Legal

Refund Policy

Last updated: 2026-05-12 · Effective: 2026-05-15

1. B2C Small Orders (under $5,000 USD)

You may return undamaged, unused items in original packaging within 30 days of delivery unless a shorter return window is stated in the confirmed quote or order terms. Return shipping fees are the buyer's responsibility unless the item is defective or shipped in error.

Refunds are processed within 14 business days of receiving the returned item, to the original payment method.

2. Bespoke and Custom Orders

Custom-made items (handwoven rugs to specification, custom-sized stone work, bespoke wallpaper) are non-refundable once production begins. We strongly encourage requesting samples before placing custom orders.

3. B2B Large Orders (above $5,000 USD)

Refunds for B2B large orders are handled on a reconciliation basis as agreed in the quote. Standard policy: defective items replaced at SILU's cost; non-defective returns subject to 15% restocking fee. Trade Program members enjoy more flexible terms.

4. Defective or Damaged Items

If your order arrives damaged, please email support@siluglobal.com with photos within 48 hours of delivery. We will arrange replacement, repair, or full refund at no cost to you.

5. Sample Requests

Material samples are typically complimentary or carry a refundable deposit for high-value swatches. Samples are not returnable but their deposit is credited toward your first order.

6. How to Initiate a Return

Email support@siluglobal.com with your order number and reason. Or WhatsApp +971 561 488 366. We will respond within 24 hours with return instructions.

7. Contact

SILU FZE LLC
Business Centre, Sharjah Publishing City Free Zone, Sharjah, UAE
Email: support@siluglobal.com
WhatsApp: +971 561 488 366