Refund policy
Thank you for shopping with Syvell. We want you to feel comfortable giving your purchase a real try, and if it turns out not to be right for you, we'll make the return as simple as we can.
This policy applies to purchases made through syvell.com or another storefront operated directly by Syvell, delivered within the fifty United States and the District of Columbia. Effective 7/24/2026.
At a Glance
- Items priced at $150 or more may be returned within 90 days of delivery, and return shipping is free with a prepaid label from us.
- Items priced under $150 may be returned within 30 days of delivery. Return shipping for these items must be covered by the customer, unless the item arrived defective, damaged, or incorrect.
- Anything that arrives defective, damaged, or incorrect is always eligible for a free return and a full refund.
- Refunds are issued to the original payment method within 5–7 business days of the return reaching us.
An item's price means the amount actually paid for it after any discounts, as shown on the order confirmation.
The 90-Day Guarantee
Light therapy rewards a little patience. Results build over weeks rather than days, so purchases of $150 or more come with a full 90 days from delivery to make your device part of your routine and see how your skin responds.
Ordinary use is completely expected, and a device does not need to stay sealed or unused to be returnable. If it turns out not to be the right fit, we'll gladly take it back.
30-Day Returns on Everything Else
Items under $150 may be returned within 30 days of delivery. Return shipping for these items must be covered by the customer, unless the item arrived defective, damaged, or incorrect; in that case, the return is on us.
So that every customer receives a factory-sealed product, topicals, gels, serums, and other consumables can be accepted back only when unopened, with the seal intact.
How to Return
- Email support@syvell.com with your order number. If you'd like to tell us why it didn't work out, we genuinely value the feedback, but it's never required.
- We'll send back your return authorization and the return address within one business day, along with a prepaid return label whenever your return qualifies for free return shipping.
- Pack up everything that came with the item. For the Syvell Aura, that's the mask, controller, and cable. Drop it off.
- Please ship within 14 days of receiving your authorization so the return can be matched to your order smoothly.
- Once it reaches us, your refund goes to your original payment method within 5–7 business days. Banks sometimes take a few extra days to post it.
Free Gifts and Bundles
Free gifts, including the Jade Gua Sha Set, are yours to keep, with our thanks, either way.
If part of a bundle is returned, the refund equals the bundle price minus the current standalone price of the items kept.
Exchanges
The quickest way to exchange is a return plus a fresh order: return the original item under this policy, and place the new order whenever you're ready.
A Few Small Things
- Return windows run from the carrier-confirmed delivery date.
- Return shipping can only be refunded when it's arranged through our label.
- As long as an item comes back in usable condition with its components, you're covered; ordinary use is completely expected. A damaged or incomplete return may be refunded in part.
- Original shipping charges, where any apply, are refunded for items that arrived defective, damaged, or incorrect.
- Refunds are issued to the original payment method.
- Please wait for a return authorization before shipping anything back; returns are matched and processed through the address provided with the authorization.
- Purchases made outside a Syvell-operated storefront follow that seller's return policy.
This policy works alongside the Syvell Limited Warranty. Where both apply, the choice of which to use is yours.
Contact
Questions about a return? Email support@syvell.com and a member of our small team will get back to you within one business day. We're always happy to help.