Refund policy

Last updated: July 17, 2026

At Solhavena, we are committed to maintaining a clear and transparent process for returns, exchanges, replacements, and refunds involving our chandeliers, pendant lights, wall lights, and related lighting products.

Please review this policy before requesting a return or exchange.

1. Return Window

Eligible products may be returned within 30 days from the date of delivery.

The 30-day return period begins on the date the order is shown as delivered by the shipping carrier.

2. Eligibility for Non-Defective Returns

To qualify for a return, the product must be:

• Unused
• In its original condition
• Returned with its original packaging, accessories, components, and labels
• Accompanied by the applicable order information or proof of purchase

Products showing signs of use, modification, customer-caused damage, excessive wear, or improper handling may not qualify for a return.

All returns must be reviewed and approved by Solhavena before they are shipped.

3. Damaged, Defective, Incorrect, or Missing Items

Please inspect your order after it is delivered and contact us as soon as possible if an item is:

• Damaged
• Defective
• Different from the product ordered
• Missing from the delivered order

Please include the following information in your request:

• Your order number
• A description of the issue
• Clear photographs of the product and shipping packaging, when applicable
• An unboxing video, when available

An unboxing video may help us review the issue, but it is not the only acceptable form of evidence.

After reviewing and approving the request, Solhavena may provide:

• A replacement at no additional cost
• A refund to the original payment method
• Another resolution agreed upon by Solhavena and the customer

When a damaged, defective, or incorrect product must be returned, Solhavena will provide a prepaid downloadable return shipping label and return instructions.

4. How to Request a Return

To request a return or exchange, email us at info@solhavena.com.

Please provide:

• Your order number
• The product you wish to return
• The reason for the request
• Relevant photographs, when applicable

Do not send a product back before receiving return approval and instructions from Solhavena.

Items returned without prior approval may not be accepted or properly associated with the customer’s order.

5. Approved Return Process

Approved returns follow this process:

1. The customer submits a return request to info@solhavena.com.
2. Solhavena reviews the request and confirms whether the return is approved.
3. After approval, Solhavena provides the customer with return instructions and a prepaid downloadable return shipping label.
4. The customer downloads and prints the return label.
5. The customer securely attaches the label to the outside of the return package.
6. The customer ships the package according to the provided instructions.
7. Solhavena receives and inspects the returned product.
8. An eligible refund is processed after the product passes inspection and the return is approved.

Solhavena covers the cost of the prepaid shipping label for approved returns and exchanges. There is no charge to the customer for an approved return label.

6. Return Method and Destination

All approved returns are completed by mail using the return label provided by Solhavena.

Customers must package returned products carefully and include all applicable components, accessories, and original packaging.

The business address shown in this policy is not automatically the return address. Do not send products to the business address unless Solhavena’s customer support team specifically instructs you to do so.

The correct return destination will be provided with the approved return instructions.

7. Return Shipping Costs

Solhavena provides free return shipping for all approved returns and exchanges, including approved returns involving:

• Damaged products
• Defective products
• Incorrect products
• Eligible non-defective products
• Eligible exchanges

No return-shipping fee will be deducted from an approved refund.

Returns must be approved before the prepaid return label is issued.

8. Exchanges

Exchanges are available for eligible products when requested within 30 days from delivery.

Products submitted for exchange must meet the same eligibility requirements as other returns. Exchanges are subject to product availability.

When an approved exchange cannot be completed because the requested replacement is unavailable, Solhavena may issue an approved refund to the original payment method.

9. Restocking Fees

Solhavena charges no restocking fee for approved returns or exchanges.

No fixed or percentage-based restocking deduction will be applied to an approved refund.

10. Original Standard Shipping Cost

Solhavena provides free standard shipping for eligible orders within the United States.

Because standard shipping is free, there is no original standard shipping charge to deduct from or add to an approved refund.

11. Return Inspection

After a returned product reaches the designated return destination, Solhavena will inspect it within 1–3 business days after receipt.

The inspection confirms whether the returned product meets the eligibility conditions described in this policy.

Solhavena will notify the customer if additional information is required or if the return cannot be approved.

12. Refund Processing

After the returned product has been received, inspected, and approved, the refund will be processed within 10 business days.

Approved refunds are:

• Issued in USD
• Returned to the original payment method
• Confirmed by email after processing

A customer’s bank, card issuer, or payment provider may require additional time to display the refund after Solhavena has processed it.

13. Order Cancellations

Orders may be canceled before shipment.

To request a cancellation, contact info@solhavena.com as soon as possible and include your order number.

A cancellation cannot be guaranteed after an order has shipped. After shipment, an eligible product must follow the return process explained in this policy.

14. Contact Information

For assistance with a return, exchange, replacement, cancellation, or refund, please contact us.

Store Name: Solhavena

Email: info@solhavena.com

Address:
218 Middlesex St
Lowell, MA 01852
United States

Operating Hours: Monday–Friday, 9:00 AM–6:00 PM (GMT-5)

We aim to respond to customer inquiries within 48 business hours.