Refund policy
At Solvala, we want you to love your purchase. If you are not entirely satisfied with your order, we are here to help. Please read our policy carefully to understand your options, rights, and responsibilities regarding cancellations and returns.
1. Order Cancellations & Immediate Refunds
We understand that plans can change! We accommodate order cancellations and issue immediate refunds under the following strict conditions:
- The 1-Hour Window: Cancellation requests must be sent to our support team at support@officialsolvala.com within 1 hour of your purchase. If requested within this timeframe, a full refund will be processed immediately to your original payment method.
- Post-Fulfillment: Once an order passes the 1-hour mark, our automated fulfillment team has already processed, packed, or handed the package over to our shipping carriers. At this stage, the order cannot be canceled or recalled, and it must instead be processed as a standard return after delivery.
2. Return Eligibility & 30-Day Policy
Our standard return policy lasts 30 days from the date your item is confirmed as delivered by the shipping carrier. If 30 days have gone by since your delivery date, unfortunately, we cannot offer you a refund or an exchange.
To be eligible for a return, your item must meet all of the following criteria:
- It must be unused, unread, and in the exact same pristine condition that you received it.
- It must be in its original, undamaged retail packaging.
- You must provide the order number or proof of purchase.
Non-Returnable Items:
- Gift cards
- Final sale or clearance items
Promotional Bundles & Multi-Packs: To protect our heavy volume discounts, items purchased as part of a promotional bundle (Duo, Triple, or Four Pack) cannot be returned individually for a partial refund. If you wish to return a bundle, the entire pack must be returned together in its original, completely unused condition to qualify for a full refund of the bundle purchase price.
3. How to Start a Return
1. Contact Us: Send an email to our support team at support@officialsolvala.com with your order number and the explicit reason for the return.
2. Review: Our team will review your request within 1–2 business days. If approved, we will send you the designated return mailing address and packaging instructions.
3. Mail Your Item: Package the item securely and ship it to the address provided.
⚠️ Please Note: Customers are responsible for paying their own return shipping costs. Shipping costs are non-refundable. We strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and we cannot process refunds for packages lost or stolen in transit back to our facility.
4. Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon receipt. If an item is defective, damaged, or if you received the wrong product, contact us right away at support@officialsolvala.com with your order number and clear photographs or a short video showing the damage or defect.
- Verification: Once the damage or defect is verified, we will arrange for a replacement to be shipped out to you at no extra cost or issue a full refund. You will not be charged any shipping fees for replacing verified defective items.
- Return of Defective Goods: Solvala reserves the right to require the defective or damaged item to be shipped back to our facility (at our expense) using a prepaid label before a final refund or replacement is authorized.
5. Carrier Delivery & Missing Packages
- Solvala relies on carrier tracking information to confirm successful delivery. Once a package is marked as "Delivered" by the carrier to the address provided at checkout, the order fulfillment is considered legally complete.
- Solvala is not liable for packages that are stolen from porches, steps, or mailboxes after a confirmed delivery. For missing packages marked as delivered, customers must contact the shipping carrier directly to file a missing mail or theft claim.
6. Exchanges
We only replace items if they arrive defective or damaged. If you need to exchange an item for a different variant (such as a different edition or product type), please initiate a standard return to secure your refund, and place a new order for the preferred item at your convenience.
7. Refunds & Processing Timeline
Once your return is received and thoroughly inspected by our fulfillment team, we will send you an email notifying you that we have received your item and whether your refund is approved or rejected based on its condition.
- Approval: If approved, your refund will be processed immediately, and a credit will automatically be applied to your original credit card or payment method.
- Timeline: Please allow 5–10 business days for the funds to securely post to your account, depending on your banking institution's processing times.
8. Late or Missing Refunds
If you haven’t received your refund after 10 business days, please follow these steps:
1. Double-check your bank account balance.
2. Contact your credit card company; it can take some processing time before a refund is officially posted to your statement.
3. Contact your bank to see if there is an unposted pending credit.
If you have completed these steps and still have not received your refund, please reach out to us directly at support@officialsolvala.com so our finance team can investigate the transaction for you.