Return & Refund Policy

Return & Refund Policy

Last Updated: June 8, 2026

Thank you for shopping with www.soliviora.com. We want you to be satisfied with your purchase. This Return & Refund Policy explains the conditions and procedures for returns, exchanges, cancellations, and refunds for orders placed through www.soliviora.com.

Nothing in this policy limits any mandatory consumer rights available to you under applicable law.

1. Return Eligibility

We accept eligible returns requested within 30 days of the date your order is delivered.

To qualify for a return, the item must:

  • Be unused, unworn, unwashed, and undamaged;

  • Be in its original condition;

  • Include all original tags, labels, accessories, manuals, and packaging;

  • Be accompanied by a valid receipt, order confirmation, or other proof of purchase; and

  • Meet the additional conditions stated in this policy.

Items returned without prior authorization may not be accepted.

2. How to Request a Return

To request a return, please contact us at:

Email: support@soliviora.com

Please include:

  • Your full name;

  • Your order number;

  • The item or items you wish to return;

  • The reason for the return; and

  • Photographs or videos, where relevant.

If your return is approved, we will provide return instructions and, where applicable, the return address or a return shipping label.

Please do not send products back to the address shown on the original package unless we specifically instruct you to do so.

3. Return Shipping Costs

Unless the product is defective, damaged, incorrect, or otherwise required by applicable law, customers are responsible for return shipping costs.

Original shipping charges are non-refundable unless:

  • We shipped the wrong item;

  • The item arrived damaged or defective;

  • The order was not delivered as promised due to an error attributable to us; or

  • Applicable law requires otherwise.

We recommend using a trackable shipping service and retaining proof of shipment. We are not responsible for return packages that are lost, damaged, or misdirected during transit.

4. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If you receive an item that is damaged, defective, incomplete, or different from what you ordered, contact us within [48 hours / 7 days] of delivery.

Please provide:

  • Your order number;

  • A description of the problem;

  • Clear photographs of the item;

  • Photographs of the packaging and shipping label; and

  • A video demonstrating the issue, if necessary.

After reviewing the information, we may offer an appropriate solution, including:

  • A replacement;

  • A repair;

  • Store credit;

  • A partial refund; or

  • A full refund.

Please do not discard the item or its packaging until your claim has been resolved.

5. Non-Returnable Items

The following items are generally not eligible for return unless they are defective, damaged, incorrectly supplied, or return rights are required by applicable law:

  • Personalized or customized products;

  • Made-to-order products;

  • Perishable goods;

  • Food, flowers, or plants;

  • Gift cards;

  • Downloadable software or digital products after download or access;

  • Clearance or final-sale items, where legally permitted;

  • Personal-care, beauty, or hygiene products that have been opened or used;

  • Underwear, swimwear, or similar intimate items where the hygiene seal has been removed;

  • Sealed products that are not suitable for return for health or hygiene reasons after being unsealed;

  • Hazardous materials, flammable liquids, or gases; and

  • Items showing signs of use, wear, washing, alteration, accidental damage, or misuse.

Please contact us before purchasing if you are unsure whether an item can be returned.

6. Exchanges

We may offer exchanges for eligible items, subject to product availability.

The fastest way to obtain a different product, size, or color may be to return the original item and place a new order after the return is approved.

Customers may be responsible for return shipping and any price difference unless the exchange is required because we supplied a defective, damaged, or incorrect item.

We cannot guarantee that a replacement item will remain in stock while a return is being processed.

7. Refund Process

Once we receive and inspect your return, we will notify you whether the refund has been approved or rejected.

If approved, the refund will be issued to the original payment method within [5–10 business days].

The time required for the refund to appear in your account may vary depending on your bank, card issuer, payment provider, or financial institution.

Refunds are normally issued in the same currency used for the original purchase. Currency-conversion differences, foreign transaction fees, and charges imposed by your financial institution may not be refundable.

8. Partial Refunds

A partial refund may be issued where legally permitted if:

  • The item is returned with missing parts, accessories, manuals, or packaging;

  • The item shows signs of use beyond what is reasonably necessary to inspect it;

  • The item has been damaged after delivery;

  • The item is returned after the stated return period but is accepted at our discretion; or

  • The item’s value has been reduced due to handling or condition.

We will explain any deduction before completing the refund where required by applicable law.

9. Late or Missing Refunds

If you have not received an approved refund:

  1. Check your bank or payment account again;

  2. Contact your credit card issuer or payment provider;

  3. Contact your bank, as processing delays may apply; and

  4. Contact us at support@soliviora.com if the refund is still missing after the expected processing period.

Please include your order number and refund confirmation when contacting us.

10. Order Cancellations

You may request an order cancellation before the order has been processed or shipped.

To request a cancellation, contact us immediately at [Customer Service Email].

We cannot guarantee that a cancellation request will be completed after order processing has begun. If the order has already shipped, you may need to wait for delivery and follow the standard return procedure.

Customized, personalized, made-to-order, or immediately supplied digital products may not be cancellable after production or delivery has begun, except where required by law.

11. Address Changes

Please review your shipping address carefully before completing your purchase.

Address changes are not guaranteed after an order has been submitted. If an order has already been processed or shipped, we may be unable to redirect or recover it.

We are not responsible for delivery problems caused by an incomplete or incorrect address submitted by the customer, except where otherwise required by law.

12. Refused and Unclaimed Packages

If a package is refused, unclaimed, or returned because of:

  • An incorrect or incomplete address;

  • Failed delivery attempts;

  • Failure to collect the package;

  • Refusal to pay applicable customs duties or taxes; or

  • Customer refusal without prior return authorization,

we may deduct the original shipping cost, return shipping cost, customs charges, carrier fees, and other reasonable expenses from the refund, where legally permitted.

13. International Returns

International customers are responsible for complying with return-shipping and customs requirements.

When returning an international order, clearly mark the shipment as “Returned Goods” where appropriate. We are not responsible for customs charges caused by an incorrectly declared return shipment.

Customs duties, import taxes, brokerage fees, currency-conversion charges, and similar charges paid on the original order are generally not refundable by us. You may contact the relevant customs authority to determine whether reimbursement is available.

14. Promotional and Final-Sale Items

Products marked “Final Sale”, “Non-Returnable”, or similar wording cannot be returned or exchanged where permitted by law.

If a promotional purchase qualifies for a refund, the refund will be based on the amount actually paid after discounts.

If returning part of a bundled or promotional order causes the remaining items to no longer qualify for the original discount, we may adjust the refund to reflect the revised order value, where legally permitted.

15. Gifts

If an item was purchased as a gift and shipped directly to you, an approved return may be refunded as store credit or to the original purchaser, depending on our systems and applicable law.

Refunds issued to the original payment method will be sent to the person who placed and paid for the order.

16. Chargebacks and Payment Disputes

Before submitting a chargeback or payment dispute, please contact us at [Customer Service Email] so that we have an opportunity to resolve the issue.

Submitting a chargeback does not create an additional right to keep the product and receive a refund. We reserve the right to provide order, delivery, communication, and return records to the relevant payment provider when responding to a dispute.

Nothing in this section limits your lawful rights to dispute an unauthorized or incorrect transaction.

17. European Union and United Kingdom Customers

Where applicable, customers in the European Union or United Kingdom may have a statutory right to cancel certain online purchases within 14 days of receiving the goods, without providing a reason.

Certain products may be excluded from this right, including:

  • Personalized or custom-made products;

  • Perishable products;

  • Sealed hygiene products after the seal has been removed;

  • Sealed audio, video, or software products after unsealing; and

  • Digital content after supply has begun with the customer’s prior consent, where permitted by law.

To exercise a statutory cancellation right, contact us before the applicable cancellation period expires.

You may then be required to return the goods within the legally prescribed period. Customers may be responsible for direct return costs if this was clearly disclosed before purchase, except where the goods are faulty or incorrectly supplied.

This section applies only where the relevant consumer-protection law applies to your purchase.

18. Statutory Consumer Rights

This policy is intended to operate alongside applicable consumer-protection laws.

If an item is faulty, unsafe, not as described, or otherwise fails to meet mandatory legal requirements, you may have rights to a repair, replacement, price reduction, cancellation, or refund regardless of the standard return period stated in this policy.

Where this policy conflicts with mandatory law, the mandatory law will apply.

19. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes in our operations, products, services, or legal obligations.

The revised policy will be published on this page with an updated “Last Updated” date.

The policy in effect at the time of your purchase will generally apply to your order unless applicable law requires otherwise.

20. Contact Us

For questions about returns, exchanges, cancellations, or refunds, please contact us:

Store Name: soliviora.com

Email: support@soliviora.com