Privacy policy
# Returns & Refunds Policy
At Solvrly, we want you to feel confident in your purchase. If something isn't right, we're here to help. This policy outlines your rights and our process for returns, refunds, and replacements, and should be read alongside our Terms of Service.
Nothing in this policy limits your rights under the **Australian Consumer Law (ACL)**.
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## Your Rights Under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the product repaired or replaced if it fails to be of acceptable quality and the failure does not amount to a major failure.
A **major failure** includes when a product:
- Has a problem that would have stopped you from buying it had you known about it
- Is significantly different from the description or sample shown
- Is substantially unfit for its common purpose and can't easily be fixed within a reasonable time
- Is unsafe
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## 30-Day Satisfaction Window
We offer a **30-day return window** from the date your order is delivered. If you're not satisfied with your Solvrly Knee Massager, you may request a return under the conditions below.
### Eligible for return:
- Item is unused, unworn, and in its original condition
- Item is returned in the original packaging with all accessories, manuals, and free gifts included
- Proof of purchase (order number or confirmation email) is provided
- Return request is submitted within 30 days of delivery
### Not eligible for return (unless faulty):
- Items that have been used beyond reasonable inspection
- Items with missing parts, accessories, or packaging
- Items damaged due to misuse, accident, or failure to follow the user manual
- Change-of-mind returns requested after the 30-day window
- Items purchased as part of a clearance or final-sale promotion (where clearly marked)
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## Faulty, Damaged, or Incorrect Items
If your item arrives damaged, faulty, or is not what you ordered, please contact us **within 7 days of delivery** with:
- Your order number
- A clear description of the issue
- Photos or a short video showing the fault or damage
We will assess the issue and, depending on the circumstances and your rights under the ACL, offer you a **repair, replacement, or refund**. We cover return shipping costs for faulty or incorrect items.
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## How to Start a Return
1. Email us at **support@solvrly.com** (or your support email) with your order number and reason for return.
2. Our team will respond within 1–2 business days with return instructions and a return address.
3. Ship the item back using a trackable service. **Please do not send items back without contacting us first** — unauthorised returns may not be processed.
4. Once we receive and inspect the item, we'll notify you of the outcome within 3–5 business days.
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## Refunds
Approved refunds are processed to your **original payment method** within 5–10 business days of us receiving and inspecting the returned item. Depending on your bank or card provider, it may take an additional few business days for the funds to appear in your account.
- **Change of mind returns:** Original shipping charges are non-refundable, and the customer is responsible for return shipping costs.
- **Faulty or incorrect items:** Full refund including original and return shipping.
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## Late or Missing Refunds
If you haven't received a refund after 10 business days:
1. Check your bank account again
2. Contact your credit card company — it may take time before the refund is officially posted
3. Contact your bank — there is often processing time before a refund appears
If you've done all of this and still haven't received your refund, please contact us at **support@solvrly.com**.
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## Order Cancellations
If you need to cancel your order, please contact us as soon as possible. We process orders quickly, so we can only cancel orders that have not yet been dispatched. Once an order has shipped, it will need to be handled through our standard returns process.
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## Contact Us
For any questions about returns, refunds, or your order, please reach out:
**Solvrly Customer Support**
Email: veynosupplies@gmail.com
Response time: Within 1–2 business days
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*This policy is provided for general information and does not constitute legal advice. Your statutory rights under the Australian Consumer Law always apply.*