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

• Browse Sylvan Secrets' online catalogue to make your purchase. Select the item you wish to order, enter the quantity you desire, and click add to bag. Proceed to Checkout (if you do not have an account with Sylvan Secret, it will ask you to create an account).
• You can create your account with a mobile number or email address.
• When your order contains the items and quantities you wish to purchase, click on the "Checkout" link underneath your order.
• You will then be asked to provide your shipping and payment information. Please see the Payment Options available to you and choose the one that suits you.
• Once you have successfully made your payment, your order will be processed & shipped within our stipulated timelines. For more information, please see our Shipping Policy.

Payment Options

Sylvan Secrets is set up to take immediate online orders through the following modes of payment:

• Domestic and international credit cards issued by banks and institutions that are part of the Visa and MasterCard Network (We do not accept AMEX)
• Visa Debit cards

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

• We offer the 'Cash on Delivery' option for domestic orders exceeding INR 2,500. To guarantee the safety of your package, we adhere to stringent safety protocols in collaboration with our trusted courier partners.
• If you cannot be present at the time of delivery, kindly provide an alternative address or contact number of a trustworthy representative within 48 hours of placing your order. Please email the details to care@sylvansecrets.com to ensure a successful and timely delivery.
• If a ‘COD’ order is returned to us due to your unavailability or any other reason, we will only re-ship the same order if you convert it to a prepaid, post-delivery failure.
• If a customer refuses to a ‘COD’ order more than twice, they would not be eligible for ‘COD’ for all future orders. Subsequently, they can only place a prepaid order on the website.
• All claims for shortages (missing items) or damages must be reported to our customer service team within 48 hours of delivery. We request you email us at care@sylvansecrets.com within the time mentioned above. Sylvan Secrets will not be responsible for any claim concerning damages or missing products after 48 hours of delivery.
• Once an order is successfully placed, shipping/billing address changes cannot be made. Post-placement, no modifications are allowed. For further assistance, please get in touch with our Customer Care team via email at care@sylvansecrets.com or call us at +91 33 2640 0040 Monday to Friday, from 11:00 AM to 5:00 PM IST
• If a ‘COD’ order is to be cancelled, please inform our customer service team by emailing care@sylvansecrets.com with the order number on the same date you placed the order.

Pricing Policy

• The product prices listed are current and updated. However, they are subject to change without advance notice.
• All prices on this website are processed in Indian Rupees, and the prices are inclusive of all taxes.
• All orders are acknowledged at current pricing. We will bill at the price in effect at the time of shipping.
• Please note that all international shipping orders may be subject to local duties in the destination country, and customers must pay these charges locally. We regret to inform you that we cannot confirm these charges in advance and are not liable to cover them from our end.

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.

Shipping Policy

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 

• 10:00 AM – 6:00 PM Monday – Saturday. Excluding Sundays & public holidays.
• All deliveries require a signature upon receipt. Please provide an alternative person, such as a family member, colleague, or neighbour, for the signature if you are unavailable. However, the brand assumes no responsibility for goods an alternative person signs.
• Certain courier partners may request an OTP to complete delivery. This will need to be provided for the completion of delivery. OTP will be sent to the number inputted when placing the order.
• Sylvan Secrets is not responsible for damage after delivery.
• For all claims for shortages or damages must be reported to customer service within 48 hours of the day of delivery.
• Shipping and handling rates may vary based on product, packaging, size, volume, type and other considerations. The shipping and handling charges are given at check out; consumers will know about this before making payments.
• Sylvan Secret is solely responsible for complying with the export and customs laws of the country where the products are being shipped. The consignee must ensure compliance with the import and customs laws of the country to which the products are being shipped.
• For international orders: Customers should know that the number of products ordered may surpass the permissible limit set by their country for clearance upon arrival. It is the customer's responsibility to adhere to these limits when placing orders with the brand.
  
• Sylvan Secrets will handle the fulfilment of all international orders. However, it is the consignee's responsibility to ensure the entry of products into their chosen destination country and compliance with all relevant laws. This includes, but is not limited to, payment of Customs Duty Charge, Import Duty, VAT, and any other applicable government taxes upon arrival.
• In the event and for any reason whatsoever, an order does not get cleared by customs in the destination country, Sylvan Secrets may, at its sole and absolute discretion, consider a refund of the customer’s order amount after deducting the shipping costs, return duty charges and any other charges incurred by the Sylvan Secrets while processing the order and having the products shipped to the customer.
• Please confirm that your order and the products therein comply with and the delivery permissible under the laws of your country.

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:

• Complaint Order Number
• Invoice number
• Details of your request or complaint
• Images or videos to support the complaint with batch details are visible below, without which we cannot process the request.

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:

• Address of dispatch
• Name & Address of the customer
• Order number
• Contents of the package

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:

• Order number
• Product that is highlighted for quality issue
• Details of your Request
• Images or videos to support the complaint, along with an image of the back label of the product where the Batch details are visible

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:

• Address of dispatch
• Name & Address of the customer
• Order number
• Contents of the package

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.

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