Política de reembolso
Return & Refund Policy
Last Updated: October 10, 2025
At Solawave Mask LLC, customer satisfaction is important to us. This Return & Refund Policy explains the conditions under which products purchased through solawevemask.com may be returned, exchanged, or refunded.
By placing an order on our Website, you agree to the terms outlined below.
1. Company Information
Solawave Mask LLC
350 Fifth Avenue
New York, NY 10118
United States
Email: contact@solawevemask.com
Phone: (+1) 302 410 7748
Website: solawevemask.com
2. Return Eligibility
Customers may request a return within 30 days of receiving their order.
To qualify for a return, items must:
- be unused and in good condition;
- be returned in the original packaging;
- include all accessories, manuals, and included materials;
- not show signs of misuse, damage, or excessive wear.
We reserve the right to refuse returns that do not meet these conditions.
3. Non-Returnable Items
For hygiene, safety, or operational reasons, certain products may not be eligible for return, including:
- used personal care products;
- items marked as final sale;
- gift cards;
- downloadable or digital products;
- products damaged through improper use.
4. Damaged or Incorrect Orders
If you receive:
- a damaged item;
- a defective product;
- an incorrect order;
please contact us within 7 days of delivery at:
Customers may be asked to provide photos or additional information to help process the request.
5. Return Process
To initiate a return, customers must contact our support team with:
- full name;
- order number;
- reason for the return;
- supporting photos if applicable.
Once approved, return instructions will be provided.
Items returned without prior authorization may not be accepted.
6. Return Shipping Costs
Unless the return is due to our error, customers are responsible for return shipping costs.
Original shipping fees are generally non-refundable.
We recommend using a trackable shipping service, as we are not responsible for lost return packages.
7. Refunds
Once the returned item is received and inspected, customers will be notified regarding the approval or rejection of the refund.
Approved refunds will be processed to the original payment method within 5 to 10 business days, depending on the customer’s bank or payment provider.
8. Late or Missing Refunds
If a refund has not yet appeared:
- Check your bank account again;
- Contact your credit card provider;
- Contact your bank, as processing times may vary.
If the issue continues, contact us at:
9. Exchanges
We only replace items if they are defective, damaged, or incorrect.
To request an exchange, contact our support team with your order details.
10. Order Cancellations
Orders may only be canceled before they are processed or shipped.
Once an order has been shipped, it cannot be canceled and must follow the return process described in this Policy.
11. Refused Deliveries
If a customer refuses delivery without authorization or fails to receive the package, additional shipping or handling fees may be deducted from any eligible refund.
12. Fraud Prevention
We reserve the right to refuse refunds, returns, or exchanges in cases involving:
- suspected fraud;
- abusive return activity;
- unauthorized transactions;
- policy violations.
13. Changes to This Policy
We may update or modify this Return & Refund Policy at any time.
Any changes become effective immediately upon publication on the Website.