Refund Policy
Our Guarantee
At Soleviae, we stand behind every formula we produce. If you are not satisfied with your purchase, we offer a 60-day money back guarantee on your first order. You have 60 days from the date of purchase to request a refund. We ask that you use the product consistently for at least 21 to 30 days before drawing conclusions — nutritional supplements work cumulatively and require time to replenish depleted levels.
Eligibility
- The money back guarantee applies to first-time customers only. If you have placed more than one order with Soleviae, the guarantee becomes void.
- To be eligible, you must provide proof of purchase — your order confirmation email is sufficient.
- For multi-bottle or prepaid subscription orders, we ask that any unopened units are returned to us before the refund is processed.
How to Request a Refund
To begin the refund process, contact us at support@soleviae.store with your order number and reason for the request. If your claim is within policy, we will respond within one business day with instructions on how to proceed. Please do not return items without first contacting us — returns sent without prior authorisation will not be accepted.
Return Policy
You may return unopened product to us within 14 days of receiving your order. Return shipping costs are the responsibility of the customer — we do not provide return labels. A €5 return processing fee will be deducted from your refund. To begin a return, contact us at support@soleviae.store.
EU 14-Day Cooling Off Period
If your order is shipped within the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification. The product must be in its original condition — unopened, unused and in its original packaging. Proof of purchase is required.
Cancellations
Due to our automated fulfilment process, orders that have been successfully processed cannot be cancelled. If you wish to cancel before dispatch, contact us immediately at support@soleviae.store and we will do our best to assist.
Damages and Defects
Please inspect your order upon delivery. If your item is damaged, defective, or incorrect, contact us at support@soleviae.store within 48 hours of receipt with your order number and a photo of the issue. We will resolve it promptly at no additional cost to you.
Non-Returnable Items
We cannot accept returns or issue refunds on items purchased during promotional periods, sale events, or on gift cards.
Exchanges
We do not process direct exchanges. To exchange a product, begin the refund process and place a new separate order once the refund has been approved.
Refund Processing
Once your refund application has been reviewed and approved, you will receive confirmation by email. Approved refunds will be issued to your original payment method within 10 business days. Please allow additional time for your bank or card provider to post the refund. If more than 15 business days have passed since approval, contact us at support@soleviae.store.
Soleviae reserves the right to investigate claims we believe may be unfounded or fraudulent. Approval of a refund or replacement does not constitute an admission of liability.
Contact
For all returns, refunds or order queries — support@soleviae.store