Return Policy
Last Updated: October 30, 2026
Return Window
Customers may request a return within 30 days after confirmed delivery of their order.
Before returning any item, customers must contact us so that we can review the request, determine eligibility, and provide the appropriate return instructions and return address.
To initiate a return, please contact service@solunevia.com with your order number and reason for the return.
Return Eligibility
Unless an item was received defective, damaged, incorrect, or otherwise eligible under applicable law, returned merchandise must be unused, unaltered, and in its original condition.
For skincare and personal care products, items must generally be unopened, unused, and in their original packaging to qualify for preference-based returns, subject to any restrictions disclosed before purchase.
For fitness and sports products, returned items must generally be unused, undamaged, and free from signs of wear, unless the return concerns a verified product defect or another issue covered by applicable law.
All included parts, accessories, manuals, product documentation, and original packaging must be returned with the item, where applicable.
Proof of purchase is required for return requests.
Non-Returnable Items
Certain products may be excluded from preference-based returns for health, safety, hygiene, personalization, or product-integrity reasons.
Non-returnable items may include:
Personalized or customized products.
Opened or used skincare and personal care products where hygiene-related restrictions apply.
Used hygiene-sensitive fitness or personal care accessories, where applicable.
Gift cards.
Products clearly marked as final sale before purchase.
Products expressly identified as non-returnable on their product pages.
Any applicable return exclusions will be disclosed before purchase, including on relevant product pages.
These exclusions do not affect customers' rights under applicable law regarding defective, damaged, incorrect, or misrepresented products.
Damaged, Defective, Incorrect, or Incomplete Orders
Customers should inspect their orders promptly after delivery.
If a skincare product, fitness item, or other purchased product arrives damaged, defective, incorrect, or incomplete, please contact us as soon as possible.
To help us review the issue, please provide:
Your order number.
A description of the issue.
Clear photos of the product, packaging, and shipping label, where applicable.
Additional photos or videos if reasonably necessary to evaluate the concern.
We will review the submitted information and, where the claim is validated, provide an appropriate remedy, which may include a replacement, refund, or other resolution in accordance with applicable law and our store policies.
Return Shipping
Customers are generally responsible for return shipping costs for preference-based returns, including returns due to a change of mind, incorrect product selection, or other reasons not caused by an error on our part.
If Solunevia confirms that an item was defective, damaged, or sent incorrectly, we will provide an appropriate remedy and return or resolution instructions.
Where a return is required due to a confirmed error on our part, Solunevia will cover reasonable return shipping costs.
Original shipping charges are not refundable unless required by applicable law or expressly stated otherwise.
Please contact us before shipping any return so that our team can provide the appropriate return instructions and return address.
Our registered business address is not necessarily our return processing address.
Refunds
Approved refunds will generally be issued to the original payment method after the returned item has been received and inspected, except where a different resolution is required by applicable law.
Once your returned item has been inspected, we will notify you of the refund decision and provide relevant information about the next steps.
Refund processing times may vary depending on the payment provider, card issuer, or financial institution involved.
Where permitted by applicable law and clearly disclosed, deductions may apply for missing accessories, excessive use, damage, alteration, or loss in value of returned merchandise.
Any applicable deductions will be assessed according to the circumstances of the return and relevant legal requirements.
Exchanges
Exchange availability depends on current product availability and inventory levels.
If you wish to exchange an eligible skincare, fitness, or personal care product for another available item, please contact our customer support team for assistance.
In some cases, the most practical option may be to return an eligible item and place a new order after the return request has been approved.
Exchanges involving defective, damaged, or incorrectly supplied products will be handled in accordance with applicable law and our store policies.
Order Cancellations
Cancellation requests must be submitted as promptly as possible after an order is placed.
We will make reasonable efforts to accommodate cancellation requests before fulfillment begins.
However, we cannot guarantee that an order can be canceled once order processing, fulfillment, shipment preparation, or dispatch has begun.
If an order has already been shipped, customers may contact us to discuss available return options after delivery.
Nothing in this section limits any cancellation or refund rights provided under applicable law.
Contact Us
If you have questions regarding returns, refunds, exchanges, or order cancellations, please contact us:
Brand: Solunevia
Legal Entity: Chongqing Chuanbaiqu Trading Co., Ltd.
Business Address: 1-2-16, Building 27, Jinke World City, No. 58, Jijiang Subdistrict, Jiangjin District, Chongqing, China.
Email: service@solunevia.com
Support Hours: Monday–Friday, 9:00 AM–6:00 PM (Eastern Time)
We aim to respond to customer inquiries within 1–2 business days.
Solunevia is operated by Chongqing Chuanbaiqu Trading Co., Ltd.