Refund policy

At Silvergate, your satisfaction and happiness are our top priorities. We take great pride in the quality of our gifts and want to ensure your experience with us is nothing short of wonderful. While there are certain health and safety regulations we must follow, we are always here to help you find a solution that works.

 

Our 30-Day Guarantee

We want you to feel confident in your purchase. We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return or exchange.

 

Eligibility for Returns & Exchanges

To ensure the quality of our products for all customers, we ask that returned items meet the following criteria:

·       Items must be in the same condition as received, unworn, unused, and with all original tags attached.

·       Items must be in their original packaging.

·       A receipt or proof of purchase is required.

 

Important Safety & Quality Exceptions

While we strive to accommodate every request, some items are unfortunately not eligible for return due to health, safety, and customization reasons:

·       Perishable Goods: To comply with health and safety regulations, we cannot accept returns or exchanges on food, flowers, or plants.

·       Personal Care: Items such as beauty products cannot be returned.

·       Custom Orders: Personalized or special-order items are crafted just for you and are final sale.

·       Safety Hazards: We cannot accept returns on hazardous materials, flammable liquids, or gases.

·       Final Sale: Returns are not accepted on sale items or gift cards.

 

How to Start a Return or Exchange

We’ve made the process as simple as possible. To begin, please reach out to our team:

·       Email: gosilvergate@gmail.com

·       Phone: 1-647-768-8323

 

Shipping & Processing:

·       Returns should be sent to: 604-207 Shaughnessy Blvd, Toronto, Ontario, M2J1J9.

·       Please note that items sent back to us without first requesting a return cannot be accepted.

·       A 15% restocking fee applies to returns. Shipping charges are non-refundable, and return shipping is covered by the customer. If your return is accepted, we will provide a shipping label and detailed instructions to make the process easy for you.

Damaged or Incorrect Items

We want your gift to arrive perfectly! Please inspect your order as soon as it arrives. If an item is defective, damaged, or if you received the wrong item, contact us immediately. We will evaluate the issue and do everything in our power to make it right.

 

Refunds

Once we receive and inspect your return, we will notify you regarding the approval of your refund.

·       Approved Refunds: These are processed automatically to your original payment method (available to the original purchaser only) within 10 business days.

·       Timing: Please keep in mind that banks and credit card companies may take additional time to post the refund to your account.

If it has been more than 15 business days since your approval and you haven’t seen your refund, please reach out to us at gosilvergate@gmail.com so we can investigate for you.