Refund policy

Solviva Refund & Return Policy

At Solviva, customer satisfaction is our top priority. We stand firmly behind our slogan: "Smart Solutions. Brighter Living." If an item you ordered arrives damaged, defective, or incorrect, we are fully committed to making it right.
Because we ship our wide variety of products directly from international hubs to keep our prices low and shipping 100% free, we ask that you review our return guidelines below before initiating a request.
1. 14-Day Return & Exchange Window

You have 14 days from the date you receive your physical package to request a return or exchange. To be eligible for a return:
  • The item must be unused, unwashed, and in the exact same condition that you received it.
  • It must be kept in its original, undamaged product packaging.
  • Certain types of goods cannot be returned due to hygiene and safety regulations, including personal care/beauty tools, intimate items, and opened health products.
2. Damaged, Defective, or Incorrect Items

If your product arrives broken from transit, has a manufacturing fault, or is completely different from what you ordered:
  1. Please immediately take clear photos or a short video showing the defect or damage.
  2. Email these details along with your Order Number to support@solviva.co.za within 48 hours of delivery.
  3. Once our team verifies the issue, we will arrange a brand-new replacement or a full refund at absolutely no extra cost to you.
3. Change of Mind Returns

Because we offer 100% free shipping nationwide on all orders, we cannot cover return courier costs if you simply change your mind, ordered the wrong size/color, or no longer want the product.
  • In these cases, you will be responsible for booking and paying for a reliable local courier (such as The Courier Guy or cross-border logistics) to send the item back to our local hub.
  • Original international logistics fees are non-refundable, and a 15% restocking fee may apply to change-of-mind returns.
4. Refund Process

Once your returned item is received and inspected at our hub, we will send you an email notification. If your refund is approved, it will be automatically processed back to your original payment method (via PayFast, Yoco, or Ozow) within 5 to 7 business days, depending on your bank's processing times.