that don't arrive

If your tracking hasn't updated for 14 days, or your order hasn't arrived within 30 days of dispatch, email support@sillara.net. We'll investigate with the carrier and, where a parcel is confirmed lost, send a replacement or issue a full refund.

9. Your statutory rights

Nothing in this policy limits your rights under applicable consumer protection law. Where local law gives you stronger protection than this policy, that law applies.