We take our customer satisfaction very seriously. All of our products are tested for quality and manufactured according to the best practices in the world. We strive to provide the best customer support to ensure you are happy with your products.
During the checkout process, you will be given the complete terms of your purchase. Included in those terms is your understanding and acknowledgement related to the contents and ingredients of the products you have ordered. Your acceptance of the terms of purchase means you agree to and understand the refund policy.
We are committed to complete compliance with the US FDA regulations. These products have not been evaluated by the FDA, and we make no claims as to the benefits of any of our products. You are able to do independent research and draw your own conclusions and opinions as to any health benefits that these products might provide.
Replacement shipments will be made under the following circumstances Only and at the sole decision of how by Silver Shadow Ventures, LLC:
DAMAGE DURING SHIPPING
All of our products are carefully inspected before leaving our warehouse. Please check your shipment carefully upon receipt to ensure it has not been damaged during shipping. The outer carton of the shipment will always receive some amount of wear and tear, but there are situations where the damage is severe enough to cause damage to the contents of the box, such that the product has become unusable. In these cases, please place your claim for damaged product within 24 hours of receipt. Please contact us and provide detailed information and photographs is possible related to the product damaged during shipping. Silver Shadow will either issue a refund for that product, or provide a replacement shipment per your request. Any Refunds due will be processed within 5 business days from the time of notification to Silver Shadow, and it will be made to the same payment method used for the order.
PRODUCT QUALITY COMPLAINT
If for any reason the product which you receive is defective due to manufacturing issues, please contact Silver Shadow within 2 business days Any Refunds due will be processed within 10 business days from the time Silver Shadow receives the product returned, and it will be made to the same payment method used for the order. Product quality complaint must be made within 5 days of purchase date. Silver Shadow reserves the right to decide to replace the product or refund money for any quality controlled issue order.We will not return any product of raw materials. Why? We test batches at random with a 3rd party. We 100% know the quality and have the proof and chain of command to prove the batch and quality. You are expressly buying based on the Cofa presented.
RETURNING UNUSED, SEALED PRODUCT
Refunds will be issued for products which can be returned to our warehouse unused and still in their original sealed condition. Edible and tinctures are not allowed refund for any reason Please email or call Silver Shadow for a Return Merchandise Authorization number. Instructions on returning the product will be given you at that time. The customer will be responsible for the return shipping cost. Restocking fees will be charged by Silver Shadow at 25% of purchase price Plus original shipping costs. Any Refunds due will be processed within 10 business days from the date of product return to Silver Shadow, and it will be made to the same payment method used for the order. In order to be eligible for a return or refund for any reason, the product must be returned within 5 days from original order date.
Shipments. The Products will be delivered by Supplier to Buyer in accordance with the terms of each Purchase Order. The Products will be suitably packaged in accordance with the SOW. Buyer will pay for all freight, insurance and other shipping expenses. Title and risk of loss will pass to Buyer upon Shipment of the Products. Supplier will use commercially reasonable efforts to deliver the Products on the agreed-upon delivery dates and notify Buyer of any anticipated delays. Silver Shadow Ventures, LLC, will not be held responsible for shipping company’s failure to deliver products. Both parties “Supplier” and “Buyer” will be required to report and file theft, loss, damage goods within 72 hours of the delivery day with corresponding Shipping company. Supplier is not responsible for any customs issues and is not held responsible for good once they have left the suppliers facility. Supplier shall maintain all such books and records for a period of five (2) years after shipment of the Products.
- Product Acceptance. The Products delivered by Supplier will be inspected and tested by Buyer within four (5) business days of delivery. If the Products delivered do not comply with the industry standard specifications in the SOW, Testing Policy and Purchase Order, Buyer has the right to reject the non-conforming Products. Products not rejected within four (4) Business days of delivery will be deemed to be accepted by Buyer. In the event any Products do not comply with the specifications in the SOW and are rejected by Buyer, Buyer may, at its option:
- Return for a replacement only on Food products
- No refunds are given on food products (chocolate, coffee, pet treats, oils, capsules, Vapes, or anything indigestible)
- Non indigestible products that are unopened may be returned for refund within 7 days of delivery
- Testing: Buyer is responsible if sending product in for testing that the correct testing which may or may not include variances for manufacturing, testing variances, moisture content variances, volume vs weight testing. DEA Certified and ISO Accredited Lab required. Correct testing issues will only be accepted for review by us and if discrepancies happen, replacement of batch, not a refund will be offered.
** THERE ARE NO REFUNDS FOR RAW OIL OR RAW ISOLATE for any reason due to the custom nature of the product your are purchasing. If you do not agree to this policy you are to not purchase from our website.
Product exchanges will not be accepted. You may return any unopened product for a full refund, and place an order for the new products you wish to purchase.
ORDER CANCELLATION OR CHANGE OF ORDER
You may cancel or change an order within 48 hours without penalty as long as the order has not been placed into pick and pull or production. Once the product has been shipped, you will be responsible for following the procedures related to Returning Unused, Sealed Products. Any Refunds due will be processed within 7 business days from the date of the return of product to Silver Shadow, and it will be made to the same payment method used for the order. If the order is cancelled before shipment, the payment will be cancelled within 5 business day.
No refunds or exchanges will be issued for products which have been opened, unless there is a Product Quality issue related to that product that can be verified.
INTERNATIONAL SHIPMENTS REJECTED AT CUSTOMS
No refunds will be issued for products which are rejected for import at Customs of any country, unless they are returned to Silver Shadow in sellable condition. Ultimately the customer must take responsibility for ensuring legal compliance with the Customs enforcement agency of their country before ordering. If a shipment is returned to Silver Shadow for any reason, the product cost of the shipment will be refunded, but not the shipping costs.
Lead Time For Raw Materials Shipments Schedule
January through Aug: 2-4 business day lead time
Sept through December: 5-7 business day lead time due to harvest and extraction schedules at max production