For returns and complaints, contact us at contact@solvero.one. Below, we explain how to request a return and what to do if a product does not conform to the contract or arrived damaged.
Right to Withdraw from the Contract
If you are a consumer, as a rule, you may withdraw from a contract concluded online within 14 days of receiving the product, without giving a reason. This right also applies to natural persons conducting business activity in cases provided for by the Consumer Rights Act. Statutory exceptions to the right of withdrawal apply only when the conditions for them are actually met.
How to Request a Return
You can email contact@solvero.one to inform us that you are withdrawing from the contract. To help us identify your order, please provide your first and last name, order number, and the name of the product you are returning.
After receiving your notice, we will confirm it and send you a return form, the address for sending the product back, and instructions. The form is provided to make the process easier — using it is not mandatory. You may prepare the withdrawal notice yourself and submit it in another permissible form as well.
You do not have to wait for the form or the store’s approval to submit an effective notice of withdrawal. Our response does not set the start of the period for withdrawing from the contract or returning the product.
Seller and Contact
The seller is ASTRAVERA LLC.
For returns and complaints, contact: contact@solvero.one.
Sending the Product Back
Send the product back no later than 14 days from the day you withdraw from the contract. You meet this deadline by sending the parcel before it expires.
Protect the product so that it is not damaged during transport. You may include your order number or a copy of your notice in the parcel — this will make processing easier, but is not a condition for exercising your right to withdraw.
If you withdraw from the contract, you bear the direct cost of returning the goods, unless the law or a separate agreement provides otherwise. Please do not send returns cash on delivery without first agreeing on the collection arrangements.
Refunds
We will refund your payment without undue delay and no later than 14 days from the day we receive your notice of withdrawal from the contract. We may withhold the refund until we receive the product or proof that it has been sent back, whichever happens first, unless we have offered to collect the product.
If you withdraw from the entire contract, we will also refund the cost of delivering the order, up to the cost of the least expensive standard delivery method offered at the time of purchase. We will not refund any additional difference resulting from choosing a more expensive delivery method. We do not charge a fee for processing a refund.
The refund will be made using the same payment method, unless you expressly agree to another method that does not incur any costs for you. If the selected method requires you to provide an account for the refund, we will agree with you on the details needed.
Condition of the Returned Product
You may examine the goods to the extent necessary to establish their nature, characteristics, and functioning. If you use the product beyond this extent, you may be liable for any resulting reduction in its value, in accordance with the rules provided by law.
Simply opening the packaging does not automatically mean that you lose the right to withdraw from the contract for every product. The exception for sealed products applies only when, after opening, they cannot be returned for reasons of health protection or hygiene and the other statutory conditions are met. The rules on withdrawal do not limit your right to make a complaint about a product that does not conform to the contract.
Complaints
If a product does not conform to the contract, you may submit a complaint to the seller. The easiest way is by email: contact@solvero.one.
Describe the problem and what you are requesting. To help us process your complaint more efficiently, provide the order number, product name, and batch number, and, if possible, attach photos. The absence of photos, a form, original packaging, or a receipt is not in itself grounds for refusing to accept a complaint. You may also prove your purchase using other evidence.
Under the statutory liability for goods not conforming to the contract, you may request a repair or replacement and, in cases provided for by law, a price reduction or withdrawal from the contract. As a rule, the seller’s liability covers non-conformity that becomes apparent within 2 years of delivery of the goods, subject to statutory rules and any longer declared shelf life.
We will respond to a consumer complaint within 14 days of receiving it. This is the deadline for providing a response, not a promise that all complaint-handling activities will be completed within that time. The seller bears the costs of bringing the goods into conformity with the contract, including any required transport.
Damage in Transit
If the parcel or product arrived damaged, email us at contact@solvero.one. If possible, take photos of the packaging and its contents. A damage report may help clarify the matter with the carrier, but the absence of one does not prevent you from making a complaint.
Notice of Withdrawal
You can write in your message: “I hereby notify you that I am withdrawing from the sales contract,” specifying the products and details that allow us to identify the order. You do not have to give a reason for your decision.