Returns, Refunds & Warranty

This page sets out the conditions under which SilverOak Commerce LLC ("SilverOak") accepts returns, issues refunds, and honors the Limited Warranty. It forms part of our Terms of Service and does not affect any non-waivable consumer rights you may have under applicable state or federal law.

1. The 30-day satisfaction guarantee

You may return any SilverOak product within 30 days of the carrier-confirmed delivery date for a refund, subject to the condition tiers below. The 30-day clock starts the day the carrier marks the package "delivered" — not the day you opened it. Returns initiated after day 30 may be accepted at our discretion as store credit only.

2. Refund tiers

• Sealed and unused — 100% refund. Original packaging intact, factory seals unbroken, no signs of use. Refund equals the full purchase price including any tax you paid.
• Opened or used — 90% refund. A 10% restocking fee is deducted to cover hygienic inspection, sanitisation, replacement of consumables (filters, eye-shields, brush attachments), and FDA-compliant resale processing for personal-care electronics.
• Damaged by misuse, modified, missing parts, or beyond the 30-day window — not eligible for refund under the satisfaction guarantee. Warranty terms (Section 7) may still apply.

3. How to start a return

1. Email support@silveroakbeauty.com with the subject line "Return [order number]". Include the order number, the items you wish to return, the reason, and (for opened items) one photo of the device and packaging.
2. Within one business day we email you a prepaid USPS or UPS return label and an RMA (Return Merchandise Authorization) number. Returns received without an RMA are processed at our discretion.
3. Pack the items in the original box if possible, attach the return label to the outside, and drop the package at any USPS or UPS location.

4. Return shipping

SilverOak covers return shipping for all eligible returns within the contiguous U.S. For Alaska, Hawaii, U.S. territories, and APO/FPO/DPO addresses we provide a prepaid label and absorb the cost. Return shipping for non-eligible returns (e.g. requested after day 30, missing parts) is the customer's responsibility.

5. Refund processing time

• Refunds are issued to the original payment method within 3 business days of the return arriving at our Pittsburgh warehouse and passing inspection.
• Card refunds take an additional 5–10 business days to appear on your statement, depending on your bank.
• PayPal refunds typically appear within 1 business day.
• If you paid with store credit or a gift code, the credit is restored to your account within 24 hours.

6. Exchanges

We do not process direct exchanges. To swap a product, place a new order for the desired item and return the original for a refund using the process above. This is faster than an exchange and ensures you get the new device while the return is still in transit.

7. Limited 12-month warranty

Every SilverOak device is covered by a 12-month Limited Warranty starting on the date of delivery. The Warranty is non-transferable and covers the original purchaser only when the device was bought directly from silveroakbeauty.com or an authorized reseller.

What is covered:

• Failed or non-illuminating LEDs (PDT mask)
• Motor failure or abnormal noise (Multi-Styler)
• Charging port or power-supply failure
• Controller, sensor, or PCB defects
• Manufacturing defects in materials or workmanship

What is NOT covered:

• Cosmetic wear from normal use (scratches, scuffs, fading)
• Damage from drops, impact, fire, flood, or water immersion
• Damage from incorrect voltage, unauthorized chargers, or modification
• Consumable parts: brush bristles, filters, eye-shields, head straps
• Devices purchased from unauthorized third-party resellers (Amazon, eBay, Walmart Marketplace, etc.)
• Loss, theft, or commercial / salon use (the products are intended for personal household use)

8. How to claim warranty service

1. Email support@silveroakbeauty.com with the subject "Warranty [order number]". Include your order number, a description of the issue, and a short video or photo showing the defect.
2. Our technical team reviews within one business day. If the claim is approved we ship a replacement device within 2 business days at no cost.
3. For most defects we do not require the original unit back. If we do (e.g. for engineering analysis of a rare failure), we provide a prepaid label and ship the replacement the same day we receive the original.

9. Replacements

Warranty replacements are new or factory-refurbished units of the same model. If the original model has been discontinued we will substitute the current equivalent at our discretion. Replacements continue under the original 12-month Warranty period — they do not reset the clock.

10. Recalls and product-safety notices

In the unlikely event of a product recall or safety notice, we will email every affected customer using the email on file with the order, post a banner on the Site, and arrange a free return and replacement or refund as directed by the relevant regulator.

11. Your statutory rights

This Returns & Warranty Policy is in addition to, and does not affect, any non-waivable rights you have under U.S. state or federal consumer-protection law, including the Magnuson–Moss Warranty Act.

12. Contact

SilverOak Commerce LLC · 1023 Forbes Ave, Pittsburgh, PA 15219 · support@silveroakbeauty.com · (717) 592-0896 · WhatsApp (717) 592-0896.