Thank you for shopping with SOLVANE LIVING. We want you to be completely happy with your purchase. If for any reason you are not entirely satisfied, we’re here to help.
This Returns & Refunds Policy is designed to comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, as applicable in the United Kingdom.
Your 15-Day Return Window
You have 15 days from the date you receive your order to return any item(s) for a refund or exchange.
This is slightly longer than the legal minimum 14-day cooling-off period required under UK consumer law — we want to give you extra time to try things on and make sure they’re perfect.
Important: To be eligible for a return, the items must be returned within this 15-day window. Returns received after 15 days may not be accepted.
Return Conditions
For an item to be eligible for a return, please make sure:
Your order number (found in your order confirmation email)
The item(s) you wish to return or exchange
The reason for the return (this helps us improve — honest feedback is always appreciated)
Whether you would like a refund or an exchange (size/colour)
Step 2: Wait for Confirmation
Our customer care team will reply within 1–2 business days with return instructions and the return address.
Step 3: Pack Your Return
Pack the item(s) securely in their original packaging (or a suitable alternative). We recommend using a tracked delivery service, as we cannot take responsibility for items lost in transit back to us.
Step 4: Ship It Back
Send your return to the address provided in our confirmation email.
Who Pays for Return Shipping?
Change of Mind Returns
If you are returning an item because you changed your mind, the cost of return shipping is borne by you (the customer).
We do not provide free return labels at this time. We recommend choosing a tracked and insured delivery method for your return, as we cannot be held responsible for returns that are lost or damaged in transit.
Faulty or Incorrect Items
If you received a faulty, damaged, or incorrect item, we will cover the reasonable cost of return shipping. Please contact us first so we can arrange the best solution for you.
Refund Timing
Once we receive and inspect your return, we will notify you of the approval status.
Approved refunds will be processed to your original payment method within 5–10 business days
Please note: it may take additional time for your bank or payment provider to process and post the refund to your account
Shipping costs from your original order are non-refundable (unless the item is faulty or we sent the wrong item)
Partial Refunds May Apply In These Cases:
If an item is returned without original tags, or shows signs of wear — we may reduce the refund value
If an item is returned beyond the 15-day window — we may be unable to process a refund at all
Faulty, Damaged, or Incorrect Items
We’re sorry if something isn’t right with your order. Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or refund if goods you purchase are faulty, not as described, or do not meet the expected quality.
A clear photo of the damaged/faulty item and the packaging
A brief description of the issue
We will arrange a free return and either:
Send you a replacement item (where stock is available)
Issue a full refund including original shipping costs
Exchanges
If you would like to exchange an item for a different size or colour:
Follow the return process above and let us know you’d like an exchange
Return the original item to us
Once we receive and inspect it, we will ship out your replacement
Please note: Exchange stock is not guaranteed. If the size/colour you want is out of stock, we will issue a full refund instead.
Return Address
Please do not send returns to our registered office without prior authorisation. Once you contact us and we confirm your return, we will provide you with the correct return shipping address.
General registered office address (for reference only — do not send returns here without a return authorisation):
L220 Beaconside Business Village, Stafford Enterprise Park, Weston Road, Stafford, United Kingdom, ST18 0BF
European Customers
If you are shopping from outside the UK (within the EU/EEA), your statutory cancellation rights under EU consumer law also apply to you. Your 15-day return window covers these rights.
Please note: customs duties and import taxes are non-refundable on returned items. If you refuse a delivery or return an item, any customs fees or taxes charged by your local authorities will not be reimbursed by SOLVANE LIVING.
Contact Us
If you have any questions about our Returns & Refunds Policy, please contact us:
