Refund & Returns

Our promise

We want you to love what you ordered. Because every product is printed and made to order specifically for you, we handle returns differently from a traditional warehouse store — and in most cases more generously. This policy explains exactly what happens if something is wrong, and it applies to this store, operated by Agentically Inc.

Damaged, defective, or wrong item

If your order arrives damaged, defective, or is not the item you ordered, we will make it right at no cost to you. You do not need to ship anything back.

• Window: Contact us within 30 days of delivery at support@sylva.ink with your order number.

• What we need: A short description of the problem and one or two photos of the item (and the packaging, if it was damaged in transit).

• Resolution: We will send a free replacement produced to the original specification, or issue a full refund — your choice. You keep the original item.

Changed your mind

Because made-to-order items cannot be restocked or resold, shipping a custom print or journal back to a facility costs more than the item is worth and creates needless waste. So for change-of-mind requests within 30 days of delivery, we operate a "keep it or donate it" policy:

• Refund: Email support@sylva.ink within 30 days and we will review your request. Where approved, we refund to your original payment method.

• No return shipping: You are not asked to pay to ship the item back. Please keep it, give it to someone who will enjoy it, or donate it locally.

• Exceptions: Orders that have already shipped may be assessed case by case; personalized or clearly-used items may not be eligible for a change-of-mind refund.

Cancellations

You can cancel for a full refund any time before production begins. Because production starts quickly, please email support@sylva.ink as soon as possible. Once an item has entered production we may be unable to cancel it, but the damaged/defective and change-of-mind options above still apply after delivery.

Wrong or undeliverable address

Please double-check your shipping address at checkout. If a package is returned to our fulfillment partner because of an incorrect or incomplete address you provided, we can re-ship it once you cover the reprint and reshipment cost, or refund the order minus the original production and shipping cost. We will always try to reach you first to help.

How to start a request

Email support@sylva.ink with your order number and, for damage or defects, a photo. Most requests are answered within two business days. Approved refunds are issued to your original payment method and typically appear within 5–10 business days, depending on your bank or card issuer.

Your statutory rights

This policy is offered in addition to, and does not limit, any rights you may have under applicable consumer protection law. This store is operated by Agentically Inc., 1875 Mission St, Ste 103, San Francisco, CA 94103, United States.