You can cancel a pre-order for a full refund at any time before it ships, return unused SILV3R products within 30 days of delivery, and defective items are covered for six months.
01 Cancelling a pre-order
Every order is currently a pre-order that ships within 6 months of the order date. Until your order is dispatched:
- You may cancel at any time, for any reason, by emailing support@silv3r.site with your order number.
- We refund the full amount you paid, including shipping, to your original payment method within 10 business days of your cancellation.
- If we cannot dispatch within 6 months of your order, we will tell you before that date and you may cancel for a full refund.
Once your order has shipped, the returns policy below applies.
02 30-day returns
If you change your mind after delivery, you may return any product within 30 days of the date it was delivered, provided that:
- It is unused and in the same condition you received it.
- It is in its original packaging, with all parts included: frame, lenses, screws, Silver Driver, TC-30 case and inserts, as applicable.
- Lenses are unscratched and free of fingerprints, smudges or marks from fitting.
- You include your order number.
Kits must be returned complete. We cannot accept a partial return of a Base Kit or Travel Kit.
03 Your statutory cooling-off rights
Our policies are more generous than the law requires, and they do not limit your statutory rights:
- Under section 44 of the Electronic Communications and Transactions Act (ECTA), you may cancel an online purchase without reason or penalty within 7 days of receiving the goods.
- Under section 16 of the Consumer Protection Act (CPA), if you bought as a result of direct marketing, you may cancel within 5 business days of the sale or delivery, whichever is later.
In both cases the only charge you carry is the direct cost of returning the goods to us.
04 Defective or incorrect items
If a product arrives damaged, is not what you ordered, or develops a defect within six months of delivery, you are entitled under the CPA to choose a repair, a replacement or a refund. See our Warranty & Care page for details. We cover the return shipping in these cases.
Please report damage in transit or a wrong item within 7 days of delivery, with photos, so we can resolve it quickly with the courier.
05 What we cannot accept
- Items that have been worn, used or show signs of wear.
- Lenses that are scratched, marked or have been damaged during fitting.
- Products damaged by misuse, accidents, over-tightening of screws or unauthorised modification.
- Returns received more than 30 days after delivery, unless the item is defective.
- Gift cards.
06 How to return an item
- Email support@silv3r.site with your order number, the item you are returning and the reason.
- We will reply with a return authorisation and the return address. Please do not send items back without one.
- Pack the item securely in its original packaging inside a protective outer box or mailer.
- Send it with a tracked service and email us the tracking number. We are not responsible for returns lost in transit without tracking.
07 Return shipping costs
You pay the cost of returning items you no longer want. If the item is defective, damaged on arrival or incorrect, we pay the return shipping and the cost of sending you a replacement.
Original shipping fees are refunded only when the return is due to our error or a defect, or when you cancel a pre-order before dispatch.
08 Refunds
Once your return arrives, we inspect it and email you to confirm whether it is approved. Approved refunds are issued to your original payment method through Paystack within 10 business days of approval. Your bank or card issuer may take a few additional days to show the credit.
All refunds are made in South African rand (ZAR). For international orders, the amount you see may differ slightly from what you paid because of exchange rate changes and bank fees, which are outside our control. Customs duties and import taxes are not refundable by us.
09 Exchanges
Before dispatch, you can change your pre-order (for example a different lens colour) by emailing us. After delivery, the quickest way to get a different product is to return the original for a refund and place a new order. If the item is defective, we will happily send a direct replacement.
10 Questions
Email support@silv3r.site with your order number and we will help.