Refund policy

Customer Service
📧 Email: service.eu@sylvoxtv.com
📞 Service Hotline: +49 40 743 06818
(Monday–Friday, 09:00–14:00 CET)

Returns & Warranty Guidelines

1. Return Instructions

Please note the following when returning a product:

  • Returns are accepted only for products purchased directly from www.sylvoxtv.eu or from authorized retailers such as Amazon, Walmart, Newegg, Wayfair, AliExpress, etc.

  • Products purchased from unauthorized third-party sellers cannot be returned.

  • Contact Sylvox Customer Service before any return. Provide your order number or proof of purchase and a detailed description of the issue via email to service.eu@sylvoxtv.com.

  • After review, we will provide an RMA form, a return label, and the return address by email.

  • For manufacturing defects or quality issues, Sylvox covers all return shipping costs.

  • Ensure the returned product is complete, undamaged, and in the original packaging, including all accessories and documentation.

  • If the product is not returned in its original condition (e.g., visible damage, missing accessories, reduced resale value), return costs may be deducted from your refund.

  • Once we receive and inspect the return, we will process your request (replacement or refund).

2. Returns & Refunds (30-Day Money-Back Guarantee)

  • Sylvox offers a 30-day money-back guarantee, no questions asked, for undamaged products returned in their original packaging.

  • Contact service.eu@sylvoxtv.com within 30 days of delivery to request a return. Include your order number or proof of purchase.

  • We will email you a return label, RMA form, and return address.

  • Refunds are issued only after the product is received and inspected in original packaging with all accessories and documentation.

  • For quality issues, Sylvox covers return shipping costs.

  • If the product has been used or installed, Sylvox reserves the right to charge a restocking fee of 20% of the product value, and the customer covers return shipping.

3. Returns After 30 Days / Warranty Cases

  • Products returned after 30 days due to manufacturing defects fall under the limited 24-month manufacturer warranty.

  • Sylvox will determine whether a repair or replacement is appropriate.

  • Contact service.eu@sylvoxtv.com to request a warranty claim.

  • We will provide an RMA form and return label.

  • The defective product must be returned within 30 days. After inspection, the replacement will be shipped via DPD or UPS.

Return Address (Germany & EU):
CLS DAFA GmbH c/o KR
Werner-von-Siemens-Straße 42–44
76646 Bruchsal
Germany

4. Refunds

  • Once the returned product is received and inspected, refunds will be issued to the original payment method.

  • Credit/debit card refunds typically appear within 7–10 business days. Please contact your card issuer for questions regarding the credit.

5. Warranty Exclusions

The warranty does not cover:

  • Damage caused by improper use or unauthorized repairs

  • Damage during transport, relocation, or accidental drops

  • Damage from unavoidable external factors

  • Liquid or moisture damage due to improper use

  • Lightning or electrical damage

  • Use with non-specified power supply

Warranty Period:

  • Free repair within 24 months under normal use according to the manual.

  • Covers material and workmanship defects.

The warranty does not cover:

  • Misuse, negligence, accidents, transport damage, or improper installation

  • Unauthorized modifications or repairs

  • Normal wear and tear of accessories (e.g., remote, batteries)

  • Cosmetic damage (scratches, discoloration, chemical cleaning damage)

  • Incorrect voltage, power fluctuations, liquid damage, or force majeure

  • Missing, altered, or illegible serial numbers

  • Commercial, rental, or professional use

  • Installation, setup, or delivery costs

  • Improper installation against manual instructions

  • Reception issues, image burn-in, signal interference, or third-party content

No other person or organization may extend or modify this warranty on behalf of Sylvox.
This warranty replaces, where legally permissible, all other express or implied warranties. Local laws may apply in case certain limitations are not permitted.

📩 For any questions, please contact service.eu@sylvoxtv.com at any time.