This Shipping and Returns Policy (“Policy”) applies to all orders placed through www.solvaneliving.com (the “Website”) by customers in the European and American regions. It governs the shipping, delivery, return, and exchange processes for products sold by HK XIANWEI E-BUSINESS LIMITED (“we”, “us”, “our”). By placing an order on our Website, you (“you”, “your”) agree to comply with the terms set out in this Policy.
1. Company Information
Seller: HK XIANWEI E-BUSINESS LIMITED
Address: FLAT/RM DO7, 8/F, KAI TAK FTY BUILDING, NO.99 KING FUK STREET, SANPOKONG, KL
We only provide shipping services to addresses in the European and American regions. We do not ship to any other regions or countries. Please ensure your shipping address is within the covered areas before placing an order.
2.2 Shipping Methods and Delivery Time
We cooperate with reliable international logistics carriers to deliver your orders. The available shipping methods and estimated delivery times are displayed on the Website during the checkout process, which may vary based on your shipping address and the selected shipping option.
We will make reasonable efforts to deliver your order within the estimated time frame. However, we shall not be liable for any delays in delivery caused by factors beyond our control, including but not limited to customs clearance delays, weather conditions, logistics disruptions, public holidays, or incorrect shipping information provided by you.
2.3 Shipping Fees
Shipping fees are calculated based on your shipping address, order weight, and selected shipping method. The exact shipping fee will be displayed clearly during the checkout process before you confirm your order. We may offer free shipping promotions from time to time, and the terms of such promotions will be specified on the Website.
2.4 Shipping Information and Responsibility
You are responsible for providing accurate, complete, and valid shipping information (including recipient name, address, contact number, and postal code). If delivery fails due to incorrect or incomplete shipping information, we will not be liable for any loss or damage to the products, and you may be required to pay additional shipping fees for re-delivery.
Title to the products will pass to you upon delivery, while the risk of loss or damage to the products will transfer to you once we hand over the products to the logistics carrier.
3. Returns Policy
3.1 Return Eligibility and Period
In compliance with the EU Consumer Rights Directive and relevant laws in the American region, you have the right to return or exchange products within 14 days of receipt (21 days for the American market) without providing a reason, provided that the products meet the following conditions:
The products are in their original condition, unused, and unwashed;
All tags, labels, and original packaging are intact and not damaged or altered;
The products are not personalized, customized, or intimate clothing (for hygiene reasons), unless they are defective.
3.2 Return Process
To initiate a return or exchange, please follow these steps:
Contact us at wayne@dramapapa.com within the return period, providing your order number, product details, and reason for return/exchange;
We will review your request and send you a return label and detailed return instructions within 2-3 business days;
Package the products securely in their original packaging (or equivalent packaging) and attach the return label provided by us;
Ship the returned products back to us in accordance with the return instructions. You are responsible for the return shipping fees unless the product is defective or we made a mistake in your order (e.g., wrong product, incorrect size).
3.3 Refund and Exchange Processing
We will inspect the returned products upon receipt. If the products meet the return eligibility criteria, we will process your refund or exchange within 7-10 business days after the inspection is completed.
Refunds will be issued to the original payment method used for the order. Please note that we are not liable for any bank fees, currency conversion losses, or delays in refund processing caused by your bank or payment provider.
For exchange requests, we will ship the replacement product to you once the returned product is confirmed to be eligible. If the requested replacement product is out of stock, we will offer you a full refund instead.
3.4 Non-Returnable Products
The following products are not eligible for return or exchange unless they are defective:
Personalized or customized products (e.g., products with custom prints, embroidery, or sizing);
Intimate clothing, such as underwear, bras, and sleepwear (for hygiene reasons);
Products that have been used, washed, damaged, or altered by you;
Products without original tags, labels, or packaging.
4. Defective Products
If you receive a defective product (e.g., damaged, faulty, or with missing parts) within 30 days of receipt, please contact us at wayne@dramapapa.com immediately, providing your order number, product details, and photos/videos of the defect. We will arrange for a free return and provide you with a full refund, replacement, or repair (at our discretion) without any additional cost to you.
5. General Provisions
We reserve the right to modify this Shipping and Returns Policy at any time. Any changes will be posted on the Website, and the revised Policy will take effect immediately upon posting. Your continued use of the Website or placement of orders after the changes take effect will constitute your acceptance of the revised Policy.
If you have any questions or concerns about this Policy, please contact us at wayne@dramapapa.com.
