Returns and Refund policy
Return Policy
At Soleviae, we want your experience to feel smooth from delivery to daily use. If something is not right, we are here to help.
30-Day Order Protection
Every order is protected for 30 days from the date of delivery.
Our 30-Day Order Protection covers the following situations when reported within 30 days of delivery:
- your item arrives damaged
- your item arrives defective or does not work as intended
- you receive the wrong item
- parts or accessories are missing
- your order is marked as delivered but has not been received, subject to review
- your package is significantly delayed beyond the estimated delivery window, subject to review
Depending on the situation, we may offer:
- a replacement
- a full refund
- a partial refund
- replacement of the missing part or accessory
To request support under our 30-Day Order Protection, please contact us at support@soleviae.store and include:
- your full name
- your order number
- a short description of the issue
- clear photos or videos, if applicable
Returns for Unused Items
We accept returns for unused items within 7 days of delivery.
To be eligible for a return, the item must:
- be unused
- be in its original condition
- be in its original packaging
- include all original accessories
For returns that are not related to a product issue, return shipping costs are the customer’s responsibility. Original shipping charges are non-refundable.
Damaged, Defective, Incorrect, or Missing Items
If your order arrives damaged, defective, incorrect, or missing parts, please contact us within 30 days of delivery.
To help us resolve the issue quickly, please include:
- your order number
- a short description of the issue
- clear photos or videos showing the problem
Depending on the situation, we may offer:
- a replacement
- a full refund
- a partial refund
- replacement of the missing part or accessory
Minor packaging damage does not qualify for a refund or replacement if the product itself arrives in working condition.
Orders Marked as Delivered
If tracking shows that your package was delivered but you did not receive it, please first:
- check around the delivery location
- ask neighbors or household members
- contact your local carrier or post office
If the package still cannot be located, please contact us within 30 days of the marked delivery date.
In some cases, we may require official proof of non-delivery before a refund or replacement can be considered.
Delivery Delays
If your order has not been delivered within the estimated timeframe after shipment, please contact us and we will review the case.
Please note that shipping delays caused by customs, local carriers, severe weather, strikes, or other events outside our control may affect delivery times.
If a delivery issue qualifies under our 30-Day Order Protection, we will work with you toward an appropriate solution.
Incorrect Address or Failed Delivery
Please make sure your shipping details are correct at checkout.
We cannot offer refunds or replacements for delivery issues caused by:
- incorrect or incomplete address
- refusal of delivery
- failure to collect the package in time
- missed delivery attempts
- customs clearance issues outside our control
Order Cancellations
Orders may only be canceled within 12 hours of order placement.
Once an order has been shipped, it can no longer be canceled.
Return Approval Required
Please do not send any item back without contacting us first.
Returns must be approved in advance so we can provide the correct return instructions. Items sent back without authorization may not be accepted.
Refund Processing
Once your return is received and inspected, or once your case has been reviewed under our 30-Day Order Protection, we will notify you of the outcome.
If approved, your refund will be issued to your original payment method. Please allow a few business days for your bank or payment provider to process the refund.
Contact Us
To start a return or report an issue, please contact us at:
Please include your:
- full name
- order number
- reason for contacting us
- photos or videos, if applicable