Refund Policy

At Silencio Mobilier, we want you to order with complete peace of mind. This page details our return, exchange, and refund conditions.

Last updated: August 28, 2025

1) Scope

This policy applies to purchases made on our website and through Silencio Mobilier customer service. It does not cover products purchased through third-party resellers.

2) Return Period

• Commercial policy: you have 30 days after delivery to request a return.
• EU – Right of withdrawal: you have 14 days to withdraw without reason (see §13).

3) Eligibility Conditions

• Item unused, clean, and in perfect resale condition.
• Original packaging and accessories (screws, manuals, tools, etc.).
• Proof of purchase (order number).
• Photos of the product and packaging may be requested before return authorization.

4) Excluded Items

• Custom-made / personalized (dimensions, finishes, fabrics, engravings) except for defect or non-compliance.
• Items assembled or used, showing signs of use.
• Missing or damaged boxes making re-packaging unsafe.
• Gift cards and items marked as "final sale."

5) Return Procedure

1. Request: email us at contact@silenciomobilier.com (or via your account / returns portal) within the deadlines above.
2. Authorization: we will send you a return authorization (RMA) and re-packaging/pickup instructions.
3. Shipping: return the item with a tracking number. Without prior authorization, returns may be refused.
4. Inspection: upon receipt, we will inspect the product and then proceed with the exchange or refund according to the conditions below.

6) Fees & Restocking

• Return shipping costs: borne by the customer (except for our error, defective product, or damaged upon delivery).
• Bulky items: for returns of bulky furniture, logistics fees may apply.
• Restocking fees: up to 15% if the original packaging is missing/damaged or if repackaging is necessary.
• Initial shipping costs are not refundable, except for our error.

7) Refunds

Once the return is received and validated, we will issue the refund to the original payment method within 5 to 10 business days. Depending on your bank, it may take a few additional days to appear. In case of non-compliance with the conditions, a partial refund may be applied.

8) Exchanges

Exchanges are possible depending on availability. To save time, you can place a new order and request a refund for the first item after return validation.

9) Damaged or Non-Compliant Items

Inspect your package upon receipt. If the item is damaged or non-compliant, contact us within 7 days with photos (product, packaging, carrier label). We will provide the appropriate solution (repair, replacement, parts, or refund).

10) Lost / Incomplete Packages

• Transit loss: notify us promptly to open an investigation with the carrier.
• Missing parts: we will send the missing parts after verification.
• Incorrect address: if the provided address is inaccurate, re-shipping costs remain the responsibility of the customer.

11) Order Cancellation

• Before shipping: cancellation possible, full refund.
• After shipping: follow the return procedure (§5).
• Custom-made: cannot be cancelled once production has started.

12) International Returns

Taxes, import duties, and customs fees are not refunded by Silencio Mobilier. Be sure to declare the return correctly to avoid additional charges.

13) Right of Withdrawal (EU)

If you reside in the European Union, you have 14 days from receipt to exercise your right of withdrawal without reason. Inform us clearly (email or mail). You then have 14 days to return the product. The refund includes the price paid and standard delivery (express options are not refunded). Returns of custom-made products are excluded from the right of withdrawal.

To Silencio Mobilier — [email address]
I hereby notify you of my withdrawal from the contract for the sale of the following goods:
— Order no.: …
— Received on: …
— Name: …
— Address: …
— Date: …   Signature (for postal mail):
      

14) Contact & Return Address

For any questions, our support team will respond within 1 to 2 business days.