Order Cancellation Policy

 

Welcome to Solinerva (hereinafter referred to as "we"). This order cancellation policy is intended to explain the applicable conditions, handling procedures, and refund arrangements related to order cancellations, allowing you to clearly understand how such requests are managed.

1. Order Cancellation Conditions

To maintain order processing efficiency and delivery accuracy, cancellation requests are accepted under the following conditions.

• Orders that have not been shipped may be cancelled within 48 hours after the order is placed.
• Orders placed more than 48 hours ago or orders that have already been shipped cannot be cancelled.
• If an order cannot be cancelled, you may wait until the delivery is completed and then contact us to request a return and refund.

2. Order Cancellation Procedure

If you wish to request an order cancellation, please follow the steps below.

• Contact our customer support team via email or telephone and submit a cancellation request, including your order number, payment confirmation, and relevant information.
• Our customer support team will review and process your request promptly after it is received.
• Once the request is approved, you will be informed of the result at the earliest opportunity and a refund will be arranged accordingly.

3. Refund Process

Refunds for approved order cancellations are handled in accordance with the following guidelines.

• Refund method: Refunds will be returned to the bank card originally used for payment, including Visa and MasterCard.
• Refund timing: Based on the processing efficiency of the card issuing institution, refunds are expected to be credited within 1 to 5 working days.
• If the refund is not received within this timeframe, please contact us for assistance.

4. Contact Information

If you have any questions regarding this order cancellation policy or require assistance with your order, you are welcome to contact us using the details below.

Contact address: 5606 Latta Plantation Drive, Katy, TX 77449, United States
Customer service phone: +1 (817) 640-3159
Customer service email: info@solinerva.com
Online hours: Monday to Friday, 9:00 to 12:30 and 14:00 to 18:00 (Europe/London, GMT/BST)