SOLVO Return and Refund Policy

Last updated: 01 September 2026

At SOLVO, we want customers to be satisfied with their purchases. This policy explains how cancellations, returns, exchanges and refunds are handled. Nothing in this policy limits any rights provided by South African consumer law.

Contacting us about a return

Before returning an item, please email solvoit2026@gmail.com with:

• Your name and order number
• The product you want to return
• The reason for the return
• Photographs or a video if the product is damaged, faulty or incorrect

We will assess the request and provide return instructions and the correct return address. Products should not be sent back before return instructions have been provided.

Seven-day cooling-off period for online purchases

For qualifying online purchases, customers may cancel without reason and without penalty within seven days after receiving the goods, as provided by the Electronic Communications and Transactions Act.

To exercise this right, the customer must email solvoit2026@gmail.com before the seven-day period expires.

The customer is responsible only for the direct cost of returning the goods when cancelling under this cooling-off right. Any refund legally due will be processed within 30 days after cancellation.

Where reasonably possible, the product should be returned with its original packaging, accessories, manuals and promotional items. Customers may reasonably inspect a product but should not use it more than necessary to determine its nature and operation.

Statutory exclusions may apply to certain goods, including personalised products, products made to the customer’s specifications, rapidly perishable products, certain sealed goods that have been opened, and other exclusions recognised by law.

Faulty, unsafe or defective products

Under the Consumer Protection Act, goods must be reasonably suitable for their intended purpose, of good quality, in working order, free from defects and reasonably durable.

If a product does not meet these standards within six months after delivery, the customer may return it without penalty and at SOLVO’s risk and expense.

Subject to the CPA, the customer may choose:

• A repair;
• A replacement; or
• A refund of the price paid.

If SOLVO repairs a product and the same problem is not corrected, or another failure, defect or unsafe feature appears within three months after the repair, the customer may be entitled to a replacement or refund.

These protections do not ordinarily cover damage resulting from misuse, abuse, unauthorised alterations, incorrect installation contrary to the instructions, accidental damage or normal wear and tear. However, each claim will be considered fairly and in accordance with applicable law.

Damaged, incorrect or incomplete orders

Please inspect your order as soon as reasonably possible after delivery.

If an item arrives damaged, incorrect or incomplete, contact us promptly at solvoit2026@gmail.com. We may request photographs of the product, its packaging and the courier label to help investigate the matter.

Where SOLVO or its courier supplied a damaged, incorrect or incomplete order, SOLVO will cover the reasonable return or collection costs and provide an appropriate remedy under applicable law.

Prompt notification helps us investigate the delivery, but failing to report the problem within a particular number of days does not remove rights granted by South African law.

Change-of-mind returns after seven days

Once the statutory cooling-off period has expired, SOLVO is not generally required to accept a return merely because the customer changed their mind, ordered the wrong item or no longer wants the product.

SOLVO may approve such a return at its discretion, provided the product is unused, undamaged, complete and suitable for resale. The customer may be responsible for the return delivery cost. Any discretionary return must be approved before the product is sent back.

This section does not apply to faulty, unsafe, defective, incorrectly supplied or otherwise non-compliant goods.

Sale and promotional items

Sale discounted and promotional products retain all protections provided by South African consumer law.

A discounted product will not qualify as defective merely because it was sold at a reduced price. However, if a specific defect was clearly disclosed before purchase and the customer knowingly accepted the product in that condition, a return cannot ordinarily be based solely on that disclosed defect.

Bundles

For a change-of-mind return or statutory cooling-off cancellation of an entire bundle, all products, accessories and promotional items included in the bundle must be returned were reasonably possible.

If only one product in a bundle is faulty, SOLVO will assess and provide the appropriate remedy for the affected product without limiting the customer’s statutory rights.

Return delivery costs

SOLVO will cover reasonable return or collection costs when:

• The product is faulty, unsafe or defective under the CPA;
• The wrong product was delivered;
• The product was damaged before or during delivery; or
• SOLVO is otherwise legally responsible for the return.

For an eligible seven-day change-of-mind cancellation under ECTA, the customer is responsible for the direct cost of returning the goods.

Please package returned products securely. SOLVO cannot accept responsibility for avoidable damage caused by inadequate return packaging arranged by the customer.

Refunds

Once a returned product has been received, it will be assessed and the customer will be notified of the outcome.

Approved refunds will ordinarily be issued through the original payment method, including Yoco where applicable. Although SOLVO will process refunds within the period required by law, banks and payment providers may require additional processing time before the funds appear in the customer’s account.

Delivery charges will be refunded where required by law. A refund may be adjusted only where a deduction is legally permitted and has been clearly explained to the customer.

Exchanges

Approved exchanges depend on product availability. If the requested replacement is unavailable, the customer may select another available product, where appropriate, or receive the refund or remedy required by law.

Uncollected or unauthorised returns

Sending a product without contacting SOLVO first may delay its identification and processing. This does not remove the customer’s statutory rights, but customers should obtain return instructions before sending anything.

Return address will be communicated via email.

Complaints

Please contact us first so that we have an opportunity to resolve the matter:

SOLVO
Email: solvoit2026@gmail.com