10% off on first order above Rs. 1500.
Additional 5% off on your single order above Rs. 5000.
POLICIES
- Payment Options
- Cash on Delivery Policy
- Pricing Policy
- Payment Security
- What is a CVV/CVC?
- Out-of-stock
- Cancellation Policy
- Shipping Policy
- Covid Safety Measures Policy
- Returns & Refund Policy
Placing an order
Payment Options
Sylvan Secrets is set up to
take immediate online orders through the following modes of payment:
The complete list is available
at the time of Check Out and before making payments for purchases.
Please note that for Visa and
MasterCard, you must submit your 16-digit credit card number, card expiration
date, and a 3-digit CVV number (on the back of the card) when you make an
online transaction using your credit card. For American Express Cards, you must
give your 15-digit card number and a 4-digit code.
Cash on Delivery
Policy
Pricing Policy
Payment Security
All transactions at Sylvan
Secrets are protected by SSL (Secure Sockets Layer) and Secure Data Encryption
using a 1024-bit process. Any information you enter when transacting with
Sylvan Secrets is sent in a Secure Socket Layer (SSL) session and is encrypted
to protect you against unintentional disclosure to third parties. This is an
assurance that we follow the best security practices adopted by major online vendors,
where all payments are processed in real time for your security and immediate
peace of mind.
You can confirm your browser is
in secure mode during the 'Checkout' process by checking for the padlock icon
either at the bottom corner or at the end of the address bar in your browser window.
What is a CVV/CVC?
The Credit Verification Value
or CVV or the Credit Validation Code or CVC is an important security feature
that further reduces the risk of Internet fraud. This number never appears on
sales receipts or billing statements and is only found on the physical card. We
ask you to enter the CVV/CVC code during your transaction to make sure that the
card is, in fact, in your possession. The CVV/CVC is a 3 or 4-digit code
embossed or imprinted on the reverse side of your credit card in the signature
area.
Out of stock Items
We apologise for the
inconvenience this may cause. If your ordered item is out of stock, we
will contact you within two business days to discuss how you would like the
order to be handled. Sylvan Secrets does
not engage in back orders, meaning we do not accept orders for items we cannot fulfil
immediately.
Cancellation Policy
If you wish to cancel your
order, you can email us at care@sylvansecrets.com
within 24 hours of placing the order. You can also call our Customer Care at
+91-33 2640 0040 (Timings: 11.00 am - 5 pm IST) within 24 hours of placing the
order. Once orders have been dispatched, they cannot be cancelled. In case of order
cancellation within the timeline, you will be charged 5% as payment gateway
charges, and the balance will be refunded to the cardholder and credited
through the same payment instrument in 7-10 working days or per the Bank’s
guidelines.
Purchases are shipped from our respective warehouses
by reputed logistics service providers. Please allow the following days for
delivery from receipt of your order.
Domestic
orders – All orders are
processed within one business day (except for Public Holidays & Sundays).
You can expect delivery of the order within 3-5 business days.
For
International orders – All orders
are processed within one business day (except for Public Holidays &
Sundays).
We
offer free international shipping for all orders valued at 100 USD and above.
For orders of less than 100 USD, there is a flat shipping charge of 20 USD.
Order Deliveries Will Be Made
Between
Returns & Refund
Policy
If you claim a leakage in the
product or if it was damaged during the delivery process, please send us an
email with the following details within 48 hours of the delivery date. We will
issue a product exchange for any returned product in a saleable and undamaged
condition, in its original packaging and can be verified to be damaged/ faulty.
Please allow one to three weeks from the day you return your package for your
exchange request to be fully processed and closed.
Please write to us within 48
hours of receiving the product that you would like to exchange or refund at care@sylvansecrets.com with the
following details:
o
In case the product is not sealed/leaked/ broken
products –clear images or video of the non-sealed/ leaking/ broken products
along with clear images or video of spillage (if any), mono-carton and outer
packaging images too. Please also send images to show that the seal has been
tampered with if that is the claim along with the above.
o In
case the product received is empty or the volume of the product is less, or the
product is missing in the package, or a wrong product has been delivered- clear
images or video of the empty/ faulty/ product with less volume/ or product
missing/ or wrong product delivered along with clear images or video of
spillage (if any wherever applicable), mono-carton and outer packaging images
too.
o In
case the internal packaging and the outer packaging received are very dirty-
clear images or video of the complete open package received along with clear
images or video of the mono-carton and outer packaging
o Mono
carton refers to the Sylvan Secrets box/packaging the individual product comes
in, while outer packaging refers to the larger box the entire order is shipped
in. Images of both are required to process claims.
Once all the details are
received, our team will take 3 to 5 working days to revert to the complaint/
query/ issue. If an exchange is approved for your complaint, you will be
informed with an authorisation number and a reverse pick-up of the product will
be arranged. In the case of a product refund, once your request is approved,
the refund will be reflected in your account within 10-15 days, and you will be
sent an email confirming the same.
All products to be exchanged
must be sent back to us packed in the same packaging as it was received in and
physically accompanied in the reverse pick-up by the original receipt and a document
that states the following:
Please also email this document
and share an image of the reverse pick-up consignment (inside and outside
packaging) with our Customer Care representative, whom you have been in touch
with by email.
Once our warehouse team
receives the package, the exchange order will be processed within 24 hours. You
will then be informed of the new consignment tracking details.
Please note orders for Gift
boxes are not applicable for exchange or refund here.
Sylvan Secrets is
not responsible for damage after delivery.
Product Quality-Related
Complaints
Regarding a product quality
concern, please email us at care@sylvansecrets.com
within
seven days of receipt of the product and with the following details. We shall
take 24 to 48 hours to review the email and revert:
In
the case of a quality issue highlighted, our team will first connect you with
an in-house Ayurvedic Doctor within two working days. Depending on the nature
of the complaint, the conversation with our doctor and their analysis of the
situation, our customer team representative will then request to have the
product sent back to our factory for a quality assessment; the quality report
will then be available post seven working days from receiving the product for
quality check.
All products to be shared for
inspection must be physically accompanied in the reverse pick-up by the
original receipt and a document that states the following:
Please also email this document
and share an image of the reverse pick-up consignment (inside and outside
packaging) with our Customer Care representative, whom you have been in touch
with by email.
If the product passes the test
and matches the complaint, we shall initiate the return/exchange process within
seven days of the consignment being received by our quality inspection team.
The overall quality inspection process, starting from pick-up to the final
response, would involve a time of 3 weeks minimum.
Damages due to neglect,
improper usage or wrong application will not be covered under our
Exchange/Returns Policy. Exchange of product due to allergic/skin reactions is
not applicable. Product exchange requests based on personal preferences, such
as disliking the product, fragrance, or colour, will not be considered without
supporting evidence of quality issues with the product itself.
No cash refunds are permitted.
Worldwide Copyright © Sylvan Secrets
(brand owners Sylvan Secrets). All worldwide rights reserved.