FAQ

  • Can I return my order? Yes, you can, with most products we are very easy to deal with when it comes to returns/refunds. You do not have to provide any reason for doing so. We would even accept the reason 'just because'. 

    You have 30-days to return your product. And yes, the 30-days will only start counting from the day you have received your order of course. If you wish to return your product, please make sure the product is not used and contact our customer service support to get the correct return address. 

  • How will my order arrive? You will receive your order via Standard Shipping. The size and weight of your online purchase are factors that help us determine the most efficient delivery method. Free Shipping – We ship items via courier or mail (e.g. UPS, FedEx, or USPS, ePacket). Items may require assembly. You’ll receive a notification as soon as the order ships.
  • How do I know when my order will arrive? For Standard Shipping items arriving via our standard shipping couriers: a tracking notification will be emailed to you as soon as the order leaves our warehouse. The email contains information on how to track your order until it arrives. You can track down your order on our website
  • Can orders be shipped worldwide? Yes, all of our orders qualify for international delivery.
  • What if my order arrives damaged? If your Standard Shipping item arrives damaged, please contact Customer Care within 24 hours, and we will replace the item.
  • How long does it take for refunds to show up on my credit card? After we receive the returned goods, it takes 3–5 business days (not including weekends and holidays) for a refund to be credited back to your card.

Note:

  • Products on sale can not be refunded for money and can only be returned for another product and/or for store credit.
  • Products that are being used for your private areas, can't be returned due to hygienic reasons.
  • If your product is on sale, but it does have a money-back guarantee on it? No worries, you can still claim your money back if you meet the money-back guarantee terms.
  • If you have an X days money-back guarantee, we will not start counting until you have actually received the product, so no worries about that, you will have a fair amount of time to test out your product.

 

Returns

Results will vary greatly from person to person due to several factors including; skin tone, hair color, hair growth cycles, frequency of use, and the way your body responds to IPL. We here at Silktouch PRO are confident that you will achieve some amazing results at home, but if not, we do offer a 120-day money-back guarantee so you can get smooth, hairless skin without the worry! 

Silktouch™ PRO has a 12-month product warranty for anything that may go wrong with your handset. 

If your product is defective and you require a replacement, simply follow these instructions:

  1. Take a clear video of the defect
  2. Email support@silktouch.zendesk.com with a sentence about the defect and your video attached
  3. Once approved, send back your product as directed with all contents it came with
  4. A replacement of your product will be processed once we have received the defective one

    You have 12 months from the date ordered, to process a warranty application.

    Applications that do not meet these criteria will not be approved for a return.

    Once approved, we will instruct you where to send the device back, after we have received the device, we will send you a new one back. We do not refund any orders. We have the right (just as stated in our terms of service) to reject any refund and/or return request. Even if it is due to a medical condition.

    You will be responsible for paying for your own shipping costs for returning your item and any customs fee. Shipping costs are non-refundable.

    Depending on where you live, the time it may take for your exchanged product to reach you.

    Consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

    The customer MUST NOT return their order to the return address on the package, contact your customer service support to get the right return address. We will not be responsible in case the customer sends back their order to the wrong address.

     If you can not use this device due to a medical condition, contact our support within 24 hours of ordering, and we will look into it. However, we are allowed to reject any refund and/or return request.

    Money-Back Guarantee

    For the MANSCAPE 4.0 Trimmer:

    There are no strict requirements for this product. If you are not satisfied with the product, simply contact us withing 30-days after receiving your order, and we will approve your refund request and send the return address.

    If your refund request is approved, we will refund you 100% of the money paid for the device once the product has been returned at our warehouse.

    The refund does not include return postal charges. The process of sending the product back to us once the refund is approved by our team is the full responsibility of the claimant, including any customs fees. 

    We recommend choosing trackable mail to return the device. We cannot guarantee the product will reach our warehouse unless tracked. 

    *Please note that we also need 2 business days to process the return once the product has arrived at our warehouse.

    For all our IPL Hair Laser Removal Devices:

    Each of our customers can make sure that the Silktouch PRO is a perfect IPL hair removal device without any risk. Making an order, you can count on a 120-day money-back guarantee. 

    If for some reason you are not happy with our device, you can return it and get a full refund.

    Here are the terms and conditions you should read, understand, and accept to claim for a money-back guarantee. 

    1. A money-back guarantee is valid only on the Silktouch PRO device.
    2. You should use the Silktouch PRO device for at least 120 days, but less than 120 days from the delivery date to be eligible to claim for refund.
    3. The minimum number of treatments you should complete is 12 or more.
    4. You are also required to take and send us a photo of the area (areas) you are treating before each session. If you think there is no progress in hair removal, send these 6 photos at support@silktouch.zendesk.com and write us the number of your order.

    Please make sure that all your pictures have valid time and date stamps.

    1. Then wait until we review your application and inform you about our decision.
    2. Note that money-back guarantee applications submitted after 120 days from the delivery date of your Silktouch PRO device will not be considered. We can create exceptions, we are not very difficult when it comes to that 
    3. Claims that do not satisfy our return criteria will not be refunded. Incomplete or illegible applications will not be approved for the refund, either.
    4. If your application is approved, we will refund you 100% of the money paid for the device once the product has been returned at our warehouse. *

    Keep in mind that the main determining factor of successful IPL hair removal is using your device as advised and for the recommended period.

    Those who are inconsistent with their hair removal treatments and do not follow our recommended rules of use may get unsatisfactory results. We cannot control how correct and how often you use your device.  

    Please ensure that you have thoroughly read and understood the detailed User Guide before claiming for the refund. If your Silktouch PRO device has not been used correctly, we cannot approve your application.

    We reserve our right to decline the refund if we are not satisfied with the photo evidence you have provided. 

    The refund does not include return postal charges. The process of sending the product back to us once the refund is approved by our team is the full responsibility of the claimant, including any customs fees. 

    We recommend choosing trackable mail to return the device. We cannot guarantee the product will reach our warehouse unless tracked. 

    *Please note that we also need 2 business days to process the return once the product has arrived at our warehouse.

    Are you FULLY SATISFIED with the results? Don’t hesitate to share your Before/After pictures with us. We would be happy to see them and give you a pleasant surprise :)

    Please send your photos and the number of your order at support@silktouch.zendesk.com and wait for a gift and/or even a (full) refund from our team! Depending on the quality of your video, we can also offer a full refund + extra some cash.