Refund policy
Refund & Return Policy
At Sylvawell, every order is made by hand and checked before it leaves us. If something is not right, we will make it right.
Our 30-day money-back guarantee
The Discovery Set and the Starter Bundle are covered by our money-back guarantee. Wear all four scents for two weeks. If you go back to the fragrance you were using before, email info@sylvawell.com within 30 days of receiving your order and we will refund you in full.
Nothing needs to be sent back. Our fragrances are applied directly to the skin, so opened items cannot be returned for hygiene reasons, and we would rather you kept them than posted them back to us.
The guarantee covers the Discovery Set and the Starter Bundle. Individual 10 mL vials are not covered for scent preference, which is why we recommend starting with the Discovery Set if you are new to Sylvawell. Every order is separately covered if it arrives damaged, leaking or faulty.
One refund per customer.
Wrong or missing items
If you receive the wrong product, or an item is missing from your order, email info@sylvawell.com within 30 days with your order number and we will correct it at no cost to you.
Scent preference
Scent is personal, and essential oils develop differently on each person's skin. The Discovery Set and the Starter Bundle are covered for exactly this reason: if you try all four and go back to what you were using before, the money-back guarantee above applies.
Individual 10 mL vials bought on their own are not covered for scent preference. If you are new to Sylvawell, start with the Discovery Set ($59). It is the lower-risk way to try all four before committing to a full-size 10 mL, and you receive a $10 credit toward your first full-size order.
As our fragrances are applied directly to the skin, opened items cannot be returned for hygiene reasons.
Your rights under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major failure, you are entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss or damage. If the failure is minor, we will repair or replace the product. You are also entitled to have products repaired or replaced if they are not of acceptable quality. Nothing in this policy limits or replaces those rights.
How refunds are processed
Approved refunds are issued to your original payment method. Please allow up to 5 to 10 business days for the refund to appear, depending on your bank or card provider.
Contact
For any refund or return enquiry, email info@sylvawell.com. We aim to respond within 1 to 3 business days.