Terms of Service

 

Welcome to Solinerva (hereinafter referred to as "we"). This service policy explains the conditions, responsibilities, and rules that apply when you access and use our online store and related services.

1. Introduction And Scope Of Application

This policy applies to all activities conducted through our online store, including browsing products, submitting orders, completing payments, and requesting customer support. All services are provided exclusively through online channels.

2. User Accounts And Website Responsibility

You are responsible for ensuring that the information provided during website use is accurate and complete. We are responsible for maintaining the stability, security, and basic functionality of the website, while temporary interruptions may occur for maintenance or system adjustments.

3. Product Information, Inventory, And Pricing

Product descriptions, availability, and pricing are displayed clearly on the website for reference. Inventory status may change based on actual availability. The final price displayed at checkout includes all applicable taxes and fees.

4. Orders And Payment

An order is considered confirmed only after successful payment completion. Once payment is received, the order will enter the processing stage in accordance with our standard procedures.

5. Delivery Conditions

Our products are delivered solely within the United Kingdom. Once payment has been successfully completed, the order is logged and moves into the preparation phase. The standard handling time is typically between 1 and 3 working days. After preparation is finished, the parcel is released to the assigned logistics carrier for shipment. The estimated overall delivery period usually ranges from 5 to 8 working days, depending on the destination address and shipping volume during the relevant period. To maintain reliable and consistent delivery services, we work with trusted carriers such as Seur, Royal Mail, and Packlink. Orders with a total value of 79.99 GBP or more qualify for complimentary delivery. Orders below this threshold are subject to a fixed delivery fee of 8.99 GBP. All taxes and related charges are fully included in the product price. Up to date delivery information is available in our Shipping Policy.

6. Order Cancellation

Cancellation requests can be submitted within 48 hours after payment confirmation, as long as order processing has not started and the parcel has not been handed over to the carrier. Once preparation has begun or the order has been dispatched, cancellation is no longer possible. In these circumstances, you may request a return after receiving the order by following the instructions provided in our Order Cancellation Policy.

7. Returns And Exchanges

Requests for returns or exchanges may be submitted within 30 days from the date of delivery. Requests are accepted in cases involving visible appearance issues, quality related matters, noticeable color variations, unusual odors, or when the delivered item does not correspond to the order details. Comprehensive terms, conditions, and clear step by step instructions are available in our Returns And Exchanges Policy.

8. Refund Policy

Approved refunds are issued to the original payment method used at checkout. Refund processing times may vary depending on the banking institution handling the transaction.

9. Disputes And Applicable Law

We comply with United Kingdom law, including GDPR. We reserve the right to update this policy when necessary and will notify you of any relevant changes.

10. Privacy And Data Protection

We respect your privacy and handle information in a responsible manner. Information is used only for order processing, service support, and website operations.

11. Intellectual Property

All website content, including text, images, layouts, and design elements, is protected. Unauthorized use or reproduction is not permitted.

12. Limitation Of Liability

We are not responsible for indirect losses resulting from website use or service interruptions, except where such limitations are not permitted under applicable rules.

13. Modifications To Service Terms

We may revise this service policy from time to time to reflect operational or service updates. Changes will take effect once published on the website.

14. Contact Information

If you have any questions regarding this service policy or our services, you may 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)