Refund policy
90-Day Return Policy
We have a 90-day return policy, which means you have 90 days after receiving your item to request a return.
To be eligible for a return under our voluntary 90-day return policy, your item must be unopened, unused, in the same condition that you received it, and in its original sealed packaging. You’ll also need the receipt or proof of purchase.
For health and hygiene reasons, we cannot accept returns of supplements once the product seal has been broken or the product has been opened or used, unless the item is faulty, damaged, incorrect, not as described, or you otherwise have a statutory right to a refund or other remedy.
To start a return, please contact us at hello.solvee@gmail.com.
If your return is accepted, we’ll provide instructions on how and where to send your package. Where applicable, we may also provide a return shipping label. Items sent back to us without first requesting a return will not be accepted.
You can always contact us with any return questions at hello.solvee@gmail.com.
Damages and issues
Please inspect your order upon receipt and contact us as soon as possible if your item is defective, damaged, incorrect or not as described so that we can evaluate the issue and make it right.
Your statutory rights are not affected by this policy. In the UK, consumers have legal rights where goods are faulty, damaged or not as described.
Exceptions / non-returnable items
Certain types of items cannot be returned under our voluntary return policy, including:
- Supplements or other sealed goods that have been opened or unsealed where they are not suitable for return for health protection or hygiene reasons
- Perishable goods
- Custom or personalised products
- Personal care goods where applicable
- Hazardous materials, flammable liquids or gases
- Gift cards
Please contact us if you have any questions about whether your specific item is eligible for return.
Exchanges
The fastest way to ensure you receive the item you want is to return the item you currently have, where eligible, and once the return has been accepted, make a separate purchase for the new item.
UK online order cancellation rights
For eligible online purchases, UK consumers generally have the right to cancel an order within 14 days of receiving the goods and then have a further 14 days to return them. Certain exceptions apply, including some sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.
These statutory cancellation rights are separate from, and in addition to, our voluntary 90-day return policy.
European Union 14-day cooling-off period
If your order is being shipped to a customer in the European Union, you generally have the right to cancel or return eligible online purchases within 14 days of receiving them, without having to provide a reason. Certain exceptions apply, including some sealed goods that have been opened.
These statutory rights are separate from our voluntary 90-day return policy.
Refunds
We will notify you once we have received and inspected your return and let you know whether the refund has been approved.
If approved, your refund will be issued automatically to your original payment method within 10 business days.
Please remember that it may take additional time for your bank or credit-card provider to process and post the refund.
If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at:
hello.solvee@gmail.com
Nothing in this policy affects your statutory consumer rights.