Informativa sui rimborsi
At Soluva we are committed to providing high-quality products and excellent customer service. If you encounter any issues with your order, we offer a 90-day money-back guarantee and a streamlined refund and replacement process.
To start a return, you can contact us at info@soluvasolutions.com
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@soluvasolutions.com
1. Order Delays & Lost Shipments
If your order has been in transit without tracking updates for more than 60 days (45 days for U.S. orders, 110 days for Brazil), you are eligible for:
- A full refund, or
- A free replacement at no additional cost.
Exceptions: If tracking indicates that the order has been delivered but was not received, a non-delivery certification from your local post office will be required to process a refund or replacement.
2. Damaged or Defective Products
If your item arrives damaged or defective, you are eligible for a free replacement or a full refund within 90 days of delivery.
To process a claim, please provide:
- Photo or video evidence clearly showing the issue, and
- A brief description of the problem.
Once verified, we will promptly issue a refund or replacement at no additional cost.
3. Incorrect or Missing Items
If you receive the wrong item or if a product is missing from your order, we will:
- Resend the correct item or missing part at no cost, or
- Issue a full refund if an incorrect item was received.
Photo or video evidence of the incorrect or missing product will be required for approval.
4. Order Cancellations
Orders may be canceled for a full refund before they have been processed and shipped.
Once an order has been shipped, it cannot be canceled.
5. 90-Day Money-Back Guarantee
We stand by our products and offer a risk-free 90-day money-back guarantee. If you are not completely satisfied within 90 days of delivery, we will issue a full refund upon request.
This guarantee applies to first-time purchases only and does not require the return of the product in most cases.
6. Exclusions & Non-Refundable Situations
Refunds or replacements will not be provided in the following cases:
- The customer provided an incorrect shipping address.
- The order was delivered successfully, but the package was not collected.
- The customer changed their mind after receiving the product.
- The product has minor cosmetic imperfections that do not affect functionality (e.g., small scratches or slight variations in color).
- Refund requests were made outside of the 90-day guarantee period.
7. How to Request a Refund or Replacement
To initiate a refund or replacement request, please contact us at info@soluvasolutions.com with the following details:
- Order number
- Photo or video evidence (if applicable)
- A brief description of the issue
We will review your request and provide a resolution within 48 hours.
8. European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
9. Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@soluvasolutions.com