Terms of service

Terms of Service

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

Last updated: September 28, 2026

1. Overview and Store Operator

Welcome to Solaveli.

Solaveli is a trading name 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.

These Terms of Service (“Terms”) govern your access to and use of the Solaveli website, online store, physical products, personalized digital products, questionnaires, forms, written consultations, and related services (collectively, the “Services”).

By accessing the website, submitting information, or placing an order, you agree to these Terms and to the Privacy Policy, Refund Policy, and Shipping Policy published on the website.

If you do not agree with these Terms, please do not use the Services.

The online store is powered by Shopify, which provides the ecommerce technology used to operate the store.

2. Eligibility and Lawful Use

By using the Services, you confirm that you are legally permitted to enter into a purchase agreement in your jurisdiction or have any consent required by applicable law.

You agree to use the Services only for lawful personal purposes.

You must provide accurate, current, and complete information when placing an order, submitting a questionnaire, requesting a personalized product, or contacting us.

You are responsible for reviewing and correcting your information before submission.

3. Products and Services

Solaveli offers physical products and personalized digital experiences.

Physical products may include pendants, bracelets, symbolic accessories, gift packaging, and other lifestyle objects inspired by traditional symbolism and reflective living.

Personalized digital products and services may include:

• Personalized Life Reflection.
• Personalized Color Reflection Wallpaper.
• One Field Consultation.
• Other written or visual digital experiences described on the applicable product page.

A digital-only purchase does not include a physical product unless the product page expressly states otherwise.

The One Field Consultation is a written digital service and does not include a live telephone or video call.

We may update, limit, replace, or discontinue products and services where permitted by applicable law.

4. Product Information and Materials

We make reasonable efforts to present product names, descriptions, photographs, measurements, materials, prices, availability, and packaging accurately.

Physical products may vary slightly in:

• Color.
• Pattern.
• Texture.
• Shape.
• Surface details.
• Bead count.
• Dimensions.
• Weight.
• Finish.

Measurements and weights are approximate unless expressly stated otherwise.

Material descriptions are based on information available to us, including information supplied by manufacturers and product suppliers.

Unless an individual product page expressly states otherwise, physical products do not include independent gemstone grading, laboratory testing, or material certification.

Customers should review the complete product description before ordering.

5. Symbolic and Cultural Content

Physical products are offered as symbolic lifestyle accessories and personal objects.

Descriptions involving balance, grounding, harmony, opportunity, relationships, intention, or similar themes are provided for cultural exploration, symbolism, personal reflection, and everyday enjoyment.

Symbolic meanings are personal and subjective.

Physical products do not guarantee:

• Future events.
• Luck or protection.
• Wealth or financial improvement.
• Career results.
• Relationship outcomes.
• Physical or mental health outcomes.
• Emotional outcomes.
• Any other particular result.

Physical products are not intended to diagnose, treat, cure, or prevent any medical or psychological condition.

6. Personalized Digital Experiences

Personalized digital experiences are prepared using information voluntarily submitted by the customer.

Depending on the selected product, this information may include:

• Birth information.
• An area of personal focus.
• A current situation.
• A personal question.
• Questionnaire responses.
• Symbolic color preferences.
• Phone-screen requirements.
• An email address for delivery.

Personalized products are intended for cultural exploration and personal reflection.

Written readings may draw on traditional BaZi (Four Pillars), Five Element relationships and Chinese zodiac symbolism, according to the birth information available. They may include interpretations of recurring life themes and possible future trends. These are symbolic interpretations rather than established facts or guarantees of future events or outcomes. Where birth information is incomplete, the scope of the reading is adapted rather than a complete chart being assumed.

Personalized digital content is prepared with AI assistance and reviewed by a person before delivery. A brand voice or persona does not by itself mean that a particular individual personally conducted or authored a reading.

They do not constitute medical, psychological, legal, financial, investment, employment, relationship, or other professional advice.

Customers remain responsible for their own decisions and actions.

7. Questionnaires and Information Submission

We may use third-party form providers, including Tally, to collect information required for personalized digital products.

We recommend completing the relevant questionnaire before purchasing. Customers who have already purchased may complete it using the link on the product page or in their order-confirmation email.

Please use the same email address for the questionnaire and checkout so we can match your answers with your order.

Personalized work begins only after:

• Payment has been confirmed; and
• All information reasonably required to prepare the product has been received.

If submitted information is missing, unclear, or inconsistent, we may contact the customer before preparation begins.

By submitting information, you confirm that:

• The information is accurate to the best of your knowledge.
• You have the right to provide it.
• It does not infringe another person’s rights.
• You understand that incomplete information may delay delivery.

Do not submit passwords, complete payment-card numbers, banking credentials, government identification numbers, detailed medical records, or other unnecessary sensitive information.

Personal information is handled in accordance with our Privacy Policy.

8. Orders and Acceptance

Placing an order constitutes a request to purchase the selected product or service.

An order is accepted after payment has been successfully processed and an order confirmation has been issued.

We may decline, limit, or cancel an order where permitted by applicable law, including in cases involving:

• Product unavailability.
• Incorrect pricing or product information.
• Suspected fraud or unauthorized payment activity.
• Incomplete personalization information.
• An inability to fulfil the order.
• A violation of these Terms.

If we cancel an accepted order after payment, an appropriate refund will be issued to the original payment method where required.

Customers must review their product selection, email address, billing information, delivery address, and personalization details before completing an order.

9. Prices, Payments, and Billing

Product prices are displayed in the currency shown on the website or during checkout.

Prices and availability may change without notice. Changes do not normally affect an order that has already been accepted.

Shipping charges, taxes, import duties, customs charges, currency-conversion fees, or other applicable costs may be added or charged separately.

The final amount payable will be displayed during checkout before payment is submitted.

Customers agree to provide accurate billing information and confirm that they are authorized to use the selected payment method.

Payments may be processed by authorized third-party payment service providers. Their services may be subject to separate terms, privacy notices, security procedures, and transaction screening.

We do not receive or store complete payment-card details when they are processed directly by an authorized payment provider.

10. Digital Delivery

Personalized digital products are delivered electronically to the email address provided by the customer.

Personalized digital products are prepared and delivered by email within 2 business days after payment is confirmed and all required questionnaire information is received. No separate consent reply or cooling-off waiting period is required.

Customers are responsible for:

• Providing a valid email address.
• Checking spam or junk folders.
• Providing complete personalization information.
• Responding to reasonable requests for missing information.

Delivery may be delayed if required information is incomplete or inaccurate.

A digital product is considered delivered when it has been sent to the email address or other approved delivery destination provided by the customer.

11. Physical Shipping and Delivery

Physical products may be fulfilled through logistics partners and shipped from China.

Available destinations, shipping rates, free-shipping conditions, processing periods, estimated delivery times, tracking information, customs responsibilities, and address requirements are stated in our Shipping Policy.

Shipping charges apply only to orders containing physical products.

Delivery estimates are provided for reference and are not guaranteed.

Delivery may be affected by customs processing, public holidays, weather, carrier disruptions, remote destinations, incorrect address information, or other circumstances outside our reasonable control.

Customers are responsible for providing a complete and accurate delivery address.

12. Customs, Duties, and Taxes

International orders may be subject to import duties, taxes, customs charges, brokerage charges, or local handling fees.

Unless checkout expressly states otherwise, these charges are not included in the product price or shipping fee and are the customer’s responsibility.

We cannot control or predict charges imposed by the authorities or service providers in the destination country.

13. Cancellations, Returns, and Refunds

Cancellations, returns, replacements, and refunds are governed by our Refund Policy and applicable law.

Eligible physical products may generally be returned within 30 days of delivery, subject to the conditions stated in the Refund Policy.

Customers are generally responsible for standard return shipping costs unless the item was sent incorrectly, arrived damaged, or has a confirmed defect.

Customers must contact us and receive return instructions before sending a product back. Unauthorized returns may not be accepted.

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.

We do not treat preparation or delivery as a waiver of statutory cancellation rights. Mandatory consumer rights and any more favourable refund promise made when an existing order was placed remain unaffected.

14. Product Images and Digital Presentation

Product photographs are intended to represent the overall design and appearance of the product.

Some lifestyle, editorial, or promotional images may be digitally created or enhanced for presentation purposes.

Decorative objects, furniture, clothing, plants, books, display stands, or other accessories appearing in lifestyle images are not included unless expressly listed on the product page.

Only items specifically identified in the product description or “What You’ll Receive” section are included in the purchase.

Screen settings, photography, lighting, production batches, and individual finishing may affect how a product appears.

Minor variations that do not materially change the overall design or intended use of a product are not necessarily defects.

15. Customer Responsibilities

Customers are responsible for:

• Reading the product description before ordering.
• Selecting the intended product or variant.
• Providing accurate contact, billing, and delivery information.
• Submitting required personalization details.
• Checking order confirmations and delivery communications.
• Using products in a reasonable and lawful manner.
• Following applicable care instructions.

Customers must not rely on symbolic descriptions or personalized content as a substitute for professional advice.

16. Intellectual Property

Website content, including original text, product descriptions, graphics, layouts, logos, questionnaires, digital formats, and personalized content, is owned by Solaveli, the store operator, or the applicable rights holder and is protected by relevant intellectual-property laws.

Customers may use the website and purchased digital products for lawful personal purposes.

Unless written permission has been provided, customers may not:

• Reproduce website content for commercial purposes.
• Resell or redistribute personalized digital products.
• Publish purchased personalized content as their own work.
• Use website content to create a competing commercial product.
• Use website images or videos in advertisements or other product listings.
• Systematically scrape or extract website content.
• Remove copyright, trademark, or ownership notices.

Purchasing a digital product provides a limited, non-exclusive, non-transferable right to use the delivered product for personal purposes.

No intellectual-property ownership is transferred to the customer.

17. Third-Party Services and Links

The Services may use or link to third-party platforms and providers, including:

• Shopify.
• Tally.
• Payment processors.
• Shipping and logistics providers.
• Email and messaging providers.
• Analytics services.
• Social media platforms.

Third-party services are governed by their own terms, privacy policies, availability, and security practices.

We are not responsible for third-party content, websites, services, or practices that we do not control.

A link to a third-party service does not necessarily constitute an endorsement.

18. Customer Communications

Customers may contact us through the Contact page.

When contacting us about an order, customers should provide:

• Their name.
• A valid email address.
• The order number.
• The product or service involved.
• A clear description of the issue.

Where relevant, please keep photographs or supporting information. These can be sent by email after we reply.

We will use the submitted contact information to respond. A WhatsApp number is optional and may be provided, including its country code, for follow-up about the request.

We aim to respond within two business days, although response times may be affected by public holidays, unusually high demand, or circumstances outside our reasonable control.

No public telephone support is currently provided.

19. Reviews, Feedback, and Submitted Content

If you voluntarily submit a review, testimonial, photograph, suggestion, comment, or other content, you confirm that:

• You created it or have the right to submit it.
• It is accurate and not misleading.
• It does not infringe another person’s rights.
• It does not contain unlawful, abusive, or harmful material.

Where permitted by applicable law, you grant us a non-exclusive right to use and display voluntarily submitted content for legitimate business and promotional purposes.

We may decline to publish or may remove content that violates these Terms, applicable law, or another person’s rights.

20. Prohibited Uses

You may not use the Services to:

• Violate applicable laws or regulations.
• Commit or attempt fraudulent payment activity.
• Submit false, misleading, or unauthorized information.
• Impersonate another person or business.
• Infringe intellectual-property, privacy, publicity, or other rights.
• Harass, threaten, abuse, or harm another person.
• Interfere with the security or operation of the website.
• Attempt unauthorized access to systems, accounts, or information.
• Introduce malware, viruses, or harmful code.
• Use automated tools to disrupt or improperly extract content.
• Use purchased content for unlawful or deceptive purposes.

We may restrict access to the Services where permitted by law if we reasonably believe these Terms have been violated.

21. Privacy

Our collection, use, disclosure, storage, retention, and protection of personal information are explained in our Privacy Policy.

Customers should review the Privacy Policy before submitting birth information, questionnaires, personal questions, contact information, or other personal data.

22. Disclaimers

To the extent permitted by applicable law, the Services are provided on an “as is” and “as available” basis.

We do not guarantee that:

• The website will always be uninterrupted or error-free.
• A physical product will be completely identical to a photograph.
• A personalized experience will meet every subjective expectation.
• Symbolic content will produce a particular result.
• Delivery estimates will never be affected by external circumstances.
• A third-party service will always remain available.

Products and personalized experiences do not provide medical, psychological, legal, financial, investment, or other professional advice.

Nothing in these Terms excludes warranties, remedies, or consumer rights that cannot legally be excluded.

23. Limitation of Liability

To the fullest extent permitted by applicable law, Solaveli and the store operator will not be liable for indirect, incidental, special, consequential, exemplary, or punitive losses arising from use of the Services.

Where permitted by law, our total liability for a claim relating to a specific purchase will not exceed the amount paid for the product or service giving rise to that claim.

Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited.

24. Events Outside Our Control

We are not responsible for a delay or failure caused by circumstances outside our reasonable control.

These circumstances may include customs delays, carrier disruptions, natural events, severe weather, public emergencies, government actions, labour disruptions, failures of third-party platforms, or interruptions to communication and payment systems.

We will make reasonable efforts to communicate material delays and fulfil affected obligations when reasonably possible.

25. Severability and Waiver

If any provision of these Terms is found to be unlawful, invalid, or unenforceable, that provision will be enforced to the fullest extent permitted or separated from the remaining Terms.

The remaining provisions will continue in effect.

Failure to enforce a provision immediately does not waive the right to enforce it later.

26. Entire Agreement

These Terms, together with the Privacy Policy, Refund Policy, Shipping Policy, and other policies referenced on the website, constitute the agreement between the customer and the store operator concerning the Services.

They replace prior communications relating to the same subject matter, except where otherwise required by law.

27. Changes to These Terms

We may update these Terms to reflect changes to our Services, products, operating practices, service providers, or legal obligations.

The current version will be posted on this page with an updated revision date.

Continued use of the Services after updated Terms become effective constitutes acceptance to the extent permitted by applicable law.

28. Governing Law and Consumer Rights

These Terms are governed by the laws of England and Wales.

Nothing in these Terms limits mandatory consumer rights that apply under the laws of the customer’s country or region.

Before beginning formal proceedings, customers are encouraged to contact us so that we can attempt to resolve the matter in good faith.

29. Contact

Questions about these Terms, an order, a product, or a service may be submitted through the Contact page.

Please provide your name, a valid email address, and your message so that we can reply.

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.