Refund Policy

 

Welcome to Solinerva (hereinafter referred to as "we"). This refund policy explains how refund requests are reviewed, processed, and completed after an order has been placed through our online store.

1. Refund eligibility

Refund requests may be submitted after an order has been successfully placed and paid. Eligibility for a refund depends on the order status and whether the request meets the applicable conditions outlined in our related policies.

2. Situations where refunds apply

Refunds may be considered in situations including order cancellation within the allowed processing period, approved returns after delivery, or other circumstances where a refund is deemed appropriate based on the actual order status.

3. Refund request submission

To request a refund, you should contact us through email or customer service telephone and provide relevant information such as your order number and payment reference. This information helps us verify and process your request efficiently.

4. Refund review and handling

Once a refund request is received, it will be reviewed promptly. If the request meets the applicable conditions, we will proceed with the refund arrangement and notify you of the outcome.

5. Refund method

Approved refunds are issued back to the original bank card used for payment, including Visa and MasterCard. Refunds are not issued through alternative methods.

6. Refund processing time

Refund processing time depends on the handling speed of the card issuing institution. Under normal circumstances, refunds are expected to be credited within 1 to 5 working days after approval.

7. Delayed refunds

If a refund has not been received within the expected timeframe, you may contact us for assistance. We will help verify the refund status and provide further support as needed.

8. Policy updates

This refund policy may be updated from time to time to reflect operational adjustments. Any updates will take effect once published on the website.

9. Contact information

If you have any questions regarding this refund policy or the status of a refund request, you are welcome to contact us using the information 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)