Refund policy

Please review the following terms carefully before making a purchase.

1. Return Policy

Customers who purchase eligible products at their regular, full retail price may request a return within 180 calendar days from the date of delivery.

To qualify for a return:

The item must have been purchased at its full, regular price without a product discount or promotional price reduction.
The return request must be submitted within 180 days of delivery.
The product must be unused, unworn, unwashed, and in its original condition.
Original tags, accessories, and packaging must be included where applicable.
Proof of purchase or an order number must be provided.
The item must not fall under our non-returnable or non-refundable product categories, including hygiene products.

Returns that do not meet these conditions may be declined, except where otherwise required by applicable law.

All approved voluntary returns are subject to a $5.99 processing fee. Original shipping charges are non-refundable.

2. Discounted & Sale Items – Final Sale

All items purchased at a discounted or promotional price are considered final sale.

This includes, but is not limited to:

Products purchased during sales or promotional events.
Items purchased using discount or promotional codes.
Clearance or marked-down merchandise.
Products purchased through discounted bundle offers.
Items purchased during limited-time price promotions.

Discounted items are not eligible for our voluntary 180-day return policy and cannot be returned or exchanged due to a change of mind, personal preference, sizing concerns, or other non-defect-related reasons.

This exclusion applies regardless of the size of the discount.

A free-shipping promotion alone does not make an otherwise full-price item a discounted item.

Important: Final-sale restrictions do not limit any rights or remedies customers may have under applicable consumer-protection or warranty laws, including those relating to defective, damaged, or incorrectly supplied products.

3. Hygiene & Personal Care Products – Non-Refundable

For hygiene, health, and safety reasons, all hygiene and personal care products are considered final sale and are not eligible for voluntary returns, refunds, or exchanges.

This restriction applies regardless of whether the product was purchased at full price or at a discounted price.

Hygiene products are excluded from our voluntary 180-day return policy.

We reserve the right to refuse returns of hygiene-related products due to sanitary and health considerations.

Exception: If a hygiene product arrives damaged, defective, or incorrect, customers may contact our support team for assistance. Any refunds, replacements, or other remedies required by applicable consumer-protection laws will remain available.

4. How to Request a Return

If your purchase meets our return eligibility requirements, please follow these steps:

Step 1: Contact Our Support Team

Email us at info@sollaveti.com within 180 days of receiving your order.

Please include:

Your full name.
Your order number.
The item you wish to return.
The reason for your return.

Step 2: Receive Return Instructions

Our customer support team will review your request and provide return instructions, including the appropriate return shipping address.

Please do not send your return without first contacting our support team.

Step 3: Ship Your Return

Once your return is authorized, please send your item within 14 days using a trackable shipping service.

We recommend retaining your shipping receipt and tracking information until your refund has been completed.

Please note: All approved voluntary returns are subject to a $5.99 processing fee, which will be deducted from the refund amount.

5. Return Shipping Costs

For eligible returns made due to a change of mind or personal preference, customers are responsible for return shipping costs.

Original shipping charges paid at checkout are non-refundable for voluntary returns, regardless of whether the return is approved.

Customers are responsible for arranging and paying for the shipment of returned items to our designated return address.

If a return is necessary because an item was delivered damaged, defective, or incorrect, we will provide an appropriate resolution and cover reasonable return shipping costs where applicable.

We are not responsible for return packages lost in transit when customers arrange their own shipping.

6. Refund Processing & Processing Fees

Once we receive your returned item, we will inspect it to confirm that it meets our return requirements.

If approved:

Your refund will be issued to your original payment method.
Approved refunds will generally be processed within 10 business days after we receive and inspect the returned merchandise.
A $5.99 processing fee will be deducted from every approved voluntary return refund. This fee applies once per return request, not per item.
Original shipping costs paid at checkout will not be refunded for voluntary returns.
Return shipping costs paid by the customer are not reimbursable for voluntary returns.
Hygiene products and other final-sale items are not eligible for voluntary refunds.

How Your Refund Is Calculated

For eligible voluntary returns, your refund will be calculated as follows:

Refund Amount = Amount Paid for Eligible Returned Products − $5.99 Processing Fee

Any original shipping charges paid at checkout are excluded from the refundable product amount.

For example:

If you purchased a product for $49.99 and paid $6.99 for shipping:

Product price: $49.99
Original shipping fee: $6.99 (non-refundable)
Return processing fee: $5.99
Total refund: $44.00

The $5.99 processing fee is charged once per approved voluntary return request, regardless of the number of eligible items included in that return.

Processing fees and exclusions will not apply where prohibited by applicable law or where inconsistent with mandatory consumer remedies.

Please note that your bank or payment provider may require additional time to reflect the refund in your account.

If you have not received your approved refund after 15 business days, please contact our support team.

7. Damaged, Defective, or Incorrect Products

We carefully inspect and prepare orders before shipping. However, if you receive a damaged, defective, or incorrect item, please contact us as soon as reasonably possible.

Email info@sollaveti.com with your order number, a description of the issue, and photographs if available.

Our team will review your case and offer an appropriate solution, which may include a replacement, refund, repair, or another remedy as required by applicable law.

These protections apply to full-price, discounted, and hygiene-related purchases.

The $5.99 voluntary return processing fee and voluntary return shipping exclusions do not limit any mandatory rights or remedies relating to defective, damaged, or incorrectly supplied products.

Nothing in this policy excludes or limits any non-waivable rights available to consumers under applicable law.

8. Exchanges

We do not guarantee direct exchanges.

For eligible full-price purchases, customers may request a return in accordance with this policy and place a new order for the preferred item.

Approved voluntary returns are subject to the $5.99 processing fee and the non-refundable original shipping charge policy.

All replacement purchases are subject to product availability and current pricing.

Discounted, final-sale, and hygiene products are not eligible for voluntary exchanges.

Any rights relating to damaged, defective, or incorrect products remain unaffected.

9. Order Cancellations

If you wish to cancel an order, please contact our customer support team as soon as possible.

We will attempt to accommodate cancellation requests before an order has been processed or shipped.

Once an order has shipped, any voluntary return request will be subject to the eligibility requirements of this policy, including the $5.99 processing fee and non-refundable original shipping charges.

Nothing in this section affects cancellation or refund rights provided by applicable law.

10. Important Policy Information

Our 180-day return and refund offer applies only to eligible full-price purchases that are not classified as non-returnable or non-refundable products.

Please note the following:

$5.99 Processing Fee: Every approved voluntary return is subject to a $5.99 processing fee, deducted from the refundable amount.
Non-Refundable Shipping Costs: Original shipping fees paid at checkout are non-refundable for voluntary returns.
Hygiene Products: Hygiene and personal care products are not eligible for voluntary returns, refunds, or exchanges.
Discounted Products: Products purchased at discounted or promotional prices are not eligible for our voluntary 180-day return policy.
Return Shipping: Customers are responsible for return shipping expenses for voluntary returns.

Return eligibility is determined using the item's purchase price, any product discounts applied at checkout, and the product's return eligibility category.

We reserve the right to investigate suspected return fraud or misuse of our return process, subject to applicable law.

Any changes to this policy will apply prospectively and will not reduce rights that customers obtained under the terms in effect when they made their purchase.

11. Contact Us

If you have questions regarding returns, refunds, or your order, our customer support team is available to assist you.

Email: info@sollaveti.com

We appreciate your trust and look forward to serving you.