Refund policy

Returns & Refunds Policy

Last updated: 30 July 2026

At Solvrly we want you to feel confident in your purchase. If something isn't right, we're here to help. This policy explains your rights and our process for returns, refunds and replacements, and should be read alongside our Terms & Conditions.

Nothing in this policy limits your rights under the Australian Consumer Law (ACL).

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 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

14-Day Money-Back Guarantee

We offer a 14-day return window from the date your order is delivered. If you're not satisfied with your purchase, you may request a return under the conditions below.

Eligible for return:

• The item is unused, unworn and in its original condition
• The item is returned in its original packaging with all accessories, manuals and free gifts included
• Proof of purchase (order number or confirmation email) is provided
• The return request is submitted within 14 days of delivery

Not eligible for return (unless faulty):

• Items used beyond reasonable inspection
• Items with missing parts, accessories or packaging
• Items damaged through misuse, accident or failure to follow the instructions
• Change-of-mind requests made after the 14-day window
• Items bought as part of a clearance or final-sale promotion, where clearly marked

For hygiene reasons, items worn directly against the skin may only be returned if they are unused and in sealed or unopened condition — unless the item is faulty, in which case your ACL rights apply in full.

Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty, or is not what you ordered, 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'll 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.

How to Start a Return

1. Email solvrlywellness@gmail.com with your order number and the reason for the return.
2. Our team will reply within 1–2 business days with return instructions and a return address.
3. Send the item back using a trackable service. Please don't send items back before contacting us — 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.

Refunds

Approved refunds are issued to your original payment method within 5–10 business days of us receiving and inspecting the returned item. Your bank or card provider may take a few additional business days to show the funds.

• Change of mind: original shipping charges are non-refundable and you are responsible for return postage.
• Faulty or incorrect items: full refund, including original and return shipping.

Exchanges

If you'd like a different colour or size, the fastest way is to return the original item for a refund under this policy and place a new order.

Late or Missing Refunds

If you haven't received a refund after 10 business days, please check your bank account again, then contact your card provider or bank — there is often processing time before a refund appears. If you've done this and still haven't received it, email us at solvrlywellness@gmail.com.

Order Cancellations

If you need to cancel, contact us as soon as possible. We process orders quickly, so we can only cancel orders that haven't yet been dispatched. Once an order has shipped it must be handled through the standard returns process above.

Contact Us

Solvrly Customer Support
Email: solvrlywellness@gmail.com
Response time: within 1–2 business days (Monday to Friday)

This policy is provided for general information and does not constitute legal advice. Your statutory rights under the Australian Consumer Law always apply.