Returns and guarantees

Start the request

Open the order in Workspace or contact support. Do not send the product to a wholesaler address shown on a carrier label: we will provide the correct return instructions for that order.

Right of withdrawal

For eligible consumer distance purchases made by a private individual, tell us within the statutory period: 14 calendar days without giving a reason. This statutory withdrawal right does not apply to business or professional purchases. Where an order arrives in several parcels, that period normally starts when you, or a person you nominate, receive the last parcel. After notification, return the goods within the legal time limit. Unless we state otherwise or the goods are defective or incorrect, the direct return transport cost is borne by the customer.

Model withdrawal form

You may use this form or any other clear statement. Sending it through the order in Workspace creates a traceable request; we acknowledge it and provide the applicable return instructions.

Refund

We refund eligible payments, including the legally required standard outbound delivery amount, using the original payment method. The refund may be withheld until the goods are received or you provide sufficient evidence of dispatch, as permitted by law.

Defective, damaged or incorrect goods

Report the issue promptly with the order reference and useful evidence. Silurian coordinates the remedy and the necessary transport. Applicable mandatory conformity remedies may include repair, replacement, price reduction or termination of the contract.

Condition and exceptions

You may inspect a product as you would in a shop. Diminished value caused by unnecessary handling may be deducted where legally permitted. Statutory exceptions to withdrawal apply to certain categories; any relevant exception is disclosed before purchase.