Return and Refund Policy

Return & Refund Policy

We are committed to providing a fair and transparent return experience. This Return & Refund Policy outlines the procedures for order cancellations, returns, exchanges, and refunds in accordance with common U.S. e-commerce practices and Google Merchant Center (GMC) requirements.

1. Order Cancellation

Before Shipment

You may cancel your order at any time before it has been processed for shipment.

If the cancellation request is received before dispatch, your order will be canceled without penalty, and a full refund will be issued to your original payment method. No cancellation fees will apply.

2. Return Eligibility

Eligible products may be returned or exchanged within 30 days of the delivery date.

To qualify for a return or exchange, products must satisfy all applicable return conditions described in this policy. Requests submitted outside the return window may not be accepted.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, contains manufacturing defects, or differs from the item you purchased—for example, an incorrect model, finish, color, or size—please contact us as soon as possible.

After reviewing the situation, we may offer one of the following remedies, depending on the circumstances:

  • A full refund;

  • A partial refund;

  • A replacement item at no additional cost.

Each claim is reviewed individually to ensure an appropriate resolution.

4. Return Requirements

To be eligible for a refund or exchange, returned products must meet the following conditions:

  • The item must be unused and remain in clean, resalable condition.

  • The original packaging is strongly recommended whenever available. If the original packaging is unavailable, the item must be securely packaged to minimize the risk of damage during transportation.

  • All accessories, instruction manuals, warranty documents, and other included components must accompany the returned product.

  • Original product labels and identification tags must remain attached and undamaged.

Products that fail to meet these requirements may not qualify for a refund or exchange.

5. How to Request a Return

Submit Your Request

To begin the return process, please contact our customer support team by email or telephone.

When contacting us, please provide your order number together with a description of the reason for the return or exchange. Providing complete information allows us to review your request more efficiently.

Review Process

Once your request has been received, our team will verify:

  • Your purchase information and payment records;

  • Whether the request falls within the applicable return period;

  • Whether the product meets the eligibility requirements for return or exchange.

Returning the Product

If your request is approved, we will provide return instructions, including the return address.

Before shipping the item back, please ensure that:

  • The product is packaged securely with suitable protective materials;

  • A return form or written note containing your order number, product details, and reason for return is included inside the package;

  • A shipping service with tracking is used whenever possible.

A prepaid or designated return label will be provided when applicable. If your label has been lost or cannot be used, please contact our customer service team for assistance.

6. Refund Procedure

After the returned product has been delivered to us, it will be inspected to confirm that it satisfies our return requirements.

Once the inspection has been completed and the return is approved, your refund will be processed using the same payment method originally used for the purchase.

7. Refund Timing

Processing Period

Approved refunds are generally processed within 5 business days after the inspection has been completed.

Depending on your financial institution or payment provider, additional processing time may be required before the refunded amount appears in your account.

Refund Method

For security reasons, refunds are issued only to the original payment method used when placing the order.

8. Return Shipping Costs

Customer Preference Returns

If you are returning an item for personal reasons, such as changing your mind or preferring a different style, you are responsible for the return shipping costs.

We recommend selecting a tracked shipping service and retaining the shipping receipt until the return has been completed.

Our Responsibility

If the return results from our error—including incorrect products, shipping mistakes, or manufacturing defects—we will cover the applicable return shipping costs and provide either a replacement product or an appropriate refund.

Non-Eligible Returns

Returns may be declined if products have been used, damaged by improper handling, are missing components, or no longer satisfy our resale requirements.

9. Contact Us

If you need assistance with a return, refund, or exchange, our customer support team will be happy to help.

Telephone: +1 (270) 874-0661

Email: team@soltrivoniel.com

Address: 169 Pine St, Hopkinsville, KY 42240, United States

Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (Central Time, US)