Refund policy
Return, Cancellation & Refund Policy
Last updated: July 8, 2026
Silberhaze Store sells apparel, accessories, gift cards, and related merchandise. Because many items are apparel, personal-use goods, limited releases, or made-to-order merchandise, our standard policy is that sales are final unless an item is defective, damaged, incorrect, or a return is required by applicable law.
Please read this policy before purchasing.
How to Start a Return or Cancellation Request
To start a return, cancellation, or withdrawal request, visit:
https://account.silberhazestore.com
Phone-number-only checkout: Customers who checked out using a phone number only, without an email address, may not be able to use the account portal. If you checked out with a phone number only, please use the return link included in your SMS order confirmation.
You may also contact us at hello@silberhaze.com if you need help locating your order or starting a request.
Please wait for return instructions before sending any item back. Items sent back without first submitting a request may be delayed or refused, except where applicable law provides otherwise.
Return Address
Silberhaze Genetics
2650 Cleveland Ave NW, Unit 8476
Canton, OH 44711
United States
Standard Return Conditions
If a return is approved, the item must be:
- In original condition
- Unused and unworn
- Unwashed
- With original tags and packaging
- Accompanied by proof of purchase
We reserve the right to refuse returns that are used, worn, washed, damaged after delivery, missing tags, missing packaging, or otherwise not in returnable condition.
Non-Returnable Items and Final Sale Items
Except where required by applicable law, we do not accept returns on:
- Final sale items marked as final sale
- Gift cards
- Perishable goods
- Personal care items, beauty products, or hygiene-sensitive items
- Hazardous materials, flammable liquids, or gases
- Custom, personalized, or made-to-order items
- Apparel, clothing, hats, socks, swimwear, and accessories that have been worn, used, washed, damaged, altered, or removed from original packaging in a way that makes them unsuitable for resale
EU customers: Exemptions apply only where permitted by applicable EU consumer law.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives. If your item is defective, damaged, or incorrect, contact us immediately at hello@silberhaze.com with your order number and photos of the issue.
If we confirm that the item was defective, damaged, or incorrect, we will work with you to resolve the issue. Depending on the situation, this may include a replacement, refund, store credit, or return instructions.
For confirmed defective, damaged, or incorrect items, Silberhaze Store will cover required return shipping if a return is needed.
Exchanges
We do not offer direct exchanges. If you want a different size, color, or item, please start a return request if your item is eligible. Once your return is approved and refunded, you may place a new order.
Return Shipping and Restocking Fee
For approved non-EU discretionary returns, customers are responsible for return shipping costs.
A 15% restocking fee may be deducted from approved non-EU discretionary refunds.
The 15% restocking fee does not apply to eligible EU 14-day cooling-off returns. For EU withdrawal returns, we may reduce the refund only where permitted by law, including if the returned item has been handled beyond what is necessary to inspect its nature, characteristics, or functioning.
EU Customers: 14-Day Cooling-Off Period
If your order is shipped to a customer in the European Union, you may have the right to cancel or return eligible items within 14 days without giving a reason.
The 14-day withdrawal period begins on the day you, or a third party designated by you other than the carrier, receives the goods. If your order is delivered in multiple shipments, the 14-day period begins when you receive the last item in the order.
To exercise this right, submit your request within 14 days of delivery of the last item by visiting:
https://account.silberhazestore.com
If you checked out with a phone number only and no email address, use the return link in your SMS order confirmation.
EU Return Timeline
| Customer request window | Submit the cancellation or return request within 14 days of delivery of the last item. |
| Return-after-notice timing | After submitting the request, send the eligible item back within 14 days. |
| Refund timing | We will issue the refund without undue delay and no later than 14 days after we receive the returned goods or receive proof that you sent the goods back, whichever is earlier. |
EU Return Shipping Responsibility
For EU cooling-off returns, the customer is responsible for the direct cost of return shipping unless we agree otherwise or the item is defective, damaged, or incorrect.
EU Refunds and Original Shipping
For eligible EU cooling-off returns, we will refund the price paid for the returned item and the original standard outbound shipping cost.
If you selected express, premium, expedited, or another upgraded shipping method, we will refund only the cost of the least expensive standard delivery option offered for your order. Premium shipping upgrades are not refunded.
Refunds will be issued to the original payment method unless otherwise agreed. Your bank, card issuer, or payment provider may take additional time to post the refund.
General Refund Timing
For approved non-EU returns, once your return is received and inspected, we will notify you whether the refund is approved.
Approved refunds will be issued to your original payment method within 10 business days, minus any applicable restocking fee.
If more than 15 business days have passed since your refund was approved, please contact us at hello@silberhaze.com.
Questions
For questions about returns, cancellations, refunds, or order issues, contact us at: