Refund policy

Return and Refund Policy

At Sylvana Granelle, every order is carefully prepared and inspected before it leaves our hands. We take great pride in the quality of our products and packaging.

Unopened Items If you are not satisfied with your purchase, we accept returns on unopened, unused items in their original packaging within 14 days of delivery. To initiate a return, please contact us at info@sylvanagranelle.com with your order number and reason for return. Once your return is approved, we will provide the return address and instructions.

Opened Items For hygiene and safety reasons, we are unable to accept returns on opened or used perfume oils. All sales of opened products are final. If you received a damaged or defective item, please contact us within 48 hours of delivery with a photo of the issue and we will make it right.

Damaged or Incorrect Orders If your order arrives damaged or you received the wrong item, contact us immediately at info@sylvanagranelle.com

To be eligible for a return, your item must be in the same condition that you received it, unopened, in its original packaging . You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at info@sylvanagranelle.com. Please note that returns will need to be sent to the following address:
Sylvana Granelle LLC
200 N Kimball Ave Suite 221 #1224
Southlake, TX 76092
United States  

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@sylvanagranelle.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain items cannot be returned: opened or used perfume oils, for hygiene and safety reasons, and any custom or personalized orders. Please get in touch if you have questions about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@sylvanagranelle.com

Damages and Issues
Please inspect your order as soon as it arrives. If your item is defective, damaged, or if you received the wrong item, contact us within 48 hours at info@sylvanagranelle.com with a photo of the issue. Once confirmed, we will replace or refund your order at no additional cost to you. This policy applies only to damaged, defective, or incorrect orders — it does not apply to opened or used perfume oils returned for other reasons.

Questions For any return or refund inquiries, contact us at info@sylvanagranelle.com