Return policy

Changing your mind: UK online purchases

If you are a UK consumer, you will normally have 14 days from the day after you, or a person you nominate, receives the goods to tell us that you wish to cancel. If an order arrives in separate deliveries, the period normally runs from the day after the last item arrives.

After telling us that you are cancelling, you must send the goods back within 14 days. Email charliely6666@gmail.com with your order number and a clear statement that you are cancelling. You may use the model cancellation notice below, but you do not have to.

Return address

Do not send returns to any address on the parcel without checking first. Approved returns must be sent to:

Solviera — Returns
Unit A, 82 James Carter Road, Mildenhall, United Kingdom, IP28 7DE

Condition of returned goods

You may inspect goods as you would in a shop. Please return them with included accessories and, where reasonably possible, original packaging. We may make a deduction for loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Return postage

For a change-of-mind return, you are responsible for the return postage cost unless the item is faulty, damaged, misdescribed or incorrect. If goods are faulty, damaged on arrival, misdescribed or incorrect, we will cover reasonable return costs using the method we provide or approve. Keep proof of posting until the refund is complete.

Refund timing and method

For a valid cancellation, we will refund amounts due without undue delay and no later than 14 days after we receive the returned goods or, if earlier, 14 days after you provide evidence that you sent them back. We may withhold the refund until then. Refunds are made to the original payment method unless you expressly agree otherwise.

If you paid for delivery, we will refund the cost of the least expensive standard delivery method offered for the order. If you chose a more expensive or upgraded delivery method, we do not have to refund the additional cost.

Items excluded from change-of-mind cancellation

Statutory exceptions may apply, including goods made to your specification or clearly personalised, and sealed goods that are not suitable for return for health-protection or hygiene reasons after the seal has been broken. An exception will apply only where the law permits it. Your rights concerning faulty or misdescribed goods remain unaffected.

Faulty, damaged or misdescribed goods

Goods must be of satisfactory quality, fit for purpose and as described. UK consumers generally have a 30-day right to reject faulty goods for a refund, starting from ownership or delivery as applicable. After that period, you may have rights to repair or replacement and, where those remedies fail or are unavailable, a price reduction or final right to reject. Contact us with your order number, a description of the problem and supporting photographs where useful.

Exchanges

We do not currently offer direct exchanges. To choose another item, return the original item in accordance with this policy and place a new order. This does not affect your legal rights.

Model cancellation notice

Contact

Email charliely6666@gmail.com. Service hours are Monday to Friday, 09:00–18:00 UK time, excluding UK bank holidays.