Returns & Refunds Policy

All sales are final once the product has been dispatched. We do not accept returns, exchanges, or refunds for products that have been opened, used, or removed from their original packaging.

This policy exists strictly for health and hygiene reasons, in accordance with consumer goods regulations applicable to intimate personal care products. By completing a purchase on our website, you agree to and accept these terms.

We accept claims only in the following three situations. All other requests will be declined.

• Damaged or broken product: The item arrived physically damaged, cracked, or not functioning due to a manufacturing defect — not caused by misuse.
• Wrong item delivered: You received a product that is different from what you ordered — different model, size, colour, or variant.
• Item never delivered: Your order was marked as delivered but you did not receive it, or it has been significantly delayed beyond the estimated delivery window with no tracking update.

We follow a clear resolution process. We do not offer store credit or vouchers. Our resolution options are:

• Step 1 — Contact us within 48 hours of delivery (or within 7 days if the item was not delivered). Claims raised after this window will not be entertained.
• Step 2 — Email us at support@silkedroad.com with your order number, registered email, and a clear description of the issue.
• Step 3 — Submit proof. Attach clear photos or a short video showing the damage, wrong item, or courier proof of non-delivery. Claims without proof will be automatically declined.
• Step 4 — Wait for review. Our team will review your claim within 2–3 business days and respond with the resolution decision.
• Step 5 — Resolution dispatched. If approved, your replacement will be shipped within 3–5 business days, or your refund initiated within 7–10 business days.

• Change of mind after purchase or after delivery
• Discomfort, personal preference, or dissatisfaction with the product
• Damage caused by improper use, misuse, or accidents after delivery
• Products returned without prior written approval from our support team
• Claims raised beyond the 48-hour window after delivery
• Products with broken seals or tampered packaging not reported at the time of delivery
• Delays caused by the courier, customs, or events outside our control

To protect both you and us from fraudulent claims, we require the following evidence before processing any claim:

• Clear photos of the product showing the damage or defect
• Photos of the original packaging and shipping label
• Your order confirmation email or order ID
• For wrong items — photo of the item received vs. what was ordered
• For non-delivery — courier tracking screenshot or delivery partner proof

For all return and refund claims, please reach out to us. Do not send products back without receiving written approval first — unapproved returns will not be accepted or refunded.