Chargeback & Dispute Policy

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Chargeback & Dispute Policy

Effective Date: March 9th, 2026 Last Updated: July 2nd, 2026

This Chargeback & Dispute Policy explains how Sylk Dynasty (“we,” “us,” “our”) handles payment disputes, chargebacks, and claims related to orders placed on sylkdynasty.com. By purchasing from the Site, you agree to follow this process before initiating a dispute with your bank or payment provider.

1) Contact Us First (Required)

If you have any issue with an order, you must contact us first at contact/support form so we can review and attempt to resolve it.

Include (required):

  • order number
  • name and email used at checkout
  • a clear description of the issue
  • photos/video if the issue involves product condition, wrong item, or shipping damage

2) Resolution Timelines

We aim to respond within 1–2 business days, or 2–4 business days during drops/high-volume periods.

Some issues require third-party verification (carrier investigations, fulfillment checks, defect review) and may take longer. You agree to cooperate with reasonable requests for information needed to resolve the issue.

3) What Counts as a Dispute / Chargeback

A dispute or chargeback is when you ask your bank, card issuer, or payment provider to reverse a charge instead of resolving the issue directly with us.

4) Disputes Filed Without Contacting Us

If you file a chargeback without contacting us first, we may be unable to resolve your issue quickly and we will submit evidence to the payment provider, which may include (where applicable):

  • order confirmation and invoice
  • delivery address and customer verification data
  • tracking numbers and delivery scans
  • communications history
  • policy pages in effect at the time of purchase (final sale, reserve terms, cancellations, returns, etc.)
  • photos/video evidence (if previously provided)

5) Common Dispute Reasons and How We Handle Them

A) “Item Not Received”

If tracking shows the package is still in transit, we will assist with carrier updates. If tracking shows delivered, we may require:

  • confirmation of shipping address accuracy
  • a carrier investigation or claim
  • additional documentation if needed

B) “Unauthorized Transaction”

We may request verification details (billing/shipping match, device/location signals provided by processors, order confirmation, and delivery confirmation). If we believe the transaction is fraudulent, we may cooperate with the payment provider investigation and relevant authorities where appropriate.

C) “Not As Described / Defective”

We only accept eligible claims under our Refunds & Returns Policy. You must report issues within the stated deadlines (for example, 15 days from delivery for eligible defect/wrong item/damage claims).

D) “Canceled / Returned”

Cancellations and returns are governed by our policies. Orders cannot be canceled after “shipped” status (carrier acceptance/label scan/hand-off). Standard returns may not be accepted except as explicitly stated in the Refunds & Returns Policy.

6) Evidence and Cooperation

You agree to provide accurate information and cooperate with reasonable requests to support a resolution (photos, packaging images, address verification, etc.). Failure to cooperate may limit our ability to provide remedies.

7) Outcomes of Chargebacks

If you file a chargeback, the payment provider—not us—controls the dispute process and timeline.

If a chargeback is decided in our favor:

  • you may remain responsible for payment, and
  • we may restrict future purchases or account access where permitted by law.

If a chargeback is decided in your favor:

  • your payment provider may reverse the charge, and
  • we may still investigate fraud/abuse patterns and restrict future orders if we detect misuse.

8) Fraud, Abuse, and Account Restrictions

We reserve the right to refuse service, cancel orders, or restrict accounts for:

  • chargeback abuse
  • repeated bad-faith claims
  • threats/harassment
  • suspected fraud or policy violations
  • where permitted by law.

9) Policy References

This policy works alongside, and does not replace, our:

  • Terms of Service
  • Shipping Policy
  • Refunds & Returns Policy
  • Cancellation Policy
  • Preorder / Reserve Terms

10) Contact

For dispute prevention and resolution: contact/support form