Refund policy

We want every Solvenia purchase to feel right in your home. If it doesn’t, you can return it within 30 days of delivery under the conditions below. This policy sits alongside, and does not affect, your rights under applicable U.S. consumer protection laws.

Last updated: 27 September 2026

Return window: 30 days from delivery

Free returns: All reasons, including change of mind

Exchanges: Accepted within 30 days on unused items, subject to availability, at no extra cost

Return method: By mail — a free tracked returns label is included in every package

Refund timeline: 5–7 business days

Refund method: Original payment method

From request to refund — in five steps

Please do not return items without first requesting a return authorisation. Unannounced returns may be delayed or refused.

1. Request return — Email contact@solvenia.shop or call us at +1 724-321-7290 with your order number and reason for return within 30 days of delivery.

2. Use your included label — Every Solvenia order ships with a free tracked returns label already inside the package. Once we confirm your return authorisation (usually within 24 business hours), simply attach this label and send the item back to our U.S. returns address. Lost or missing your label? Contact us and we’ll email you a replacement.

3. Return the item — Pack the item securely in its original packaging (for stoves, fireplaces and heaters, keep all parts, fittings and hardware together) and mail it back to us using the tracked service within 30 days.

4. Inspection — We inspect the item on arrival to confirm it meets the return conditions.

5. Refund — Approved refunds are issued to your original payment method within 5–7 business days.

What qualifies for a return

Eligible for a full refund: items that meet all of the conditions below.

Requirement	Details
Time frame	Return requested within 30 days of delivery
Condition	Unused, unassembled and in the same condition as delivered
Packaging	Original packaging with all protective materials, fittings, hardware and instructions
Proof of purchase	Order number or dispatch email supplied
Shipment	Mailed back to us within 30 days of the return authorisation being issued

Not eligible — we cannot accept returns for any of the following:

• Items that have been assembled, installed, modified, fired or visibly used

• Items with missing parts or missing original packaging

• Gift cards

• Made-to-order or bespoke items, unless faulty or damaged (stated on the relevant product page)

• Items returned more than 30 days after delivery without prior approval

• Items returned without a return authorisation from Solvenia

Damaged, defective or incorrect items

These are always resolved free of charge — you never pay to return an item that is not as it should be.

Damaged in transit — Please inspect your parcel on delivery. If the product or its packaging is damaged, email or call us within 48 hours of delivery with your order number and clear photographs. We will arrange a free replacement or a full refund — whichever you prefer.

Defective on arrival — If your item is faulty out of the box, contact us within 48 hours of delivery. We do not require you to pay for return postage on defective items — simply use the free tracked returns label included in your package, or contact us and we’ll email you a replacement if it’s missing.

Wrong item received — If we’ve sent you the wrong product, use the free tracked returns label included in your package to send it back, and we’ll either dispatch the correct item at no extra cost or issue a full refund.

Inspection on return — Every returned item is inspected on arrival. Approvals — and refunds — are typically confirmed by email within 2 business days of receipt.

How your refund is issued

Approved refunds are always issued to the original payment method used at checkout.

Payment method	Refund timeline	Where the money goes
Credit / debit card	5–7 business days	Refunded to the card used at checkout
Apple Pay / Google Pay	5–7 business days	Refunded to the underlying card

Please note: Depending on your bank or card issuer, the refund amount may take a few additional business days to appear on your statement after Solvenia has processed it.

Returns FAQ

How long do I have to return an item? You may request a return within 30 calendar days of the day on which you, or a person nominated by you, receive the goods. Approved returns must then be mailed back to Solvenia within a further 30 days.

What condition do items need to be in? Items must be unused, unassembled and in the same condition in which you received them, returned in their original packaging with all protective materials, fittings, hardware and instructions. Items showing signs of use, installation, firing, damage after delivery, missing parts or missing packaging may be refused or refunded only in part.

What if I received the wrong item? Contact us within 48 hours of delivery. Use the free tracked returns label included in your package to send it back, and we’ll either ship the correct item at no additional cost or issue a full refund — whichever you prefer.

What if my item arrived damaged or defective? Email us within 48 hours of delivery at contact@solvenia.shop with your order number and clear photographs of the item and packaging. We’ll arrange a free replacement or a full refund. You do not need to pay for return postage on defective items.

What if my parcel is lost? Where a tracked order has not been delivered within 10 business days of dispatch and the courier confirms the item is lost, we’ll dispatch a replacement at no additional cost or, at your preference, issue a full refund to your original payment method.

What if my order is very late? If your order has not arrived within the estimated 6–10 business day window, contact us and we’ll open a courier investigation. If delivery cannot be completed within a reasonable additional period, you may cancel and receive a full refund.

Who pays for return shipping? Return shipping is always free, whatever the reason for your return — a fault, damage in transit, an incorrect item, a late delivery, or simply a change of mind. A free tracked returns label is included in every package, for stoves, fireplaces, heaters and accessories alike.

How will I be refunded? Refunds are always issued to the original payment method used at checkout. We do not issue refunds in cash or to a different card.

How long do refunds take to appear? Once we receive and inspect your return, we’ll email to confirm approval. Approved refunds are issued within 5–7 business days. Depending on your bank or card issuer, the amount may take a few more days to appear on your statement.

How do I request a return? Email contact@solvenia.shop or call us at +1 724-321-7290 with your order number and a short description of the reason for return. Every order already includes a free tracked returns label in the package, so once your return is authorised you can send the item straight back. Please do not send items back before receiving a return authorisation — unannounced returns may be delayed or refused.

Can I exchange an item instead of a refund? Yes. If you’d like a different size, colour or model, contact us within 30 days of delivery with your order number and the item you’d like instead. Where the replacement is available and of equal or lesser value, we’ll arrange collection of the original item and dispatch your new one at no additional cost. If the replacement costs more, we’ll only ask you to pay the price difference. Exchanges follow the same condition requirements as returns — unused, unassembled and in original packaging.

Need help with a return?

Our U.S. customer service team is here to help. We reply within 24 hours on business days.

Support email: contact@solvenia.shop

Phone: +1 724-321-7290

Business hours: Monday–Friday · 9:00 AM – 5:00 PM (ET)

Returns address:

Solvenia
11328 Linden Depot Rd
San Antonio, FL 33576
United States

Please request a return authorisation before mailing or arranging collection of any item.