Refund & Return Policy

Last updated: October 2026

This Refund, Return & Cancellation Policy explains the conditions under which Solvangi may approve order cancellations, replacements, refunds, exchanges, or authorized returns.

Solvangi is operated by Solvangi LLC, a limited liability company registered in Colorado, United States.

Many of our products are made to order and produced according to the specifications selected during checkout. Customers are encouraged to carefully review product descriptions, sizes, colors, quantities, delivery addresses, and personalization details before completing a purchase.

Cancellation Eligibility

Because many Solvangi products are made to order, production may begin shortly after payment confirmation and order acceptance.

A full cancellation may be approved when production has not started and the cancellation request is received within the following timeframes:

• Within 24 hours: For orders placed on a regular business day.
• Within 48 hours: For orders placed during a weekend or U.S. public holiday.

Cancellation requests must be sent to [email protected] with the order number and checkout email address.

Submitting a cancellation request does not automatically guarantee approval. Our support team must first confirm whether production has started.

If a cancellation is approved, the applicable payment will be refunded to the original payment method.

These conditions do not limit cancellation rights provided by applicable consumer protection laws.

Order Changes

Requests to change an order should be submitted as soon as possible after checkout.

Changes involving product selection, size, color, quantity, design, personalization, or delivery address are not guaranteed after an order has been submitted.

Once production begins, certain changes may no longer be possible because the item is already being manufactured or personalized according to the original order specifications.

If an order modification cannot be completed, the original confirmed order may continue through production and fulfillment unless an eligible cancellation is approved.

Situations Normally Not Covered

Because many products are produced specifically for each customer, Solvangi generally does not accept returns, exchanges, or refund requests based solely on the following circumstances, except where required by applicable law:

• A change of mind after production has started.
• Incorrect size, color, product, design, quantity, or personalization selected by the customer.
• Customer-provided spelling, dates, images, messages, or address details accurately reproduced or used according to the submitted order.
• Minor variations in color, print placement, garment measurements, stitching, texture, or finish within reasonable manufacturing tolerances.
• Damage resulting from normal wear, improper care, misuse, modification, accidental handling, or other events occurring after delivery.
• Delivery failure caused by an incomplete or inaccurate customer-provided shipping address.
• Refused or abandoned international shipments involving unpaid customs duties, import taxes, or other destination charges.

If you are unsure about a product’s size, design, or customization options, please contact our customer support team before placing an order.

Problems We Will Review

We understand that production or delivery issues may occasionally occur.

A claim may qualify for a replacement, full refund, partial refund, or another appropriate resolution when the available evidence confirms one or more of the following:

• Damage occurring during production, packaging, or delivery.
• A significant manufacturing, material, printing, embroidery, or assembly defect.
• A product materially different from the description or confirmed order specifications.
• An incorrect item, size, color, quantity, design, or personalization caused by a production or fulfillment error.
• An item missing because of a confirmed packing or fulfillment error.
• A shipment confirmed lost during carrier transit.

Each request is reviewed individually based on the circumstances, supporting evidence, and applicable consumer protection laws.

Claim Deadline and Evidence

Customers should report product-quality problems, manufacturing defects, damaged items, or fulfillment errors within 30 days of the recorded delivery date.

To help us review the request, please provide:

• Your order number and checkout email address.
• A clear description of the issue.
• Photographs showing the complete product and affected area.
• Photographs of the packaging and shipping label when relevant.
• Any additional information reasonably needed to verify the claim.

Please retain the product, packaging, and shipping label while the claim is being reviewed.

Do not wash, alter, repair, discard, or return the affected product before receiving instructions, where reasonably possible.

The 30-day reporting period does not override rights or remedies available under mandatory consumer protection laws.

Review Process

After receiving a claim, our support team may review the order record, confirmed product specifications, production information, customer photographs, tracking details, and available information from manufacturing or shipping providers.

Additional evidence may be requested when reasonably necessary to understand the issue.

Once the review is complete, we will communicate the outcome and, where applicable, explain the available resolution.

Depending on the circumstances, an approved claim may result in a replacement, refund, partial refund, or another appropriate remedy.

Replacements

When a replacement is approved because of a confirmed production or fulfillment issue, the replacement will normally be produced using the original confirmed order specifications.

Approved replacements for verified production or fulfillment errors are generally provided without an additional product charge or standard shipping charge.

Replacement items follow the normal production and shipping process described in our Shipping Policy.

An approved replacement is not normally an opportunity to select a different product, size, color, design, or personalization unless otherwise agreed in writing.

Refund Processing

Approved refunds are returned to the original payment method used during checkout.

Solvangi generally submits an approved refund to the applicable payment provider within 5–7 business days after approval.

Once submitted, the time required for the credit to appear in the customer’s account depends on the payment provider, bank, card issuer, or financial institution.

We do not control external payment processing or posting timelines.

When a refund is approved, customers may contact our support team for information regarding the refund status.

Shipping Charges

Original shipping charges are generally non-refundable when an order has been correctly produced and fulfilled.

Shipping charges may be refunded when an approved claim results from a verified production or fulfillment error or a shipment confirmed lost during transit, as applicable.

Any duties, VAT, import taxes, brokerage fees, or similar amounts paid directly to third parties cannot be refunded by Solvangi because those payments were not collected by us.

Nothing in this section limits any refund entitlement required by applicable law.

Exchanges and Returns

Because many products are made specifically for each customer, Solvangi does not generally provide traditional exchanges for customer-selected size, color, design, or personalization errors.

Customers should review the relevant product information and size guide before completing checkout.

A physical return is not required in every approved claim. Depending on the circumstances, an eligible issue may be resolved through a replacement or refund without requiring the customer to return the affected product.

When a physical return is necessary, our support team will provide written instructions that may include:

• The authorized return destination.
• The applicable return deadline.
• Packaging and shipping requirements.
• Any required return authorization reference.
• Information about return shipping costs, where applicable.

Customers should not send products to our registered business address without written instructions.

Unapproved returns, walk-in deliveries, and packages sent to unauthorized locations may be refused or remain unprocessed.

Lost Orders

If shipment tracking shows no movement for more than 10 business days, please contact our customer support team with your order number and tracking information.

If an order has not arrived within 60 days from the original order date, customers should contact us so we can investigate the shipment status.

We may review carrier records, fulfillment information, delivery address accuracy, and available tracking details.

When a shipment is confirmed lost or otherwise qualifies for a remedy, we may arrange an appropriate replacement or refund according to our published policies and applicable law.

Claims involving incorrect delivery addresses, refused shipments, or unpaid customs charges will be assessed according to the circumstances and applicable consumer rights.

Consumer Rights

This Policy does not exclude, restrict, or replace consumer rights or legal remedies that cannot be waived under applicable law.

Where mandatory consumer protection laws provide additional cancellation, return, refund, replacement, or other rights, those requirements will apply.

Contact Information

For cancellation requests, damaged items, defective products, missing shipments, refunds, or authorized returns, please contact our customer support team.

Email:
[email protected]

Support Hours:
Monday–Friday, 9:00 AM–5:00 PM Mountain Time

Typical Response Time:
Within 1–2 business days.

Please include your order number and a brief description of your request so we can assist you efficiently.