Refund policy

Refund Policy

Customer support: support@solaveli.com. You can also use our Contact form.

Last updated: September 27, 2026

Overview

We want customers to understand the return and refund conditions before purchasing.

Solaveli offers both physical products and personalized digital experiences. Different return and refund rules apply to each type of purchase.

This Refund Policy does not limit consumer rights that cannot legally be excluded.

Solaveli is operated by:

SOLAVELI LTD

Registered in England and Wales.
Company number: 17475479.
Registered office: Initial Business Centre, Unit 7 Wilson Business Park, Manchester, M40 8WN, United Kingdom.

1. Physical-Product Returns

You may request a return of an eligible physical product within 30 days after delivery.

To qualify for a standard return, the product must normally be:

Unused.
Unworn, except for a reasonable initial inspection.
Undamaged.
In its original condition.
Returned with the original packaging and included accessories.
Accompanied by information that allows us to identify the order.

Do not return a product before contacting us and receiving return instructions.

The return address may be different from the address shown on the original shipping label. Products sent to an unauthorized address may not be accepted or processed.

2. How to Request a Return

Submit a return request through our Contact page.

Please include:

Your full name.
The email address used for the purchase.
Your order number.
The product you wish to return.
The reason for the return.

If the product is damaged, defective, incorrect, or materially different from what was ordered, please keep relevant photographs. You can send these by email after we reply.

After reviewing the request, we will provide return instructions and the applicable return address if the return is eligible.

Submitting a request does not automatically mean that a return or refund has been approved.

3. Standard Return Shipping Costs

For an eligible standard return based on personal preference, change of mind, size, or another reason not caused by our error, the customer is responsible for:

Return shipping costs.
Any return customs charges.
Any carrier handling fees.
Safely packaging the returned product.
Obtaining proof of return shipment.

Original shipping charges are generally non-refundable for a standard return.

We recommend using a trackable return method. We are not responsible for a return shipment that is lost before reaching the authorized return destination.

No restocking fee is charged for an eligible product returned in accordance with this policy.

4. Damaged, Defective, or Incorrect Products

If a physical product arrives damaged, has a confirmed defect, or is different from the product ordered, contact us as soon as reasonably possible after delivery, preferably within seven days.

Include your order number and a clear description of the problem. Please keep photographs of the product, packaging, and shipping label where available. You can send these by email after we reply.

Do not discard the product or packaging until we have reviewed the request.

If the issue is confirmed, we may provide an appropriate resolution such as:

A replacement.
A full or partial refund.
A refund of reasonable return shipping costs.
Another solution agreed with the customer.

When the wrong product was sent, the product arrived damaged, or a product has a confirmed defect, Solaveli will cover reasonable authorized return shipping costs where a return is required.

Normal variations in color, pattern, texture, dimensions, weight, bead count, surface details, or finish are not necessarily defects when they do not materially change the product’s overall design or intended use.

5. Products That Cannot Be Returned

The following items may not qualify for a standard return:

Products returned more than 30 days after delivery.
Products showing significant wear or customer-caused damage.
Products altered, repaired, or modified after delivery.
Products missing substantial parts, packaging, or included accessories.
Products contaminated or returned in an unsafe condition.
Products sent to an unauthorized return address.
Digital products and personalized services, except as described below.

This section does not affect rights or remedies that cannot legally be excluded.

6. Exchanges

We do not guarantee direct product exchanges.

Where appropriate, we may ask the customer to return the original eligible product and place a separate order for the preferred item.

If the wrong product was sent or a confirmed defect exists, we may arrange a replacement without requiring a separate purchase.

7. Order Cancellations

Physical products

A physical-product order may be cancelled before processing or shipment has begun.

Once processing or shipment has begun, cancellation may no longer be possible. The customer may need to receive the product and request a return under this policy.

Personalized digital products and written services

For help with V01, V02 or V03, email support@solaveli.com with your order details. We will review your request and help with an appropriate resolution. Cancellation and refund rights are explained in our Refund Policy.

8. Personalized Digital Products and Services

This section covers Personalized Life Reflection (V01), Personalized Color Reflection Wallpaper (V02), and One Field Consultation (V03). Orders are prepared and delivered by email within 2 business days after confirmed payment and receipt of the completed questionnaire.

Help with your order

If you wish to cancel or have a concern about your delivery, email support@solaveli.com or use our Contact form. Include the order number if available, or your purchase email so we can find your order. We aim to respond within 2 business days.

We will review your request and provide an appropriate resolution, which may include assistance, a correction, replacement, or refund. Outside applicable statutory rights and any promise made when you purchased, discretionary refunds are considered individually.

Cancellation rights

Where UK or EEA distance-contract cancellation rights apply, you generally have 14 days from the day after the contract is made to cancel a digital-content or service purchase without giving a reason. Any longer period required by law remains available. Send a clear cancellation notice by email or our Contact form before the applicable deadline; no particular form or prior approval is needed.

We do not treat payment, questionnaire submission, silence, preparation or delivery as a waiver of statutory cancellation rights. Where the conditions for losing those rights or charging for early supply or service performance have not been met, we will not refuse a statutory cancellation or deduct a charge that the law prohibits.

Any refund due following statutory cancellation will be issued without undue delay and within 14 days of receiving the cancellation notice, using the original payment method unless otherwise lawfully agreed. Your bank or payment provider may take additional time to display the credit.

Delivery issues and wallpaper versions

Please contact us if content is faulty, inaccessible, materially incomplete, late or not as described. Your statutory remedies remain available, and we will not require you to accept a replacement where you are legally entitled to a refund.

V02 includes two completed personalized wallpaper versions delivered together. Keep both and choose either to use; no selection reply is required. This does not limit applicable consumer rights.

This policy does not reduce mandatory consumer rights or any more favourable refund promise provided when an existing order was placed. Physical-product returns are covered by the separate sections of this policy.

9. Digital Delivery Problems

If you do not receive a digital product within the stated preparation period, please:

Check your spam or junk folder.
Confirm that the email address supplied with the order was correct.
Contact us through the Contact page.
Include the order number and email address used during checkout.

If delivery failed because of an incorrect email address supplied by the customer, we will make reasonable efforts to resend the product after the correct address is provided.

If a digital file is damaged, incomplete, or cannot be opened, we can help with a correction or replacement if you prefer. Any applicable right to a refund remains available.

10. Return Inspection

After an authorized physical return is received, we will inspect the product and confirm whether the return meets the conditions in this policy.

Inspection is normally completed within five business days after the return is received.

We will notify the customer of the decision using the email address associated with the order or return request.

A refund may be reduced or declined where permitted by law if the returned product:

Has been used beyond reasonable inspection.
Has been damaged after delivery.
Is missing significant parts or accessories.
Is not the product originally supplied.
Does not otherwise satisfy the authorized return conditions.

11. Refund Method and Timing

Approved refunds are issued to the original payment method whenever possible.

We normally initiate an approved refund within five business days after approval.

The time required for the refund to appear in the customer’s account depends on the payment provider, card issuer, bank, currency, and country. Additional processing time may be required by the financial institution.

We do not control the processing period after a refund has been submitted to the payment provider.

If the original payment method is unavailable, we will determine an appropriate lawful alternative.

12. Shipping Charges

Original shipping charges are generally non-refundable for standard returns based on change of mind or personal preference.

Original standard shipping charges may be refunded where:

We cancelled the complete order before shipment.
The complete order was sent incorrectly.
The complete order arrived damaged or had a confirmed material defect.
Applicable law requires the shipping charge to be refunded.

Customs duties, import taxes, brokerage fees, currency-conversion costs, and charges paid directly to third parties are not normally refundable by Solaveli.

Customers may need to contact the relevant authority or service provider concerning those charges.

13. Free-Shipping Orders

A qualifying order that received free standard shipping may still be returned if it meets the conditions in this policy.

For an eligible standard return, the refund will normally be based on the approved returned product price. No separate outbound shipping amount will be refunded when no shipping charge was paid.

The customer remains responsible for standard return shipping costs unless the return resulted from an incorrect, damaged, or confirmed defective product.

14. Partial Refunds

Where permitted by law, a partial refund may be offered when:

Only part of an order is returned.
A customer agrees to keep a product with a minor confirmed issue.
A returned product has lost value because of handling beyond reasonable inspection.
Part of a digital product is materially incomplete and correction is not reasonably possible.
Another partial resolution is agreed with the customer.

We will explain the basis of any proposed partial refund before it is processed.

15. Lost or Significantly Delayed Shipments

Delivery estimates are not guarantees.

Customs processing, carrier disruptions, public holidays, weather, remote destinations, or other events outside our control may cause delays.

If tracking indicates that a shipment may be lost or significantly delayed, contact us through the Contact page.

We will review the available tracking information and may contact the carrier or logistics provider.

Where a shipment is confirmed lost, we may offer a replacement, refund, or another appropriate resolution.

16. Duplicate or Unauthorized Orders

If you believe that an order was duplicated or placed without authorization, contact us promptly through the Contact page.

We may request reasonable information to identify the transaction and prevent unauthorized disclosure.

Payment fraud and unauthorized transactions may also be investigated by the applicable payment provider or financial institution.

17. Chargebacks and Payment Disputes

If you believe there is a problem with an order, we encourage you to contact us first so that we can attempt to resolve the issue promptly.

This does not prevent you from exercising lawful rights available through your payment provider or financial institution.

We may provide order confirmations, delivery records, correspondence, questionnaire-submission records, and other relevant transaction information to payment providers when responding to a payment dispute.

Personal information used for dispute handling will be processed in accordance with our Privacy Policy.

18. Consumer Rights

Nothing in this Refund Policy limits mandatory cancellation, return, refund, repair, replacement, or other consumer rights that apply under the laws of the customer’s country or region.

Where applicable law provides greater protection than this policy, the applicable legal requirement will control.

19. Contact

To request a cancellation, return, replacement, or refund, submit the form on our Contact page.

Please include your name, a valid email address, your request, and the relevant order number.

We aim to respond within two business days.

Store operator:
SOLAVELI LTD

Registered in England and Wales.
Company number: 17475479.
Registered office: Initial Business Centre, Unit 7 Wilson Business Park, Manchester, M40 8WN, United Kingdom.