Refund & Return Policy

Last updated: 1 September 2026

We want you to be happy with your purchase. This policy explains how cancellations, returns, damaged items and refunds are handled.

Cancellations and change-of-mind returns

For most products purchased online, you may cancel your order and request a return within 14 days of receiving it, without providing a reason.

After notifying us that you wish to cancel, you must return the item within a further 14 days.

To request a cancellation or return, please contact us at info@solivona.com and include:

• Your full name
• Your order number
• The product you wish to return
• The reason for your request, if applicable

Return conditions

Returned items must:

• Be returned in their original condition
• Be complete and include all parts and accessories
• Be securely packaged to prevent damage in transit
• Have been handled only as reasonably necessary to inspect the product

Where reasonably possible, please use the original packaging.

We may reduce the refund if the item has been used, damaged or handled beyond what would reasonably be permitted when inspecting it in a shop.

Please do not return an item without contacting us first. We will provide the correct return instructions and return address.

Return shipping costs

If you are returning an item because you have changed your mind, you are responsible for the direct cost of returning it.

Some of our products are large, heavy or fragile, meaning return shipping costs may be significant. Please contact us before arranging a return so that we can provide the appropriate return instructions.

We strongly recommend using a tracked and insured delivery service. We cannot be responsible for returned items that are lost or damaged during transit.

If an item is faulty, damaged, incorrectly described or you receive the wrong product, Solivona will cover the reasonable return shipping cost.

Damaged, faulty or incorrect items

Please inspect your order as soon as it arrives.

If your item is damaged, faulty or different from what you ordered, contact us at info@solivona.com as soon as possible. Please include your order number and clear photographs or a short video showing:

• The product
• The damage or fault
• The external packaging
• The shipping label

We will assess the issue and offer an appropriate solution, which may include a replacement, repair or refund. 

Non-delivery

If your order has not arrived within the estimated delivery period, please contact us at info@solivona.com with your order number.

Items that cannot be returned

Unless required by law, we cannot accept change-of-mind returns for:

• Bespoke, personalised or made-to-order products created to your specifications
• Products that have been altered at your request
• Sealed goods that are not suitable for return for health or hygiene reasons once the seal has been broken
• Items that have been damaged after delivery through misuse, neglect or improper handling

Refunds

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

Approved refunds will be issued to the original payment method. For eligible cancellations, we will also refund the cost of standard delivery. Additional charges for express or premium delivery are not refundable.

Refunds will be processed within 14 days of receiving the returned item or receiving satisfactory evidence that it has been sent back, where applicable.

Your bank or payment provider may require additional time to show the refund in your account.

Contact us

For questions about cancellations, returns or refunds, contact:

Solivona Ltd
Email: info@solivona.com