Refund policy
Return and Refund Policy
We want you to be genuinely happy with your SOLV scrubber. If it isn't right, we'll make it right.
Our 60-Day Guarantee
You have 60 days from the date of delivery to request a return or replacement. If your scrubber stops holding a charge, the motor fails, or it arrives damaged or faulty, we will replace it or refund you in full.
Conditions
- Items must be returned in their original packaging where possible, with all brush heads, the extension rod and the charging cable included.
- Faulty, damaged or dead-on-arrival items are replaced or refunded at our cost, including return shipping.
- Change-of-mind returns are accepted within 60 days, provided the item is unused and in resalable condition. Return shipping for change-of-mind returns is paid by the customer.
- Replacement brush heads and accessories are returnable within 60 days if unopened and unused. For hygiene reasons we cannot accept opened brush head sets unless they are faulty.
How to Start a Return
Email us at ruebenkaa007@gmail.com with your order number and a short description of the issue. Photos or a short video help enormously with faulty items and usually let us approve a replacement immediately, without you having to ship anything back.
Do not send items back before contacting us. Returns sent without prior authorisation cannot be processed.
Refunds
Once your return is approved, or once we receive and inspect a returned item, we will issue your refund to the original payment method within 5 business days. Depending on your bank or card issuer, it may take a further 5 to 10 business days for the funds to appear on your statement.
Original shipping charges are refunded on faulty items but not on change-of-mind returns.
Damaged or Incorrect Orders
Please inspect your order on arrival. If the item is defective, damaged, or you have received the wrong product, contact us within 7 days of delivery so we can resolve it quickly with our fulfilment partner.
Order Cancellations
Orders can be cancelled for a full refund any time before they are dispatched. Once an order has shipped, it falls under the return process above.
Consumer Rights
Nothing in this policy limits your statutory rights. SOLV is operated from New Zealand and this policy is governed by New Zealand law, including the Consumer Guarantees Act 1993. Customers in other countries retain any non-excludable rights available under their local consumer protection law.
Contact
SOLV
Christchurch, New Zealand
Email: ruebenkaa007@gmail.com