Refund policy

Refund and Return Policy

Last Updated: November 7, 2026

At Sirlene, we want every purchase to be a positive experience. If something isn't right with your order, we're here to help.

United Kingdom Returns

Customers in the United Kingdom have the following cancellation rights under applicable consumer protection laws:

- You have 14 days from the day after receiving your order to notify us that you wish to cancel your purchase.
- After notifying us, you have another 14 days to send the item back.
- You do not need to provide a reason for cancelling an eligible online purchase.
- We will issue your refund within 14 days of receiving the returned item or receiving evidence that it has been sent back, whichever happens first.

Refunds include the standard outbound delivery cost where required by law. Additional delivery charges for premium shipping upgrades may not be refundable.

You may handle an item as you reasonably would in a physical shop. We may make a lawful deduction if an item has been handled beyond what is necessary to establish its nature, characteristics and functioning.

Faulty or Damaged Products – UK

Under UK consumer law, eligible faulty, misdescribed or unsatisfactory goods may qualify for a full refund under the 30-day short-term right to reject.

After this period, repair or replacement rights and other statutory remedies may apply.

Nothing in this policy limits your legal rights.

United States Returns

For customers in the United States, Sirlene offers a voluntary 30-day return window for eligible non-faulty items, starting from the date of delivery.

To qualify:

- Items must be unused and unworn.
- Items must be returned in their original condition.
- Original packaging should be included where reasonably possible.
- Proof of purchase or an order number is required.

This voluntary return policy does not limit any additional rights available under applicable state or federal laws.

Damaged, Defective or Incorrect Orders

If you receive a damaged, defective or incorrect item, contact us as soon as possible.

Please include:

- Your order number.
- A description of the issue.
- Clear photographs where applicable.

We will review the issue and arrange an appropriate solution in accordance with applicable consumer laws.

Return Shipping Costs

For eligible change-of-mind returns, customers may be responsible for return shipping costs where legally permitted and disclosed.

For faulty, damaged or incorrectly supplied products, Sirlene will cover reasonable return costs where required by applicable law.

Refund Processing

Approved refunds will be sent to the original payment method.

Your bank or payment provider may require additional time to display the refunded amount.

Items That May Be Excluded

Certain products may be excluded from change-of-mind returns where a lawful exception applies, such as personalised goods or sealed hygiene products that are unsuitable for return once unsealed.

These exclusions do not affect statutory rights relating to faulty or misdescribed products.

How to Request a Return

Before sending an item back, please contact our customer support team.

Email: contact@sirlene.shop

Please use the subject line: Return Request – Order #[Your Order Number]

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