We take our customer satisfaction very seriously. All of our products are tested for quality and manufactured according to the best practices in the world. We strive to provide the best customer support to ensure you are happy with your products.
During the checkout process, you will be given the complete terms of your purchase. Included in those terms is your understanding and acknowledgement related to the contents and ingredients of the products you have ordered. Your acceptance of the terms of purchase means you agree to and understand the refund policy.
We are committed to complete compliance with the US FDA regulations. These products have not been evaluated by the FDA, and we make no claims as to the benefits of any of our products. You are able to do independent research and draw your own conclusions and opinions as to any health benefits that these products might provide.
Refunds or replacement shipments will be made under the following circumstances Only:
DAMAGE DURING SHIPPING
All of our products are carefully inspected before leaving our warehouse. Please check your shipment carefully upon receipt to ensure it has not been damaged during shipping. The outer carton of the shipment will always receive some amount of wear and tear, but there are situations where the damage is severe enough to cause damage to the contents of the box, such that the product has become unusable. In these cases, please place your claim for damaged product within 72 hours of receipt. Please contact us and provide detailed information and photographs is possible related to the product damaged during shipping. Silver Shadow will either issue a refund for that product, or provide a replacement shipment per your request. Any Refunds due will be processed within 5 business days from the time of notification to Silver Shadow, and it will be made to the same payment method used for the order.
PRODUCT QUALITY COMPLAINT
If for any reason the product which you receive is defective due to manufacturing issues, please contact Silver Shadow within 2 business days Any Refunds due will be processed within 10 business days from the time Silver Shadow receives the product returned, and it will be made to the same payment method used for the order. Product quality complaint must be made within 5 days of purchase date. We will not return any product of raw materials. Why? We test every batch with Proverde labs 3rd party. We 100% know the quality and have the proof and chain of command to prove the batch and quality. You are expressly buying based on the Cofa presented.
RETURNING UNUSED, SEALED PRODUCT
Refunds will be issued for products which can be returned to our warehouse unused and still in their original sealed condition. Please email or call Silver Shadow for a Return Merchandise Authorization number. Instructions on returning the product will be given you at that time. The customer will be responsible for the return shipping cost. Restocking fees will be charged by Silver Shadow at 20% of purchase price Plus original shipping costs. Any Refunds due will be processed within 10 business days from the date of product return to Silver Shadow, and it will be made to the same payment method used for the order. In order to be eligible for a return or refund for any reason, the product must be returned within 5 days from original order date.
** THERE ARE NO REFUNDS FOR RAW OIL OR RAW ISOLATE Over 499 grams. 1/2 Kilo and Kilo purchases are custom order and once paid for there are zero returns for any reason due to the custom nature of the product your are purchasing. If you do not agree to this policy you are to not purchase from our website.
Product exchanges will not be accepted. You may return any unopened product for a full refund, and place an order for the new products you wish to purchase.
You may cancel an order at any time without penalty until the product is shipped. Once the product has been shipped, you will be responsible for following the procedures related to Returning Unused, Sealed Products. Any Refunds due will be processed within 7 business days from the date of the return of product to Silver Shadow, and it will be made to the same payment method used for the order. If the order is cancelled before shipment, the payment will be cancelled within 1 business day.
No refunds or exchanges will be issued for products which have been opened, unless there is a Product Quality issue related to that product that can be verified.
INTERNATIONAL SHIPMENTS REJECTED AT CUSTOMS
No refunds will be issued for products which are rejected for import at Customs of any country, unless they are returned to Silver Shadow in sellable condition. Ultimately the customer must take responsibility for ensuring legal compliance with the Customs enforcement agency of their country before ordering. If a shipment is returned to Silver Shadow for any reason, the product cost of the shipment will be refunded, but not the shipping costs.
Lead Time For Raw Materials Shipments Schedule
January through Aug: 7-10 business day lead time
Sept through December: 12-16 business day lead time due to harvest and extraction schedules at max production