Refund & Return Policy

This Return Policy is operated by G W (NSW) PTY LTD trading as Silknora, for purchases made on silknora.com. This policy outlines the terms for returns, exchanges and refunds.

Contact G W (NSW) PTY LTD 12 Stieglitz Road, Stieglitz TAS 7216, Australia Email: [email protected] Phone: +61 3 6345 8271 Business Hours: Monday-Friday 8:00-21:00, Saturday-Sunday 9:00-18:00

Return Eligibility Window You may submit a return request within 30 calendar days after you receive your items. Return requests submitted after the 30-day window will not be accepted, except where required by mandatory local consumer protection law. To start a return, email us at [email protected] with your order number, photos of items and reason for return. Please wait for our formal return approval before sending items back; unauthorized returns will not be processed.

Eligible Items Items for return must be unused, unworn, unwashed, undamaged, with all original tags and packaging intact. Items that show signs of wear, stains, odour, alterations or missing tags cannot be returned. Final sale items, customised products and hygiene-sensitive goods are non-returnable unless defective.

Return Shipping Cost Free shipping on original order does not cover return shipping charges. The customer is responsible for all return postage cost, import fees and any customs charges incurred when sending goods back to our designated return address. We do not provide pre-paid return shipping labels.

Product Defects or Our Error If the item arrives defective, damaged, wrong item or incorrect size sent by our mistake, please contact us within 7 days after delivery with clear photos. We will assess your claim. If confirmed as our error, we will cover the return shipping cost or arrange reshipment, at our discretion.

Refund Process Once we receive and inspect your returned goods and confirm they meet return conditions, refunds will be processed to your original payment method within 5–10 business days. Refund processing times also depend on your payment provider or bank, which may take additional time. Original shipping fees are non-refundable unless the return is due to our error.

Exchanges We support exchanges subject to stock availability. If you request exchange, you are responsible for return shipping of original item. Once we receive and verify your returned product, we ship out replacement goods. If the requested replacement item is out of stock, we will issue a refund instead.

Refusal of Return We reserve the right to reject returned goods if items fail inspection. If rejected, the goods can be shipped back to you at your cost or disposed of if you do not respond within the time we specify.

Chargebacks We expect customers to contact us first to resolve any order issues before filing a payment dispute or chargeback. Filing unjustified chargebacks for returns that have not followed our return policy may result in restricted ordering and chargeback recovery action.