Refund policy

1. Your 30-Night Risk-Free Trial

At Silora, we want you to love your new sleep essentials. If for any reason you are not completely satisfied, you may return unused or gently used items within 30 calendar days of delivery for a full refund.

A brief test-sleep is perfectly fine—simply keep the original packaging while you decide.

2. Eligibility Checklist

An item is eligible for return if:

• It was purchased directly from silora.co.uk.

• You submit your return request within 30 days of the delivery date shown on your tracking.

• It is clean, undamaged, and free of odours or stains.

• All original accessories, inserts, and documentation are included.

Non-returnable items:

• Personalised goods

• Clearance or “Last-Chance” items

• Gift cards

• Any product marked “Final Sale” on the product page

3. How to Start a Return

To begin a return:

1. Email contact@silora.co.uk with your order number, the item(s) you wish to return, and the reason.

2. You will receive a reply within one business day with a pre-paid Royal Mail return label (UK mainland only).

3. Pack the product securely, attach the label (or clearly write the return code on the parcel), and post it within 7 days of label issue.

4. Keep your proof-of-postage receipt until your refund has been processed.

4. Return Shipping Costs

• UK Mainland: Silora covers the return postage cost — your pre-paid label is free of charge.

• Courier Pick-Up (bulky items such as toppers): If you prefer a home collection instead of dropping the parcel at a Post Office, a £9.95 collection fee applies.

5. Refunds

Once your parcel reaches our warehouse, inspection typically takes 2–3 business days.

• Approved refunds will be issued to your original payment method within 5 business days of approval.

• You will receive an email confirmation once your refund is processed.

If your refund seems delayed, please allow up to 10 business days for your bank to complete the transaction before contacting us.

6. Exchanges

To exchange an item (for example, for a different size or colour):

• Please initiate a return as described above, and

• Place a new order for the desired item.

This ensures the replacement item is reserved for you while stock lasts. Your original purchase will be refunded once received and inspected.

7. Damaged or Defective Items

If your order arrives damaged or faulty:

• Email contact@silora.co.uk within 48 hours of delivery with clear photos of the packaging and defect.

• We will arrange a free replacement or full refund, depending on your preference.

In some cases, we may schedule a carrier collection or ask you to dispose of the faulty item responsibly—our team will advise you accordingly.

8. Gifts and Gift Returns

• Items purchased as a gift at checkout can be returned for a Silora e-gift card, sent to the original recipient.

• Gifts returned by someone other than the original purchaser must include either the order number or the purchaser’s email address to locate the order record.

9. Important Notes

• Statutory Rights: This policy supplements, and does not affect, your rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

• Hygiene-Sealed Items: Products such as pillows or protectors with a hygiene seal must remain unopened for a standard return. Once opened, they qualify only under the 30-night risk-free trial and must be in sanitary condition.

• Repeated Returns: To protect all customers, Silora reserves the right to refuse service to individuals found abusing the return policy (e.g., repeated returns beyond normal product testing).

10. Get In Touch