Refund
Policy
We believe a clear refund process is an important part of a thoughtful online shopping experience. This policy explains how refunds are reviewed, processed, and communicated when an eligible order is approved for a refund.
Fair, clear, and based on the details of each order.
Refund eligibility depends on the applicable return rules, the condition of the product, the timing of the request, the reason for the return, and any mandatory consumer rights that apply to the purchase.
We recommend contacting Solvane Atelier before sending an item back. This gives our customer care team an opportunity to review your request, confirm the applicable procedure, and provide the correct return instructions.
Eligibility
A refund is available when a return or other refund request meets the applicable policy requirements.
Verification
Order information and, where relevant, product condition may be reviewed before a refund is approved.
Processing
Approved refunds are processed according to the applicable order and payment information.
The refund journey
The following outlines the general stages of an approved refund request. Individual orders may require additional review depending on the circumstances.
Contact
Send our customer care team your order number, checkout email, product information, and the reason for your request.
Review
We review the request against the applicable policy, order details, product condition, and circumstances provided.
Return
When a return is required and approved, follow the return instructions supplied by our customer care team.
Refund
Once the applicable requirements have been satisfied, the approved refund is processed through the relevant payment method.
Please wait for return instructions.
Sending a product to an unconfirmed address can create unnecessary delays. Before returning an item, contact Solvane Atelier and wait for the applicable instructions.
If your product arrived damaged, defective, incomplete, or different from what you ordered, please mention this when contacting us and provide photographs where possible.
Where will my refund go?
Approved refunds are generally returned to the original payment method used for the order, unless another method is agreed upon or required by applicable law.
How long does a refund take?
Refund processing may involve more than one stage. After Solvane Atelier processes an approved refund, the payment provider, card issuer, bank, or other financial institution may require additional time before the funds become visible in the customer's account.
What if I return only part of my order?
If only selected products from an order are approved for return, the refund will generally relate only to the applicable returned products and eligible amounts.
What happens to shipping charges?
Shipping charges and other order-related costs may be treated differently depending on the reason for the return, the applicable return policy, the destination, and mandatory consumer laws.
What happens if I used a discount?
Promotional discounts, coupons, bundle offers, gifts, or other promotional benefits may affect the amount refunded. The applicable calculation depends on the terms of the promotion and the products being returned.
Your mandatory consumer rights remain protected.
Nothing in this Refund Policy is intended to remove, restrict, or replace consumer rights that cannot legally be excluded or limited under the laws applicable to your purchase.
Refund questions
Can I request a refund without returning the product?
In most situations where a physical product return is required, the return process must be completed before the refund can be finalized. Specific circumstances may be handled differently.
Can I get a refund if my item is damaged?
Contact us promptly if an item arrives damaged. Please provide photographs of the product and packaging where possible so the issue can be reviewed.
What if I received the wrong item?
Contact customer care before returning the item. We will compare the received product with your order and provide the appropriate next steps.
Why has my refund not appeared yet?
Once a refund has been issued, your payment provider or financial institution may need additional processing time before the funds appear in your account.
Can I request an exchange instead?
Depending on product availability and the circumstances, an exchange may be possible. Please contact us before returning the product.
What information should I send to customer care?
Include your order number, checkout email, product name, and a concise explanation of the issue. Photographs can be especially helpful for damaged or incorrect items.
A note about individual circumstances
Refund requests can involve different circumstances, including damaged products, incorrect items, partial returns, promotional purchases, international orders, or other situations. If your request does not fit neatly into the information above, please contact Solvane Atelier and our customer care team will review the available details with you.
Need help with a refund?
Contact Solvane Atelier at service@solvaneatelier.store. Please include your order number so that our team can identify the purchase and assist you more efficiently.