Return & Refund Policy
RETURN & REFUND POLICY
Last updated: August 8, 2026
We want you to feel confident ordering beauty products from Sylphline. This policy explains when a product may be returned, what happens if something arrives damaged or incorrect, and how refunds are handled.
30-DAY RETURN WINDOW
Unless a different return condition is clearly stated on the product page, you may request a return within 30 days after the date your order is delivered.
To start a return, email:
support@sylphline.com
Please include your order number and the product you would like to return.
A return must be approved by our customer care team before it is sent back. Products returned without authorization may not be accepted.
RETURN CONDITION
Because Sylphline sells cosmetics, personal-care products and beauty tools, hygiene and product safety are important.
For a change-of-mind return, products must generally be:
Unused and untested
In their original condition
In the original packaging
Complete with any accessories, applicators or components supplied with the item
In a condition suitable for resale
Cosmetics, skincare, personal-care products or other hygiene-sensitive items that have been used, tested, applied or unsealed may not be eligible for a change-of-mind return.
This hygiene restriction does not limit your rights where an item is defective, damaged, incorrect, misdescribed or where applicable law provides otherwise.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order when it arrives.
If an item arrives damaged, defective or different from what you ordered, contact us within 14 days of delivery at:
support@sylphline.com
Include:
Your order number
A description of the issue
Clear photographs of the product
Clear photographs of the outer and inner packaging where damage occurred in transit
Where the claim is approved, we may offer a replacement, refund or another appropriate remedy.
For an approved damaged, defective or incorrectly supplied product, Sylphline will not require you to bear reasonable return shipping costs where a return is necessary.
MISSING ITEMS
Some Sylphline orders may be shipped in more than one package.
If an item appears to be missing, first check your shipping confirmation to see whether the order was divided into separate shipments.
If all shipments have been delivered and an item is still missing, contact:
support@sylphline.com
Please include your order number and identify the missing product.
CHANGE-OF-MIND RETURNS
If you simply change your mind, approved items may be returned within the 30-day return period provided they meet the return-condition requirements above.
Original shipping charges are not refundable unless required by applicable law.
Unless Sylphline expressly provides a prepaid return label, the customer is responsible for the cost of a change-of-mind return.
We recommend using a trackable return service. Sylphline cannot issue a refund for a return that we do not receive unless you can provide acceptable proof of delivery.
NON-RETURNABLE PRODUCTS
Unless the product is defective, damaged, incorrect or applicable law requires otherwise, we may not accept returns of:
Used or tested cosmetics
Opened skincare or personal-care products
Products with broken hygiene or security seals
Products returned with missing packaging, components or accessories
Gift cards
Products marked final sale
Items damaged after delivery through misuse, improper storage or failure to follow product instructions
SHADE AND COLOUR DIFFERENCES
We make reasonable efforts to display colours and product images accurately.
However, lighting, photography, screen calibration and individual skin tone can affect how a shade appears.
A reasonable difference between the colour displayed on a screen and the appearance of the physical cosmetic product is not automatically considered a defect.
Eligible unused products may still be returned under our standard change-of-mind policy.
REFUND REVIEW
Once your return is received, we will inspect it and notify you whether the refund has been approved.
If approved, the refund will be issued to the original payment method.
We aim to process approved refunds promptly. Your bank, card issuer, PayPal, Klarna or other payment provider may require additional time before the refund appears in your account.
Shipping charges, duties, taxes and other non-product charges are not refundable unless required by applicable law or the refund results from an error for which Sylphline is responsible.
PROMOTIONS, BUNDLES AND BUY-ONE-GET-ONE OFFERS
If products were purchased as part of a bundle, multi-buy offer or Buy One Get One promotion, the promotional products are treated as part of the same offer.
Where only part of a promotional order is returned, the refund may be recalculated based on the price that would have applied to the products retained.
Free promotional items may need to be returned if the qualifying purchase is returned.
SUBSCRIPTION ORDERS
Where a product is purchased through a recurring Subscribe & Save option, each successfully processed shipment is treated as a separate order for return purposes.
Cancelling a subscription prevents future eligible recurring charges but does not automatically cancel an order that has already entered processing or fulfillment.
EU, UK AND OTHER MANDATORY CONSUMER RIGHTS
Nothing in this policy removes rights that cannot legally be waived.
Customers in certain jurisdictions may have statutory cancellation, conformity, refund, repair or replacement rights in addition to this policy.
For example, qualifying online purchases by consumers in the European Economic Area may generally be subject to a 14-day withdrawal right, subject to legal exceptions including certain sealed products that are not suitable for return for health protection or hygiene reasons once unsealed.
Where mandatory consumer law gives you greater protection than this policy, that law applies.
HOW TO START A RETURN
Contact:
support@sylphline.com
Please provide your order number, the item concerned and the reason for your request.
Do not send products to a manufacturer, warehouse or address printed on a parcel unless our customer care team has specifically instructed you to do so.
Company Name: Ningbo Niefan E-commerce Co., Ltd.
Company Address: Room 8-3-10, Zhihui Building No. 1, Duantang Subdistrict, Haishu District, Ningbo City, Zhejiang Province, China
Contact Information: +86 15969814076