Refund policy

Thank you for shopping at Sylphae.

We take pride in the quality of our products and want you to be satisfied with your purchase. Because each item is made to order, our refund and return process is different from traditional retail.

Order Production & Inspection

All artworks are custom-made and printed specifically for your order using professional print-on-demand services.
Before shipment, we review each order for quality and accuracy.

Returns & Refund Eligibility

Due to the custom nature of our products, we do not accept returns or exchanges for change of mind, incorrect selection, or personal preference.

You are eligible for a refund or replacement only if:

  • The product arrives damaged

  • The product arrives defective

  • The product received is not what was ordered

How to Request a Return or Refund

If you believe your order qualifies for a refund or replacement, please contact us within 7 days of delivery at:

📧 info@sylphae.ca

Include:

  • Your order number

  • Clear photos of the issue

  • A brief description of the problem

We will review your request and respond within 2 business days.

Assessment & Resolution

Once your request is approved, we will, at our discretion:

  • Issue a replacement item, OR

  • Provide a full refund to your original payment method

In most cases, you will not be asked to return the item. If a return is required, we will provide detailed instructions.

Non-Returnable Items

Please note that the following are NOT eligible for returns or refunds:

  • Items damaged after delivery

  • Change of mind

  • Minor variations in color or texture due to the print-on-demand process

Shipping Costs

Shipping costs are non-refundable unless the return is due to our error (defect or damage).

Questions?

If you have questions or concerns about your order or our policies, please contact us at:

📧 info@sylphae.ca
We aim to respond to all inquiries within 24–48 business hours.