Refund policy

1. Where your products are damaged in transit

We carry transit insurance to protect our customer’s purchases, however where you have signed for goods without outlining any faults or damage then these goods may not be covered by transit insurance. You must inspect your goods upon delivery and outline any faults or damage on the delivery note before signing it. You must ask the driver to initial your remarks. If possible, please take a photo of the damage immediately following the delivery.

You must notify Silk Route of any faulty or damaged goods within 48 hours of receipt of the goods. Failure to do so, will mean that any transit policy will be voided.

2. Your goods have a manufacturers fault/flaw or damage

If you detect a manufacturers fault with your item you must notify us within 7 days. You will be offered a replacement item if available. If a replacement item is not available you will be offered a similar item at a similar price or a refund. A refund is not available if a replacement item is available. Faults not reported within 7 days are not eligible for a refund.

3. The incorrect item has been delivered to you
Silk Route will only make, and is only obligated to make, a refund in accordance with their Refunds &Returns Policy, the guidelines for eligibility are detailed in this policy.

Please contact Silk Route within 24 hours of the delivery of an incorrect item. We will arrange for the collection of the incorrect item and delivery of the correct item. You will not incur any additional costs in this circumstance. Your replacement item will be delivered to you within the normal delivery time frame for that item.

4. Goods damaged by you and natural wear and tear.

We will not accept the return of goods that are damaged by you (accidentally or otherwise) or due to natural wear and tear following delivery.

5. Method and payment of refunds.

You accept that all refunds will be provided to you by electronic funds transfer to your nominated account or in any other way decided at the discretion of Silk Route.

Cancellation of Order

Silk Route will take into consideration your request to cancel an order that has been paid for. All cancelation requests should be made as soon as possible as the determining factors include:

1. If the products have been dispatched.
2. If the products have been made to order.
3. If the products have been removed from the website.

Silk Route at their discretion can authorise a refund for a cancelled order. The amount will be refunded in full less any cost incurred by Silk Route.