Return Policy

Thank you for shopping with Sylvandoria. Providing premium pet essentials and ensuring your complete satisfaction remain our top priorities. Should an item fall short of your expectations due to a fulfillment mistake or a quality issue on our end, we urge you to contact our client success team right away at support@sylvandoria.com. Please include your specific order ID and the email address used during checkout. Carefully review our comprehensive resolution framework below.

To uphold the highest levels of sanitation, safety, and quality control across our Toys, Daily Supplies, and Pet Wardrobe categories, Sylvandoria strictly adheres to a final-sale policy. We do not accept standard returns or process elective exchanges for our pet accessories. The only authorized exceptions to this rule involve cases of verified factory defects, goods damaged during transit, or fulfillment mix-ups (such as being shipped the wrong item).

We stand firmly behind the integrity and durability of our pet products. If a delivery arrives with physical damage, structural imperfections, or logistical inaccuracies, please notify our support personnel before taking any other steps. We are fully committed to establishing a fair resolution.

Purchasers are required to inspect their pet supplies the moment they are delivered and must lodge any formal complaints within exactly 7 days of the confirmed delivery date. To ensure a rapid assessment of your situation, email support@sylvandoria.com with the following details:

• Your specific order number and the associated account email.

• A detailed written description outlining the exact problem or discrepancy.

• Clear, high-resolution photographs or a short video that unambiguously shows the damage, manufacturing flaw, or incorrect item.

Our compliance team will thoroughly review your submitted evidence. Corrective actions are evaluated on a case-by-case basis and may result in the dispatch of a free replacement, a partial financial credit, or a full refund.

When a monetary refund is granted as the solution to your claim, the approved amount will be credited directly back to the payment method utilized during the initial checkout. Please anticipate a processing timeframe of 7 to 12 business days for the reversed funds to appear on your bank statement. Be aware that exact posting dates are dictated entirely by your personal financial institution's internal processing speeds.

Sylvandoria does not support traditional item swaps (for example, exchanging a Pet Wardrobe item for a different size or color). Product replacements are strictly limited to merchandise that is proven to be defective or incorrectly dispatched, and they require prior validation through our official claims process.

Customers must absolutely never return merchandise to our corporate headquarters or global fulfillment centers without securing advance written consent from our support staff. Submitting a formal defect claim is an absolute requirement before any remedial action can occur.

Any packages shipped back to us independently without an authorized return mandate will be immediately refused. Consequently, Hongkong Medihold Limited assumes zero financial or custodial responsibility for such unauthorized shipments, and no refunds or replacements will be provided.

If you need additional help understanding these policies, our specialized support staff is always available. To expedite your inquiry, route all messages to our service desk and ensure your purchase credentials are attached. We are dedicated to ensuring the ultimate comfort and happiness of your pets.

• Brand Identity: Sylvandoria

• Corporate Entity: Hongkong Medihold Limited

• Official Headquarters: Unit 909, Prosperity Millennia Plaza, 663 King's Road, Quarry Bay, Hong Kong

• Support Email: support@sylvandoria.com

• Service Hotline: +1 (208) 907-7236