Return and refund policy

Return & Refund Policy

At Solqevr™, we want customers to understand clearly how returns, refunds, exchanges, and order-related product issues are handled.

This Return & Refund Policy applies to eligible purchases made through our store.

1. 180-Day Return Window

Eligible products may be returned within:

180 calendar days after delivery

The return period begins on the date the order is shown as delivered.

To qualify for a standard return, the product should generally be:

In the same condition in which it was received
Unused and not materially altered
Returned with its original packaging where reasonably available
Accompanied by the order number, receipt, or other proof of purchase

Products showing excessive use, intentional damage, unauthorized modification, or other conditions inconsistent with a normal return request may not qualify.

2. How to Request a Return

Before sending any product back, please contact our customer support team:

Email: service@solqevra.com

Please include, where applicable:

Your order number
The product you wish to return
The reason for the return
Your contact email address
Photos or videos if the request involves damage, defects, or an incorrect item

Our customer support team will review the request and provide the appropriate return instructions if the return is eligible.

Please do not send a product back without first contacting us and receiving the applicable return instructions.

3. Return Address

Please do not automatically send returns to our business registration address.

Once an eligible return request has been reviewed, our customer support team will provide the appropriate return warehouse address and return instructions.

The applicable return location may differ from the company’s registered business address depending on fulfillment arrangements.

4. Preference-Based Returns

A preference-based return includes situations such as:

The customer changes their mind
The item is no longer wanted
The customer prefers a different product
The product is returned for reasons unrelated to a defect, damage, or fulfillment error

For eligible preference-based returns, the customer is generally responsible for the cost of return shipping.

Any applicable return shipping responsibility will be explained before the return is sent.

5. Damaged, Defective, Incorrect, or Misdescribed Items

Please inspect your order after delivery.

If your product arrives:

Damaged
Defective
Incorrect
Missing an expected component
Materially different from the product description

please contact us at:

service@solqevra.com

Where relevant, include clear photographs or videos showing the issue.

After reviewing the information, we will provide an appropriate resolution.

Depending on the circumstances, this may include:

A replacement
A refund
A return arrangement
Another reasonable solution

If the issue results from a damaged, defective, incorrect, or materially misdescribed item, the customer will not be required to bear additional return costs caused by our fulfillment error.

6. Non-Returnable Items

Certain products may not qualify for return where permitted by applicable law.

Examples may include:

Customized or personalized products
Gift cards
Items that have been substantially used or altered
Products damaged through misuse after delivery
Items specifically identified as non-returnable before purchase

If a product is subject to a special return restriction, that restriction should be clearly disclosed before purchase or in the applicable product information.

If you are uncertain whether your order qualifies, please contact us before returning the item.

7. Sale or Promotional Items

A product being sold at a promotional or reduced price does not automatically make it non-returnable unless a specific restriction was clearly disclosed before purchase.

Where a promotional item remains eligible under this policy, the same applicable return procedures will apply.

8. Exchanges

We do not require customers to wait for a direct exchange process where a separate purchase is more practical.

Where appropriate, the usual process is:

Request a return for the original product
Follow the return instructions provided by customer support
Once the original return is accepted, place a new order for the preferred item

If the original item was damaged, defective, or incorrect, please contact us first so we can determine the appropriate resolution before placing another order.

9. European Union Cooling-Off Rights

Customers in the European Union may also have statutory cancellation or cooling-off rights under applicable consumer law.

Where a statutory 14-day cooling-off period applies, those legal rights are separate from and do not reduce the broader 180-day Solqevr™ return window described in this policy.

Applicable statutory rights remain unaffected.

10. Refund Review

After the returned product is received, it may be inspected to confirm that it meets the applicable return conditions.

Once the review is completed, we will notify you of the outcome.

If the refund is approved, it will be issued to the original payment method used for the purchase.

11. Refund Processing Time

Approved refunds are generally issued to the original payment method within:

5–10 business days after the returned item has been received, inspected, and the refund has been approved.

After we issue the refund, your bank, card issuer, PayPal, or other payment provider may require additional time before the funds appear in your account.

That additional posting time is controlled by the financial institution or payment provider.

12. Original Shipping Charges

Original shipping charges paid at checkout are generally not refundable for preference-based returns unless otherwise required by law.

However, where a refund results from an incorrect, damaged, defective, or materially misdescribed item, the resolution will be handled according to the circumstances of the issue and applicable law.