Refund policy

Return Policy - silouel.com

Last updated: May 11, 2026 

 

At Silouel.com, we want your shopping experience to be exceptional. This policy describes the conditions and steps for returning products purchased from our website, in accordance with Romanian (G.E.O. no. 34/2014) and European (Directive 2011/83/EU) legislation on consumer protection. 

 

1.  Legal Right of Withdrawal 

According to the legislation in force, as a consumer (natural person), you have the right to withdraw from the distance contract, without specifying the reasons, within 14 calendar days. 

The withdrawal period expires after 14 days starting from the day on which you or a third party, other than the carrier, indicated by you, come into physical possession of the products. 

 

2.  How to Exercise Your Right of Withdrawal 

To exercise your right of withdrawal, you must inform us of your decision through an unequivocal statement, sent by e-mail to the address: support@silouel.com. 

For this purpose, you may use the withdrawal model below, but its use is not mandatory. It is sufficient to clearly communicate your decision to us along with the specified data. 

 

Model Withdrawal Form 

To: InovaShop SRL, e-mail: support@silouel.com 

I hereby inform you of my withdrawal from the contract regarding the sale of the following products: 

 

Order Number: [Enter the order number] 

Products to be returned: [List the products you wish to return] 

Ordered on: [Enter the order date]   /   Received on: [Enter the receipt date] 

Name of the consumer: [Enter your name] 

Address of the consumer: [Enter your address] 

IBAN Account for refund: [Enter your IBAN] 

Date: [Enter the current date] 

 

3.  Consequences of Withdrawal and the Refund Process 

If you withdraw, we will refund any amount we have received from you for the order in question. 

 

Refund Deadline 

The refund will be made without undue delay and, in any case, no later than 14 days from the date on which we are informed of your decision to withdraw from this contract. 

 

Postponement of Refund 

We reserve the right to postpone the refund until the date we receive the products back. 

 

Method of Refund 

We will perform this refund using the same payment method as the one used for the initial transaction, unless you have expressly agreed to another method of refund; in any case, you will not be charged any fees as a result of such a refund. 

 

4.  Your Obligations When Returning Products 

 

Return Deadline 

You must ship the products back to the address below, without undue delay and, in any case, within a maximum of 14 days from the date on which you communicated the withdrawal. The deadline is met if the products are sent back before the 14-day period has expired. 

 

Return Costs 

You will have to bear the direct cost of returning the products. 

 

Condition of Products and Liability for Diminished Value 

You are responsible for the diminished value of the products resulting from handling other than what is necessary to determine the nature, qualities, and functioning of the products, including the unsealing of the products. The products must be returned in the condition in which they were received, with the original packaging, intact labels, and all accompanying documents and accessories. 

 

5.  Exceptions to the Right of Withdrawal 

According to Article 16 of G.E.O. no. 34/2014, the right of withdrawal does NOT apply to: 

 

  • Custom-made products or those made to your specifications. 

  • The supply of sealed products which cannot be returned for health protection or hygiene reasons and which have been unsealed by the consumer. 

 

This legal exception applies directly to many of our products. Therefore, we cannot accept returns for the following items if the hygiene seal has been broken, the packaging has been opened, or the product has been used: 

 

  • Cosmetic products: Any cream, serum, mask, or other cosmetic product. 

  • LED facial masks and other personal-use devices, microcurrent or radio-frequency devices: Any device that comes into direct contact with the skin. 

 

This policy is essential to ensure the safety and health of all our customers. 

 

6.  Defective, Damaged, or Incorrectly Delivered Products 

This section refers to your legal warranty rights, which are separate from the 14-day right of withdrawal. 

Please inspect your order upon receipt. If you receive a defective, damaged during transport, or incorrect item, please contact us immediately (within a maximum of 48 hours) at support@silouel.com, attaching clear photos of the problem and the order number. 

In these cases, we will evaluate the situation and arrange, as appropriate, for the replacement of the product or a full refund of the amount paid, including all transport fees (round-trip). 

 

7.  Return Address 

Please ship the returned products, properly packaged to be protected during transport, to the following address: 

 

InovaShop SRL 

Strada Corneliu Coposu, Nr. 171, Ap. 13 

Cluj-Napoca, Cluj, Romania 

For any additional questions, please contact us at support@silouel.com. 

 

 

 

 

 

COMMERCIAL SATISFACTION GUARANTEE — 60 DAYS 

Applicable exclusively to: SiloLift Series 1 – Thermal EMS Facial Device 

8.  What Is This Guarantee and Why Is It Special? 

SiloLift Series 1 is a device that comes into direct contact with the skin. For this reason, under Article 16(e) of G.E.O. no. 34/2014, this product is legally exempt from the standard 14-day right of withdrawal applicable to online purchases. Specifically: once the sealed packaging has been opened, the legal right of return can no longer be exercised, as products that cannot be returned for health protection or hygiene reasons and that have been unsealed by the consumer are excluded by law from this facility. 

 

Important: The 60-Day Commercial Satisfaction Guarantee is not a legal obligation — it is a voluntary, additional benefit offered exclusively by www.silouel.com. It allows you to test the device under real conditions, even after unsealing and use, and to request compensation if you are not satisfied with the results. 

 

This commercial guarantee is distinct from and independent of the 2-year legal warranty of conformity for technical defects, which applies separately and is governed by G.E.O. no. 140/2021 (see Section 12 below). 

 

9.  Who Is Eligible? 

The guarantee applies if all of the following conditions are met simultaneously: 

 

  • ✅  You are a final consumer (natural person) and you purchased the product directly from www.silouel.com. 

  • ✅  You have used the device regularly, in accordance with the instructions included in the packaging. 

  • ✅  Your return request is submitted exclusively within the window between Day 45 and Day 60 from the date of receipt of the parcel (date confirmed by the courier delivery document). 

  • ✅  The product is returned in the technical conditions described in Section 11. 

 

⚠  Requests submitted before Day 45 or after Day 60 from receipt of the product will not be processed under this guarantee. The 45–60 day window exists to ensure a reasonable and realistic testing period for the device. 

 

10.  What You Receive — Form of Compensation 

In accordance with Article 15 of G.E.O. no. 140/2021, any commercial guarantee creates a strict legal obligation under the conditions established by the guarantor. As guarantor, www.silouel.com establishes that, in the event of an approved request, the compensation awarded is: 

 

➡  A Store Credit Voucher equal in value to the purchase price of the product (excluding shipping costs), redeemable exclusively on www.silouel.com. 

 

  • ❌  This commercial guarantee does NOT include cash refunds to a bank account or card. Direct monetary reimbursement is explicitly excluded from the scope of this voluntary benefit. 

  • ❌  The voucher does not cover initial shipping costs, return shipping costs, or any other associated fees. 

  • ✅  The voucher is valid for 12 months from the date of issuance and may be used for any product available on the website. 

 

11.  Mandatory Technical Conditions for Return 

Although the guarantee covers used products, the returned device must meet all of the following conditions. Every returned product undergoes a technical inspection carried out by our team. If the product fails the inspection, the request will be rejected and the product will be returned at the customer's expense. 

 

The product must be returned: 

 

  • ✅  In perfect working order — all EMS and thermal functions of the device must operate correctly. 

  • ✅  Free from defects caused by abusive use, including: mechanical shocks, impacts, falls, deep scratches, or damage to the contact surface. 

  • ✅  Free from any traces of contact with water or liquids — the device is not waterproof; any internal or external corrosion or oxidation leads to automatic rejection of the request. 

  • ✅  With all original accessories included in the parcel (charging cable, conductive gel if originally included, user manual, etc.). 

  • ✅  In the original packaging, in a reasonable condition that allows protection of the device during transport. 

 

Note: Normal wear resulting from correct use of the device in accordance with the instructions does not constitute grounds for rejection of the request. 

 

12.  Return Shipping Costs 

  • ❌  The return shipping cost is borne entirely by the customer. We recommend using a courier service with delivery confirmation and insurance, to avoid any risk during transit. 

  • ❌  Products damaged in transit due to inadequate packaging by the customer will not be accepted. 

  • ❌  www.silouel.com is not responsible for parcels lost or damaged during the return shipment. 

 

13.  How to Initiate a Return Request Under the 60-Day Guarantee 

Follow the steps below, strictly within the Day 45 – Day 60 window: 

 

1.  Send an e-mail to: support@silouel.com 

Subject: "60-Day Satisfaction Guarantee – [Your Order Number]" 

2.  Include in the e-mail: 

Your full name, order number, and the date of receipt of the parcel. 

3.  You will receive within a maximum of 2 business days 

a reply with return instructions and the shipping address. 

4.  Ship the product 

within a maximum of 7 calendar days of receiving the instructions, with all accessories and in the original packaging. 

5.  After receipt and technical inspection 

(maximum 5 business days), you will receive the Store Credit voucher by e-mail. 

 

14.  Cases in Which a Request May Be Rejected 

Your request will not be approved if: 

 

  • ❌  It is submitted outside the Day 45 – Day 60 window. 

  • ❌  The product shows defects caused by improper use, shocks, contact with water, or unauthorised interventions. 

  • ❌  Original accessories or original packaging are missing. 

  • ❌  The product does not function as a result of damage caused by the customer (such situations may be subject to the separate legal warranty of conformity, evaluated independently). 

  • ❌  The product was purchased from another platform or through an unauthorised reseller. 

 

15.  Relationship with the Legal Warranty of Conformity (2 Years) 

This 60-Day Commercial Satisfaction Guarantee does not replace and does not limit your legal rights. If the product presents a technical defect of conformity (it does not function in accordance with its technical specifications), you have a separate right to remedy, replacement, or refund under the 2-year legal warranty of conformity, governed by G.E.O. no. 140/2021. The two mechanisms are independent and may be invoked separately, as appropriate. 

 

This Commercial Satisfaction Guarantee constitutes a unilateral, binding offer by www.silouel.com and produces legal effects under the conditions of Article 15 of G.E.O. no. 140/2021. The conditions may be modified for future purchases, without affecting orders for which the guarantee has already been activated. 

 

 

www.silouel.com  ·  support@silouel.com