Return and Refund Policy for solveastore.com
Effective Date: Nov 2024
We aim to provide a reliable and transparent shopping experience for customers in Germany and across the EU. Since many of our products are shipped directly from our partner suppliers, our return and refund procedures follow EU consumer expectations while remaining aligned with our logistics model.
1. Right of Withdrawal (Widerrufsrecht) – EU Consumer Standard
If you are purchasing as a consumer within the European Union, you have the right to withdraw from your purchase within 14 days of receiving the goods, without providing a reason, unless an exception applies.
To exercise this right, you must notify us within the 14-day withdrawal period using our contact details below.
We will then provide instructions for returning the item to the appropriate supplier warehouse.
Important EU Exceptions:
The right of withdrawal does not apply to:
• Custom-made or personalized products
• Sealed items not suitable for return for health or hygiene reasons, once opened
• Goods that, due to their nature, cannot be returned without deterioration
• Digital products or services already delivered/activated
Items being returned under the withdrawal right must be unused, in original condition, and in the original packaging where applicable.
2. Return Requests Due to Issues (Damaged, Wrong Item, etc.)
You may request a return or refund if:
• Your item arrives damaged or defective
• You receive the wrong product
• The product does not match the description or images
• There are verified quality issues
• Your order has exceeded the maximum delivery window
For faster review, we may request photos or videos as evidence.
3. Return Shipping Costs
Return shipping costs depend on the type of return:
• Withdrawal (Change of Mind / No Reason Required)
As allowed under EU rules, the customer may be responsible for return shipping costs when the withdrawal right is used.
• Faulty / Incorrect / Damaged Item
If the return is due to a verified defect, transit damage, or supplier error, the return shipping cost is covered by us.
In all cases, we will inform you clearly about any applicable costs before proceeding.
4. Return Conditions
To be eligible for a return:
• The item should be unused and in original condition
• All accessories, manuals, packaging, and components should be included (where applicable)
• Returns must follow the instructions we provide
Items not meeting these requirements may not qualify for a refund.
5. Review, Approval & Processing
Once your request is submitted:
1. Our support team reviews your case and order details
2. Evidence may be required to verify the issue
3. After approval, we will send return instructions and the correct warehouse address
4. Once the supplier receives and inspects the returned item, your refund will be processed
6. Refund Timeframe
Refunds are issued to the original payment method.
Processing times vary depending on your bank or payment provider, but refunds typically appear shortly after final approval and successful inspection.
7. Non-Returnable Items
The following items cannot be returned (unless defective or misdescribed):
• Customized or personalized products
• Hygiene-related items once opened
• Items that cannot be returned due to their nature (as stated on the product page)
• Digital goods once delivered
8. How to Contact Us
To start a return, refund, or withdrawal request, please contact:
Email: admin@solveastore.com
We are committed to handling your request efficiently and providing a smooth customer experience.