1. Our Commitment to Quality

At SYLYO, we take immense pride in the curation and “Architectural Packaging” of our fine goods. Because our products are premium imports—including luxury perfumes, high-end beauty products, and gourmet confectionery—we do not accept returns or offer refunds for changes of mind or personal preference. This policy ensures the hygiene, authenticity, and global standards of every item we deliver.

2. Damaged or Defective Items

The only exception to our no-return policy is if an item arrives damaged. To maintain the integrity of our claims process, we require conclusive evidence of damage occurring during transit.

Mandatory Video Proof (Unboxing)

To qualify for a replacement, you must record a continuous, unedited video of the package opening.

  • The video must start with the unopened box, showing the shipping label clearly.
  • You must capture the moment the seal is broken and the item is revealed.
  • Photos alone or videos recorded after the box has been opened will not be accepted as valid proof.

3. Reporting Window

If you receive a damaged product, you must contact our concierge team within three (3) calendar days of delivery.

  • Contact Email: help@sylyo.com
  • Subject Line: Damage Claim – [Your Order Number]
  • Required Attachment: The unboxing video and clear photos of the specific damage.

4. Verification & Replacement Process

Once we receive your email and proof of damage, our technical team will verify the claim.

  • Verification: We will review the footage to ensure the damage occurred during handling or transit.
  • Communication: We will contact you via email within 48–72 hours with our decision.
  • Resolution: If the claim is approved, we will provide a replacement of the same product at no additional cost to you. Replacements will be dispatched within the earliest possible timeframe based on global stock availability.

5. Important Limitations

Proof Integrity: If the unboxing video appears tampered with or does not show the original seal being broken, the claim will be rejected.

No Refunds: We provide replacements only. No monetary refunds will be issued.

Late Claims: Any claims made after the 3-day window will be automatically declined.