Refund policy

RETURN & REFUND POLICY

Last Updated: December 27, 2024

OVERVIEW

We want you to be completely satisfied with your purchase. This policy outlines how to return products and request refunds.

30-DAY RETURN WINDOW

You have 30 days from the date you receive your item to request a return.

ELIGIBILITY REQUIREMENTS

To be eligible for a return, your item must be:

  • In the same condition you received it
  • Unworn or unused
  • With all original tags attached
  • In its original packaging
  • Accompanied by receipt or proof of purchase

Non-Returnable Items

The following items cannot be returned:

Due to Health & Safety Regulations:

  • Opened or used botanical products (kratom, kava, kanna)
  • Personal care goods and beauty products (once opened)
  • Perishable goods (food, flowers, plants)

Other Restrictions:

  • Custom or personalized products
  • Special orders
  • Hazardous materials, flammable liquids, or gases
  • Sale items or clearance products
  • Gift cards

If you have questions about whether your specific item is returnable, contact us at returns@silkdistro.com before initiating a return.

HOW TO START A RETURN

Step 1: Contact Us

Email us at returns@silkdistro.com with:

  • Your order number
  • Item(s) you wish to return
  • Reason for return
  • Photos (if applicable for damaged/defective items)

Step 2: Wait for Approval

We will review your request and respond within 1-2 business days. If approved, we will send you:

  • Return authorization
  • Return shipping label (for eligible returns)
  • Instructions on how and where to send your package

Step 3: Ship Your Return

Send your package to:

Silk Distro
2976 E State St.
Ste 120
Unit #2029
Eagle, ID 83616

Important: Items sent back without first requesting a return will not be accepted.

RETURN SHIPPING

Who Pays for Return Shipping?

We Pay (Prepaid Label Provided) If:

  • Item is defective or damaged
  • We sent you the wrong item
  • Product does not match description

You Pay If:

  • You changed your mind
  • You ordered the wrong product
  • Item doesn't fit your needs
  • Any other non-defect reason

Return Shipping Tips:

  • Use trackable shipping method
  • Keep your tracking number
  • Package items securely to prevent damage in transit
  • We recommend insurance for high-value returns

DAMAGES & DEFECTIVE ITEMS

Inspect your order immediately upon delivery.

If your item is defective, damaged, or you received the wrong item:

  1. Contact us immediately: returns@silkdistro.com
  2. Include photos: Show the damage or defect clearly
  3. Provide details: Order number and description of the issue
  4. Do this quickly: Within 48 hours of delivery

We will evaluate the issue and work to make it right through replacement or refund.

REFUND PROCESS

Inspection & Approval

Once we receive your return:

  1. We will inspect the item within 2-3 business days
  2. We'll notify you via email whether your refund is approved or denied
  3. If denied, we'll explain why and offer options

Refund Timeline

If your refund is approved:

  • Refund will be processed to your original payment method
  • Processing time: Within 10 business days of approval
  • Bank posting time: Please allow an additional 5-10 business days for your bank or credit card company to process and post the refund

If more than 15 business days have passed since we approved your return and you haven't received your refund, please contact us at returns@silkdistro.com.

Partial Refunds

In some cases, only partial refunds may be granted:

  • Items with obvious signs of use
  • Items not in original condition
  • Items damaged after delivery (not caused by defect)
  • Items returned after the 30-day window

Refund Deductions

The following may be deducted from your refund:

  • Return shipping costs (if customer's responsibility)
  • Restocking fee (15% for certain items)
  • Original shipping charges (if applicable)

EXCHANGES

We don't offer direct exchanges. The fastest way to get what you want is to:

  1. Return the item you have (following the process above)
  2. Wait for refund approval
  3. Place a new order for the item you want

This ensures you get the correct product quickly and avoids inventory complications.

EUROPEAN UNION CUSTOMERS

14-Day Cooling Off Period

If merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

Same requirements apply:

  • Item must be in the same condition you received it
  • Unworn, unused, with tags, in original packaging
  • Receipt or proof of purchase required

Note: Silk Distro currently ships only within the United States. This section is for informational purposes should international shipping become available.

RESTOCKING FEES

A 15% restocking fee may apply to:

  • Returns for change of mind
  • Special order items (if returnable)
  • Bulk or wholesale orders
  • Items returned after 30 days (at our discretion)

Restocking fees will be clearly communicated before you complete your return.

LATE OR MISSING REFUNDS

If you haven't received your refund after the timeline above:

  1. Check your bank account again - Sometimes processing takes longer than expected
  2. Contact your credit card company - It may take time for refunds to be officially posted
  3. Contact your bank - There is often processing time before a refund is posted
  4. Still nothing? Contact us at returns@silkdistro.com with your order number and we'll investigate

QUESTIONS ABOUT RETURNS?

Contact us at:

We're here to help make your return process as smooth as possible.

This Return & Refund Policy is subject to change without notice. The policy in effect at the time of your purchase will apply to your transaction.