Return & Refund Policy

This Return & Refund Policy governs all purchases of Solvellae fashion jewelry on our Indonesian website. All return and refund applications must comply fully with the rules listed below. Please read carefully before placing your order.

1. Return Eligibility Period

You may submit a return request within 14 calendar days counting from the date you receive your jewelry parcel. All applications submitted after this 14-day window will not be accepted for return or exchange. To start a return, send an email to sure@solvellae.com with your order number, photos of the item and your clear request. Wait for formal written approval from our customer service before sending items back. Unauthorized returned parcels sent without prior approval will be rejected.

2. Conditions for Acceptable Returns

The jewelry item must satisfy all of the following standards:

The product remains unused, unworn, free of scratches, oxidation, deformation, stains and personal wear marks

All original Solvellae packaging, jewelry pouches, tags and accessories must be returned together with the merchandise

The item is not categorized as non-refundable products

Items that show obvious signs of personal wear, damage caused by improper customer use, modification or self-repair cannot be accepted for return.

3. Non-Returnable Items

The following categories cannot be returned or exchanged:

Custom engraved, personalized customized jewelry

Clearance special sale items marked as final sale on product page

Products damaged after delivery due to improper maintenance, collision, chemical contact (perfume, shower gel, seawater) by customers

4. Return Shipping Cost

Unless the return is caused by our official error: wrong item shipped, factory defective product, damaged goods upon arrival, the customer bears all return shipping fees to send items back to our designated return address. Original outbound delivery charges paid during checkout are non-refundable for voluntary customer returns.

5. Damaged or Defective Goods Upon Receipt

If you receive broken, defective jewelry or receive incorrect items, you must contact us within 48 hours after parcel delivery. Please attach clear photographs showing product defects, outer package condition in your email. After verification, Solvellae can offer you two optional solutions: full refund or free replacement shipment. In this situation, we will cover reasonable related shipping expenses as confirmed by our team.

6. Refund Processing Timeline

After we receive and inspect your returned merchandise and confirm all return requirements are met:

Refund will be initiated within 3–7 working days. The actual arrival time of funds depends on the processing speed of your payment provider and bank institution. The refund amount excludes original delivery fees unless the return is our responsibility.

7. Partial Returns and Order Cancellation

You can cancel your order free of charge only before the parcel is dispatched from our warehouse. Once the item has been shipped, order cancellation is treated as a regular return subject to this policy. For orders containing multiple products, partial return is allowed; refund amount will correspond only to the returned jewelry pieces.