Refund policy
Our Money-Back Guarantee
Solva products purchased on solvabrand.co.uk are covered by a voluntary money-back guarantee. The guarantee period depends on the product and is counted from the date the order is recorded as delivered by the carrier:
- 90 days: Solva Shoulder, Solva Knee, Solva wrist and Solva Hip device.
If a product is not listed above, the guarantee period shown on its product page applies.
This voluntary guarantee is provided in addition to, and does not replace, limit or affect, any rights or remedies you have under UK consumer law.
What the guarantee covers
- The physical product purchased on our website, returned in good condition, with no breakage and no missing parts (including the controller, cables, charger and any reusable accessories supplied with it).
- Reasonable use of the product to try it during the guarantee period is allowed. Original packaging is not required.
What the guarantee does not cover
- Free gifts, bonuses, digital guides, accessories sold as add-ons and extended warranties.
- Products that have been deliberately damaged, modified, misused or returned incomplete.
- Products not purchased on our website.
How to request a return
- Email our support team at info@solvabrand.co.uk within your guarantee period, including your full name, order number and the reason for your request.
- Wait for our return authorisation. Please do not send anything back before you receive it — we will reply with your return authorisation and instructions.
- Send the product back using a tracked shipping service and keep your proof of postage.
Returns sent without prior authorisation, or to the address shown on the original parcel, may be delayed or refused.
Return address
Authorised returns must be sent to our supplier's warehouse:
6th Floor, Building 5, No. 1888 Hongye Road
Tangya Town, Jindong District
Jinhua City, Zhejiang Province
China
Please write your order number on the outside of the parcel. Only send your return to this address after you have received our return authorisation.
Return shipping
For returns made under the voluntary money-back guarantee, return shipping is paid by the customer. We do not provide prepaid return labels. Please use a tracked service: we cannot be responsible for return parcels lost before they reach us.
Different arrangements apply where the product is faulty, damaged or incorrect (see below), or where UK consumer law requires us to cover the return cost.
Damaged or faulty products
If your order arrives damaged or faulty, please let us know within 7 days of delivery at info@solvabrand.co.uk, including your order number and a photo and video showing the issue. After reviewing it, we will offer a replacement or a refund, depending on the case. Do not return a damaged or faulty product until our team has sent you instructions.
Refunds
Once your authorised return arrives, we inspect it within 2 to 3 business days and let you know whether the refund is approved. Approved refunds are issued within 5 to 7 business days to the original payment method. Your bank or card provider may take additional time to show the funds.
Where an order includes several units or a bundle and only part of it is returned, the refund is calculated on the products returned.
Exchanges
We do not offer direct exchanges. If you would like a different product, please return the original item under this policy and place a new order.
Statutory Cancellation Rights
Customers purchasing online may have statutory rights to cancel their order under applicable UK consumer law.
These rights apply independently of our voluntary money-back guarantee and may be subject to separate eligibility requirements, exclusions and return procedures.
Where statutory cancellation rights apply, customers should contact us at info@solvabrand.co.uk before returning the order so that we can provide the correct instructions.
Nothing in this policy limits or excludes any statutory right that cannot legally be limited or excluded.
Contact
Questions about returns or refunds: info@solvabrand.co.uk