RETURN & REFUND POLICY

Last Updated: November 3, 2026

Thank you for shopping with mysylvane.

If you need to cancel an order, return a household product, request an exchange, or resolve an issue with your purchase, this policy explains the available procedures.

It covers order cancellations, 180-day free returns, exchanges, refunds, and assistance with damaged, defective, incorrect, incomplete, or undelivered products.

Return eligibility takes into account the condition and completeness of household goods, including any accessories, attachments, and components supplied with the purchase.

This policy applies to eligible purchases from mysylvane, which is owned and operated by Hubei Zhongmu Technology Co., Ltd.

Nothing in this policy limits mandatory rights provided under applicable consumer protection laws.

OFFICIAL BUSINESS INFORMATION

Brand Name:
mysylvane

Legal Company Name:
Hubei Zhongmu Technology Co., Ltd.

Registered Business Address:
2nd Floor (T-CYB-A1036), Plot III-6, Parts Processing Zone, Wuhan Economic and Technological Development Zone (No. 37 Chuangye 3rd Road), Wuhan, Hubei Province, China

Customer Support Email:
service@mysylvane.com

Business Telephone:
+86 27 8479 8456

Hubei Zhongmu Technology Co., Ltd., doing business as mysylvane, operates this website and manages its online retail activities and related customer support.

1. ORDER CANCELLATIONS

To request a cancellation, please contact us as soon as possible at service@mysylvane.com.

Include your order number and the email address used at checkout.

We will make reasonable efforts to cancel your order before processing, packaging, fulfillment, or shipment begins. Once preparation is underway, cancellation may no longer be possible.

If cancellation is confirmed and a refund is approved, the refund will be issued to your original payment method within 5–10 business days after approval. Your payment provider may need additional time to display the credit.

If your order has already shipped, you may request an eligible return after delivery under this policy.

Any mandatory cancellation rights remain unaffected.

2. OUR 180-DAY FREE RETURN POLICY

Eligible purchases are covered by our 180-Day Free Return Policy.

You may submit a qualifying return request within 180 calendar days after delivery. The delivery date is determined using carrier records or other reliable delivery evidence.

General Return Conditions

For returns based on personal preference, items should generally:

• Be unused or have undergone only reasonable inspection.

• Remain in their original condition.

• Include original packaging where applicable.

• Include the accessories, attachments, and components originally supplied.

• Be accompanied by valid proof of purchase.

• Be free from damage caused by misuse, intentional damage, or substantial alteration.

Returned products may be inspected before a refund is approved. Use, modification, or damage beyond reasonable inspection may affect eligibility for a preference-based return.

Household Products and Sets

For preference-based returns, household products should generally be free from stains, residue, alterations, or other signs of use beyond reasonable inspection.

Items purchased as a set should include all original components and accessories where applicable.

Opening packaging for reasonable inspection does not automatically make an otherwise eligible item non-returnable.

Any product-specific return conditions must be disclosed before purchase.

These conditions do not remove applicable rights relating to damaged, defective, incorrect, incomplete, or materially misdescribed goods.

3. HOW TO REQUEST A RETURN

Please contact our support team before sending any merchandise back.

Return Assistance:
service@mysylvane.com

To help us review your request, provide:

• Your order number

• The product name or description

• The reason for the return

• Relevant photographs or videos, where appropriate

• Any additional information reasonably needed to assess the issue

Our team will review the details and explain the next steps.

For an approved return, we will provide return authorization, shipping instructions, and the designated receiving address.

Do not send merchandise to our registered business address unless our support team specifically instructs you to do so.

The return facility may be different from our registered company office. Returns sent without following the provided instructions may take longer to identify and process.

4. FREE SHIPPING FOR ELIGIBLE RETURNS

Approved returns under our 180-Day Free Return Policy include complimentary return shipping, including eligible returns based on personal preference.

After authorization, we will arrange a suitable return method, such as:

• A prepaid return shipping label

• An authorized return shipment

• Another approved arrangement without additional return shipping charges

Please wait for our instructions before dispatching your items.

No restocking fee applies to eligible returns.

If a return is required because a product arrived damaged, defective, incorrect, incomplete, or materially different from its description, we will arrange the return at no additional cost to you.

5. DAMAGED, DEFECTIVE, INCORRECT OR MISSING ITEMS

Please contact us as soon as reasonably possible if something is wrong with your order.

Examples include:

• Damage sustained during delivery

• Manufacturing defects

• Incorrect products or product variations

• Missing items, accessories, or set components

• Products materially different from their descriptions

• Confirmed packaging or fulfillment errors

Customer Support:
service@mysylvane.com

Include your order number, a description of the problem, and photographs or videos where reasonably necessary.

We will review the information and available fulfillment records. For confirmed defects, transit damage, or seller-related errors, we will arrange an appropriate solution without additional cost.

Depending on the circumstances, this may include:

• Replacing the affected product

• Sending missing items or components

• Issuing a full or appropriate partial refund

• Arranging an authorized return

• Providing another suitable remedy

You will not be charged return shipping for verified damaged, defective, incorrect, incomplete, or materially misdescribed merchandise.

Products that were never delivered do not require a physical return.

Please obtain instructions before returning affected items. Your applicable consumer rights remain unaffected.

6. RETURN INSPECTION & REFUND PROCESSING

Inspection of Returned Items

Once an authorized return reaches the designated facility, we will review its condition and eligibility.

We aim to complete this inspection within 5 business days after receiving the returned merchandise. We will notify you of the refund decision once the review is complete.

Refunds Requiring a Return

After receipt, inspection, and approval, refunds are issued to the original payment method within 5–10 business days after approval.

Refunds Without a Physical Return

If we approve a refund without requiring the product to be returned, the refund will be processed within 5–10 business days after approval.

Bank and Payment Provider Timing

After we issue the refund, your bank, card issuer, or payment provider may need additional time to display the funds in your account.

For questions about a refund, email service@mysylvane.com.

7. ORIGINAL SHIPPING CHARGES

Complimentary return shipping and reimbursement of the original delivery charge are handled separately.

Our 180-Day Free Return Policy covers the approved return shipping arrangement for eligible products.

For returns based solely on personal preference, the original delivery charge is generally non-refundable. This includes any optional Express Shipping charge.

When Original Delivery Charges May Be Refunded

Reimbursement may be appropriate in cases involving:

• Confirmed packing or fulfillment errors

• Damaged or defective products

• Incorrect merchandise

• Missing items

• Products materially different from their descriptions

• Other circumstances where reimbursement is required by applicable law

Our team will assess the circumstances and explain the applicable refund.

Approved refunds of original shipping charges are issued to the original payment method.

8. U.S. SHIPPING OPTIONS & CHARGES

mysylvane currently delivers to addresses within the United States only.

All fees and thresholds below are stated in U.S. dollars (USD).

Shipping Method	Eligible Merchandise Subtotal	Shipping Fee	Estimated Transit Time After Dispatch
Standard Shipping	$0.00–$38.99	$3.99	3–5 business days
Free Standard Shipping	$39.00 and above	Free	3–5 business days
Express Shipping	Eligible orders and destinations	$6.99	1–2 business days

Orders with a qualifying merchandise subtotal of $39.00 or more receive free standard shipping.

Express Shipping may be selected for $6.99 where available. This fee applies even if the order qualifies for free standard shipping.

Processing Before Dispatch

Please allow up to 5 business days after payment confirmation for order verification, preparation, and packaging.

Business days are Monday through Friday, excluding public holidays.

Transit estimates begin after dispatch and do not include the processing period. Express Shipping does not shorten order processing time.

Shipping methods and final charges are displayed at checkout before payment.

For further information, please review our Shipping Policy.

9. REFUNDS NOT YET RECEIVED

If we have confirmed that your refund was issued but it has not appeared, please:

• Review the account used for the original payment.

• Check the original transaction for an associated refund.

• Look for pending credits.

• Contact your bank, card issuer, or payment provider.

• Allow any additional posting time required by that provider.

If the refund remains missing after these checks, email service@mysylvane.com.

Include your order number and any refund confirmation details so we can investigate.

10. EXCHANGES & REPLACEMENTS

Exchanges and replacements may be available depending on stock availability, the condition of the item, and the reason for the request.

We may arrange replacements for products that arrive damaged, defective, incorrect, incomplete, or materially different from their descriptions.

Changes to Color, Style, Size or Product Options

If you would prefer a different color, style, size, or set option, please contact us before returning the original item.

Preference-based exchanges are subject to the return conditions in this policy and current stock availability.

If the requested replacement is unavailable, we will discuss appropriate alternatives, including an applicable refund.

Any price difference or other applicable exchange arrangement will be explained before you agree to proceed. Eligible return shipping remains complimentary as described in Section 4.

Exchange Assistance:
service@mysylvane.com

Please wait for authorization and instructions before sending items for exchange.

11. AUTHORIZED RETURN ADDRESS

Our registered business address is provided for company identification and official correspondence:

2nd Floor (T-CYB-A1036), Plot III-6, Parts Processing Zone, Wuhan Economic and Technological Development Zone (No. 37 Chuangye 3rd Road), Wuhan, Hubei Province, China

This address is not automatically the designated return facility. Do not send products there unless our support team specifically authorizes it.

After your return is approved, we will provide the correct receiving address and return shipping instructions.

Following these instructions helps ensure that your items reach the appropriate facility and can be processed efficiently.

12. SHIPPING DELAYS, LOST PACKAGES & DELIVERY CONCERNS

If you experience a delivery problem, our support team will review the available shipment information and help determine the next steps.

Processing and Transit Estimates

Order processing may take up to 5 business days after payment confirmation.

Estimated transit times after dispatch are:

• Standard Shipping: 3–5 business days; $3.99 for orders of $0.00–$38.99.

• Free Standard Shipping: 3–5 business days for orders of $39.00 and above.

• Express Shipping: 1–2 business days; $6.99 for eligible orders.

These are estimates rather than guaranteed arrival dates and do not include processing time.

Circumstances That May Affect Delivery

Carrier delays, severe weather, public holidays, high parcel volumes, incorrect delivery details, customs or security inspections where applicable, and other logistical disruptions may affect delivery.

Delayed or Lost Shipments

If your shipment is significantly delayed, tracking stops updating, or the package appears lost, email service@mysylvane.com with your order number and tracking information.

We will review the records and contact the carrier or fulfillment provider where appropriate.

Handing a parcel to a carrier does not automatically end our responsibility to review delivery concerns.

For confirmed delivery problems, an appropriate resolution may include reshipment, replacement, or a refund, depending on the circumstances and applicable consumer rights.

Marked Delivered but Not Received

If tracking shows delivery but you cannot find the package, please check:

• Your entrance or designated delivery area

• Your mailbox or parcel locker

• Building reception or the mailroom

• Other authorized drop-off locations

• Whether a household member or neighbor accepted the parcel

If the package is still missing, contact our team.

A “Delivered” tracking status does not automatically prevent us from investigating a missing-package report.

We will assess the available information and explain the next steps.

13. CUSTOMER SUPPORT & COMPANY DETAILS

For help with cancellations, returns, exchanges, refunds, product issues, or delivery concerns, please contact us.

Brand Name:
mysylvane

Legal Company Name:
Hubei Zhongmu Technology Co., Ltd.

Registered Business Address:
2nd Floor (T-CYB-A1036), Plot III-6, Parts Processing Zone, Wuhan Economic and Technological Development Zone (No. 37 Chuangye 3rd Road), Wuhan, Hubei Province, China

Customer Support Email:
service@mysylvane.com

Business Telephone:
+86 27 8479 8456

We aim to respond within 24–48 hours, Monday through Friday.

When contacting us about a purchase, please include your order number and the email address used at checkout.

Hubei Zhongmu Technology Co., Ltd., doing business as mysylvane, operates this website and is responsible for its online retail activities and related customer assistance.

Thank you for choosing mysylvane for your household goods and everyday essentials.