Exchanges and Returns Policy — English

Exchanges and Returns

Exchanges and Returns Policy

Customer service

How to contact us

Complete the information request form in the “Contact” section of our website: www.sylfos.eu.

Product availability

We make every reasonable effort to ensure that Products remain available. Product offers remain valid while displayed on the website and while stocks last.

If an ordered Product is unavailable when we prepare the order, SYLFOS® will automatically email the Customer and propose an appropriate alternative solution.

Statutory Product guarantees

SYLFOS® complies with its statutory obligations concerning Product guarantees.

Customers are reminded that Products must be stored away from direct light and excessively high temperatures and may have an expiry date. Products not stored under the stated conditions may be excluded from the guarantee if their deterioration results from improper storage.

Consumer complaints and disputes

Send any complaint relating to an order delivered by SYLFOS® or its service providers to the company by post or email.

We accept complaints within five days of receipt for issues relating to the Products, such as incorrect quantities or damaged Products, and within fifteen days for invoicing matters.

Returns and exchanges

If there is a problem with the contents of an order, the Customer should contact us directly at info@sylfos.eu.

Returns under the right of withdrawal

The Customer may change their mind and cancel an order, without giving a reason, within fourteen days of receiving the Products or the designated recipient.

After informing SYLFOS® of their decision to withdraw, the Customer has fourteen days to return the complete order, at their own expense, together with any related promotional gifts, in a condition that allows the Products to be resold.

SYLFOS® will refund the total order amount, including the price of the Products and the original standard delivery charge. The Customer remains responsible for the return delivery costs. If the Products are not returned, SYLFOS® may charge the Customer for any costs incurred in recovering them.

The right of withdrawal does not apply to Products made to the Customer’s specifications or clearly personalized, in accordance with applicable legislation.

SYLFOS® will make the refund within a maximum of fourteen days from the date on which SYLFOS® is informed of the Customer’s decision to withdraw. SYLFOS® may withhold the refund until the Products have been returned or until the Customer provides evidence that they have been dispatched.

If any problem arises, the Customer may contact SYLFOS® directly at info@sylfos.eu.

Returns for other reasons

Any return that does not fall under the right of withdrawal must be agreed in advance between the Customer and SYLFOS®.

If a Product is defective, damaged or does not correspond to the order, the Customer is entitled to the applicable statutory guarantees. SYLFOS® will cover the cost of returning a defective or non-conforming Product.

In other circumstances, SYLFOS® may accept a return and issue a credit note or refund. Unless otherwise agreed, the Customer is responsible for return delivery costs.

Return procedure

Before returning any Product, the Customer must contact SYLFOS® at info@sylfos.eu.

Products should, wherever possible, be returned in their original packaging, together with any promotional gifts included in the order and a copy of the invoice, to:

SYLFOS Europe

c/o Art’Stella
2 rue des Maines
17210 Montlieu-la-Garde
France

The Customer may handle the Products only to the extent necessary to establish their nature, characteristics and proper functioning. SYLFOS® may apply a deduction when excessive handling has diminished the value of the Products.

Sealed Products that are unsuitable for return for health protection or hygiene reasons will not qualify for the right of withdrawal if they have been unsealed following delivery, in accordance with applicable legislation.

Governing law

Chilean law governs these conditions. However, this choice of law does not deprive consumers residing in the European Union of the mandatory protections provided by the law of their country of residence when SYLFOS® directs its commercial activities towards that country.

Any dispute will be submitted to the competent courts in accordance with the mandatory consumer-protection rules that apply.

Last updated: September 2026