Effective Date: October 20, 2026

Company: Dumax LLC

Company Address: 75 E 3rd St, Sheridan, WY 82801, United States

Website: https://thesylvio.com/

Email: thesylvio.support@gmail.com

1. Overview

This Refund and Return Policy explains how refunds, returns, replacements, and order cancellations are handled for products purchased through https://thesylvio.com/ (the "Website"). The Website is operated by Dumax LLC, which conducts business under the trading name "Sylvio" ("Sylvio," "we," "us," or "our").

This Refund and Return Policy forms part of our Terms of Service. Nothing in this Refund and Return Policy limits any rights you may have under mandatory consumer protection laws that apply to you.

2. 30-Day Money-Back Guarantee

Products purchased directly through the Website are covered by our 30-Day Money-Back Guarantee. If you are not satisfied with your purchase for any reason, you may request a refund within 30 days from the delivery date shown in the carrier tracking information for your order.

If tracking information does not show a delivery date, the 30-day period is calculated from the latest estimated delivery date provided for your order.

You may use the product during the guarantee period. A refund request is not rejected solely because the product has been worn or used in accordance with its instructions.

3. How to Request a Refund

To request a refund, contact us at thesylvio.support@gmail.com and include:

•        your order number;

•        the name and email address used to place the order;

•        the product and quantity the request relates to;

•        a brief description of the reason for your request;

•        photos of the product and packaging, if the request relates to a damaged, defective, or incorrect item.

We aim to respond to refund requests within 2 business days. We may ask for reasonable additional information needed to locate your order or review your request.

4. Returns

In many cases, you will not need to send the product back. However, we may require the product to be returned before a refund is issued. If a return is required, we will tell you when we respond to your request and provide return instructions and a return address.

Where a return is required:

•        please do not send products back without first contacting us, as returns sent without our instructions may not be accepted;

•        the product should be shipped within 14 days after you receive our return instructions;

•        all units included in the refund request should be returned together, including any units received free of charge as part of a promotional offer;

•        the product may be returned in used condition, provided it is complete and has not been intentionally damaged or altered;

•        we recommend using a trackable shipping service, as we cannot issue a refund for a return shipment that does not reach us.

If a return is required for reasons other than a damaged, defective, or incorrect item, return shipping costs are your responsibility. If the item is damaged, defective, or incorrect, we will either cover the return shipping costs or not require a return.

5. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If you receive a damaged, defective, or incorrect item, contact us at thesylvio.support@gmail.com within 14 days of delivery. Please include your order number and photos of the product and packaging, so that we can review the issue and, where relevant, file a claim with the carrier.

Once the issue is confirmed, we will, at our option, send a replacement at no additional cost or issue a full refund for the affected item, including any shipping charges paid for it. If a replacement is not available, we will issue a refund.

Requests submitted after this 14-day period but within 30 days of delivery will be handled under our 30-Day Money-Back Guarantee. This does not affect any statutory warranty or legal guarantee rights that apply to you.

6. Refund Amount

The refund amount is calculated as follows:

•        Product price. We refund the price you actually paid for the units included in your request, together with any sales tax charged on them.

•        Bundle and promotional orders. Where units were purchased together under a bundle, multi-unit discount, or "buy one, get one" offer, the total price paid is allocated proportionally across all units in the order. For example, if two units were purchased together for a single promotional price, each unit is valued at half of that price. Units received free of charge are included in this allocation.

•        Shipping charges. Original shipping charges are non-refundable, except where the refund results from a damaged, defective, or incorrect item, or from our error.

•        Customs duties and import taxes. Duties, import taxes, and clearance fees paid to carriers or customs authorities are not collected by us and cannot be refunded by us. You may be able to reclaim these charges from the carrier or customs authority.

•        Currency conversion and bank fees. Currency conversion charges and foreign transaction fees applied by your bank or payment provider are not refundable by us.

7. Refund Processing

Approved refunds are issued to the original payment method used for the order, through the payment processor that handled the payment (Shopify Payments or PayPal). Refunds are issued in U.S. dollars (USD).

We process approved refunds within 5 business days after approval or, where a return is required, within 5 business days after we receive and review the returned product.

After a refund has been processed, it may take up to 10 business days for the funds to appear in your account, depending on your bank or payment provider. If you have not received your refund within 15 business days after we confirm that it has been processed, please contact us at thesylvio.support@gmail.com.

If your payment method is denominated in a currency other than USD, the amount credited to your account may differ from the original charge because of exchange rate changes.

8. Order Cancellations

You may request cancellation of an order by contacting us at thesylvio.support@gmail.com as soon as possible after placing it. We can cancel an order only if it has not yet been processed for fulfillment or shipped. If we are able to cancel your order, we will issue a full refund, including any shipping charges paid.

Once an order has been processed for fulfillment or shipped, it can no longer be cancelled. After delivery, you may request a refund under our 30-Day Money-Back Guarantee.

If a shipment is refused, not collected, or returned to us because of an incorrect or incomplete address provided at checkout, we will refund the product price once the shipment is returned to us. Where permitted by applicable law, original shipping charges and return-to-sender costs may be deducted from the refund.

9. Lost or Undelivered Orders

If your order has not arrived, please contact us within 30 days after the latest estimated delivery date. We will investigate with the carrier and, where the carrier confirms that the shipment was lost or where no delivery is recorded after a reasonable investigation, we will reship the order or issue a refund, at our discretion.

If carrier tracking shows that your order was delivered but you have not received it, please contact us and we will help you submit an inquiry with the carrier. Except where required by applicable law, we are not responsible for packages that are lost or stolen after carrier tracking confirms delivery to the address provided. Additional information is provided in our Shipping Policy.

10. Exclusions and Limitations

We may decline a refund request where:

•        the request is submitted more than 30 days after delivery;

•        the product was not purchased directly through the Website;

•        the product has been intentionally damaged or altered;

•        a return was required and the product was not returned as instructed;

•        a chargeback or payment dispute has already been opened for the same order;

•        we reasonably determine that the request is fraudulent or abusive, including repeated claims inconsistent with normal use.

These limitations do not apply to the extent they would restrict rights you have under mandatory consumer protection laws.

11. Chargebacks and Payment Disputes

If you have a concern about an order or a charge, please contact us first at thesylvio.support@gmail.com. Most issues can be resolved more quickly through our customer support than through a payment dispute.

If a chargeback or payment dispute is opened for an order, the refund will be handled through the dispute process with your bank or payment provider, and we will not issue a separate refund for the same amount. More information is provided in our Terms of Service.

12. Right of Withdrawal for EU and UK Consumers

If you are a consumer residing in the European Union or the United Kingdom, you have a statutory right to withdraw from your purchase within 14 days without giving any reason. This right applies in addition to our 30-Day Money-Back Guarantee, and you may rely on whichever is more favorable to you.

Withdrawal Period

The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier designated by you, acquire physical possession of the goods. If you ordered multiple goods in one order and they are delivered separately, the period expires 14 days after you acquire physical possession of the last item.

How to Exercise the Right of Withdrawal

To exercise the right of withdrawal, you must inform us of your decision by a clear statement sent by email to thesylvio.support@gmail.com. You may use the model withdrawal form at the end of this Refund and Return Policy, but this is not required. To meet the withdrawal deadline, it is sufficient to send your notice before the withdrawal period has expired.

Effects of Withdrawal

•        You must send back the goods without undue delay and no later than 14 days after the day on which you inform us of your withdrawal. We will provide the return address when we confirm your request.

•        You bear the direct cost of returning the goods.

•        We will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days after the day on which we are informed of your decision to withdraw. If you chose a delivery method more expensive than the least expensive standard delivery we offer, we are not required to reimburse the additional cost.

•        We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.

•        We will use the same means of payment that you used for the original transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.

•        You are liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics, and functioning.

13. Changes to This Refund and Return Policy

We may update this Refund and Return Policy from time to time. The updated version will be posted on this page with a revised Effective Date. Orders are governed by the version of this Refund and Return Policy in effect at the time the order is placed.

14. Contact Us

If you have any questions about this Refund and Return Policy, please contact us:

Company: Dumax LLC (trading as Sylvio)

Company Address: 75 E 3rd St, Sheridan, WY 82801, United States

Website: https://thesylvio.com/

Email: thesylvio.support@gmail.com

Model Withdrawal Form

(Complete and return this form only if you are a consumer in the European Union or the United Kingdom and wish to withdraw from your purchase.)

To: Dumax LLC (trading as Sylvio), 75 E 3rd St, Sheridan, WY 82801, United States, thesylvio.support@gmail.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

Ordered on / received on:

Order number:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is submitted on paper):

Date: