Return and exchange policy

 

Welcome to Solinerva (hereinafter referred to as “we”, “us”, or “our”). This Return and Exchange Policy outlines the applicable timeframes, conditions, and procedures for returns and exchanges, helping to ensure a clear, fair, and smooth after-sales experience.

1. Return and Exchange Period

Return or exchange requests may be submitted within 30 days from the date the order is received. Requests submitted after this period will not be accepted.

2. Eligible Conditions for Return or Exchange

Return or exchange requests may be approved under the following circumstances:

• The product shows visible appearance defects upon arrival.
• The product has quality-related issues that affect normal use.
• The product has an unusual odor or a noticeable color variation.
• The item received does not match the order details.
• A return or exchange is requested without a specific reason, provided the product remains unused and in good condition.

3. Return Procedure

To initiate a return, please follow the steps below:

• Please contact our customer service team via email or phone and provide your order number, proof of payment, reason for return, and any supporting photos or videos.
• Once your request has been reviewed and approved, you will receive the designated return address along with detailed instructions.
• Please send the product back to the specified address and retain any shipping confirmation or tracking information for reference.
• After the returned item is received and inspected, a refund will be arranged if the return meets the stated conditions.

4. Exchange Procedure

If you wish to request an exchange, please follow the steps below:

• Contact our customer service team and provide your order number, proof of payment, and the reason for the exchange.
• Upon approval, you will receive return instructions and the designated return address.
• Please return the item according to the provided instructions and wait for confirmation of receipt.
• After inspection and approval, the replacement item will be shipped within 1–3 business days.

5. Refund Processing

Refunds are processed under the following terms:

• Refunds are issued to the original payment method used at checkout, such as Visa or MasterCard.
• Refund processing generally takes 1–5 business days, depending on the bank or card issuer.
• If the refund is not received within this timeframe, please contact our customer service team for assistance.

6. Return Shipping Responsibility

Responsibility for return shipping is determined as follows:

• If the return or exchange is due to product defects, quality issues, incorrect items, or significant discrepancies, return shipping costs will be covered by us.
• If the return or exchange is requested for personal reasons, return shipping costs will be the responsibility of the customer.

7. Responsibility Statement

Returned items must be properly packaged and kept in reasonable condition. Requests may be declined if damage results from improper handling, misuse, or incomplete returns. Each request will be reviewed on a case-by-case basis to ensure fair and reasonable handling.

8. Return Label

A return label may be included in the package or provided after approval, depending on the specific situation. Please follow the provided instructions carefully to ensure accurate identification and timely processing of your return.

9. Contact Information

If you have any questions regarding returns or exchanges, please 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
Service Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Europe/London, GMT/BST)