This Refund & Cancellation Policy outlines the formal procedures for returns, withdrawals, and reimbursements for Silhouettemirror, a premium brand operated by AGS Alu-Glas-Spiegel-Bau Handels GmbH. Our protocols are structured to align with the European Consumer Rights Directive and international consumer protection standards.
1. Right of Withdrawal (14-Day Cooling-Off Period)
In accordance with statutory regulations, customers have the right to withdraw from their purchase agreement without providing a justification.
Timeline: You have 14 days from the date on which you, or a designated third party, acquire physical possession of the goods to exercise this right.
Notification: To initiate a withdrawal, you must submit a clear statement of your decision to mirror@silhouettemirror.com.
Order Cancellations: If you wish to cancel an order before dispatch, please notify us within 24 hours of purchase. Once an order has entered our logistics workflow at the Munich facility, the standard 14-day withdrawal procedure will apply.
2. Damaged or Defective Goods
We maintain rigorous quality control; however, given the fragile nature of mirror collections, we provide a streamlined resolution process for transit-related issues:
Reporting Transit Damage: Due to carrier insurance requirements, any damage sustained during transit must be reported to mirror@silhouettemirror.com within 48 hours of delivery. Please provide high-resolution photographs of the damaged product and the external packaging (including the shipping label). Claims for transit damage made after this 48-hour window may not be accepted.
Resolution: Upon verification, we will facilitate a full refund or a priority replacement at no additional cost.
Safety Protocol: For verified transit damage to glass components, we prioritise your safety and do not require the physical return of hazardous shattered items. Clear visual documentation is sufficient for our claims department to conclude the case.
3. Returns Procedure
If a return is initiated under the Right of Withdrawal for non-defective items, the following conditions apply:
Return Address: Items must be dispatched to our professional facility in Munich:
AGS Alu-Glas-Spiegel-Bau Handels GmbH
Elsässer Str. 29, 81667 München, Germany
Condition: Goods must be returned in their original, merchantable condition and in appropriate protective packaging to prevent damage during transit.
Cost of Return: Unless the item is defective, the direct cost of returning the goods is the responsibility of the consumer.For international orders where return shipping costs are prohibitive, our support team may offer an alternative resolution, such as a partial refund, allowing you to keep or locally donate the item.
4. Refund Processing & Timelines
Once a refund is approved—either following the receipt of a returned item or the verification of a damage claim—the following protocols apply:
Method of Reimbursement: All refunds are processed strictly back to the original method of payment (including Visa, Mastercard, American Express, Apple Pay, and Google Pay). This ensures financial integrity and compliance with anti-money laundering regulations.
Processing Window: We aim to initiate the refund within 3 to 5 business days of approval.
Bank Lead Times: While our transaction is immediate, please allow an additional 5 to 10 business days for the credit to reflect on your statement, depending on your financial institution’s processing times.
5. Contact Information
For all enquiries relating to cancellations, returns, or refunds, please contact our administrative office:
- Legal Entity: AGS Alu-Glas-Spiegel-Bau Handels GmbH
- Registration: Amtsgericht MĂĽnchen, HRB 117191
- Email: mirror@silhouettemirror.com
- Telephone: +49 89 4482585