Refund policy

Refund Policy

Commitment to Customer Satisfaction

At SOLLVIAN, customer satisfaction is one of our highest priorities. If you receive a product with a manufacturing defect or wish to cancel your purchase, you may request a return, exchange or refund in accordance with applicable consumer protection laws and the terms outlined below.

This policy applies to all products sold by SOLLVIAN and should be read together with our Product Policy, which explains the nature and characteristics of our products.

1. Right of Withdrawal (Cooling-Off Period)

You have the right to cancel your purchase within 14 calendar days from the date your order is delivered, without providing any reason.

To exercise this right, you must notify SOLLVIAN within this period.

2. Manufacturing Defects

If your product presents a manufacturing defect, you may be entitled to a remedy under applicable consumer protection laws.

Claims relating to manufacturing defects may be submitted within 2 years from the date of delivery.
The reported defect must be verifiable and must not result from normal wear, accidental damage, misuse or improper handling.
Depending on the nature of the defect and the period of use, SOLLVIAN may offer a repair, replacement, partial refund or full refund, as permitted by applicable law.

The design-inspired nature of our products, as explained in the Product Policy, does not constitute a manufacturing defect.

3. How to Request a Return or Exchange

To begin a return or exchange request, please contact our Customer Support team.

📧 support@sollvian.com

Please include:

Your order number
The product you wish to return or exchange
The reason for your request

Once your request has been reviewed, our team will provide detailed return instructions.

Products returned without prior authorisation may not be accepted.

4. Product Condition & Return Shipping

Returned products must be:

Unused
In their original condition
Returned with all original packaging, accessories and documentation

Shipping Costs

If the return results from a confirmed manufacturing defect or an incorrect item shipped by SOLLVIAN, we will cover the return shipping costs.

For voluntary returns, including change-of-mind purchases, return shipping costs remain the customer's responsibility.

If an order is returned because an incorrect or incomplete delivery address was provided by the customer, any reshipping costs will be the customer's responsibility.

5. Refunds

Once the returned product has been received and inspected, SOLLVIAN will confirm whether the return has been approved.

If approved:

Refunds will be processed within 14 calendar days from the date we receive your cancellation request.
SOLLVIAN may delay the refund until the returned product has been received or proof of return shipment has been provided.
Refunds will always be issued using the original payment method.
Unless otherwise required by applicable law, the original shipping charges are non-refundable.

5.1 Alternative Resolutions

In certain situations, SOLLVIAN may, at its sole discretion, offer an alternative solution instead of requesting the return of the product.

Possible alternatives include:

Partial Refund
Store Credit

Any alternative resolution will only be offered with the customer's explicit agreement and will not affect the customer's legal right to request a full refund by returning the product in accordance with this policy.

6. Exchanges

Exchanges are subject to:

Product availability
Approval by the SOLLVIAN Customer Support team

If approved:

The customer may exchange the product for the same model or another item of equivalent value, subject to stock availability.
Additional shipping charges may apply depending on the reason for the exchange.

SOLLVIAN reserves the right to refuse exchange requests if the returned product does not satisfy the conditions described in this policy.

7. Customs, International Shipping & Exceptional Circumstances

SOLLVIAN ships internationally.

Therefore:

Delays caused by customs authorities, courier services or regulatory agencies are outside our control.
Products delayed, restricted or seized by customs authorities do not automatically qualify for a refund or replacement.
Decisions made by customs or governmental authorities are final and remain outside SOLLVIAN's responsibility.

We recommend reviewing our Shipping Policy before placing an international order.

8. Exceptions to Returns & Refunds

Returns or refunds cannot be accepted under the following circumstances:

Products returned after the 14-day withdrawal period.
Products showing signs of use, damage or modification.
Products damaged through misuse, negligence or improper handling.
Custom-made or personalised products.
Sealed products supplied for health or hygiene reasons that have been opened after delivery.

9. Acceptance of this Policy

By placing an order through the SOLLVIAN website, you confirm that you have:

Read and understood this Refund Policy.
Understood the nature of the products described in our Product Policy.
Accepted all terms and conditions outlined herein.

We encourage all customers to review this policy carefully before completing a purchase.

10. Contact Information

If you have any questions regarding returns, exchanges or refunds, please contact our Customer Support team.