Terms of service
Our Refund & Return Policy
We want you and your pet to be completely happy with every order. If something isn't right, we're here to make it right.
30-Day Return Window
You have 30 days from the date your order is delivered to request a refund or replacement. After 30 days, we are unable to offer a refund or exchange.
How Our Fulfillment Works
All Solvly products are fulfilled through Zendrop, our trusted fulfillment partner. Your order ships directly from our supplier's warehouse. We do not accept physical item returns — all issues are resolved quickly through our customer support team.
Eligible for a Full Refund or Free Replacement:
- Item arrived damaged or defective
- Wrong item was received
- Item was lost in transit or never arrived
- Item significantly differs from the product description
Not Eligible for Refund or Return:
- Change of mind or buyer's remorse
- Incorrect size or color ordered by the customer (please check the size guide before purchasing)
- Items that have been used, washed, or are not in original condition
- Orders where an incorrect shipping address was provided at checkout
How to Request a Refund or Replacement
Email us at support@solvlyshop.com within 30 days of delivery and include:
- Your order number
- A clear photo or video of the issue (for damaged, defective, or wrong items)
- A brief description of the problem
Our team will respond within 1–3 business days with a resolution — either a full refund to your original payment method or a free replacement shipped to you.
Refund Processing Time
Once approved, refunds are processed within 5–10 business days. Your bank or card provider may take additional time to post the refund.
European Union — 14-Day Cooling Off Period
If your order is shipped to the European Union, you have the right to cancel within 14 days for any reason, without justification. The item must be unused and in its original condition. Contact us at support@solvlyshop.com to initiate.
Questions?
We're always happy to help. Reach us at support@solvlyshop.com and we'll get back to you within 24 hours.