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 quality guarantee

If your order arrives damaged, leaking or faulty, we will replace it or refund you in full. Email info@sylvawell.com within 30 days of receiving your order, include your order number and a photo of the issue, and once we have confirmed the fault we will arrange your replacement or refund, whichever you prefer. We cover the cost of return postage on faulty items, and you will not be charged for a replacement or its delivery.

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. For that reason we do not offer refunds or returns simply because a scent is not to your taste.

If you are new to Sylvawell, we recommend starting with the Discovery Set ($49). It is the lowest-risk way to try all four scents before committing to a full-size 10 mL, and after purchasing you will receive a $10 credit toward your first full-size order.

As our fragrances are a personal-care product 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.