Returns & Refund Policy for Sol Livity Ltd

Effective Date: [01/06/2026]
Website: www.sollivity.com
Email: enquire@sollivity.com

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1. Overview

This Returns & Refund Policy applies to all purchases made via www.sollivity.com.

Your rights are protected under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

 

2. Change of Mind (Online Orders)

Under UK law, you have the right to cancel your order within 14 days of receiving your goods.

(Conditions):

To be eligible for a return:

• Items must be unused and unopened

• Items must be in their original packaging

• You must notify us within 14 days of delivery

Once you notify us, you have a further 14 days to return the item.

Important (Hygiene Exception):

Due to the nature of skincare and oils:

• We cannot accept returns on opened or used products unless faulty

• This is in line with hygiene and safety regulations

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3. Faulty, Damaged, or Incorrect Items

You are entitled to a refund or replacement if items are:

• Faulty

• Damaged in transit

• Not as described

Please contact us within 48 hours of delivery with:

• Your order number

• Photos of the item

We will:

• Offer a replacement, or

• Provide a full refund (including delivery costs where applicable)

 

4. Allergic Reactions / Sensitivities

Due to individual skin differences:

• We are not liable for allergic reactions where a patch test has not been carried out

• Customers are strongly advised to perform a patch test before full use

Refunds are not provided for reactions unless the product is proven faulty.

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5. Return Process

To initiate a return:

1. Email us at enquire@sollivity.com

2. Include your order number and reason for return

3. Wait for return instructions before sending items

Returns sent without prior approval may not be accepted.

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6. Return Shipping

• Customers are responsible for return postage costs unless the item is faulty

• We recommend using a tracked service

• We are not responsible for items lost in transit

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7. Refunds

Once your return is received and inspected:

• Refunds will be processed within 5–10 working days

• Refunds will be issued to the original payment method

We reserve the right to refuse a refund if items do not meet return conditions.

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8. Non-Returnable Items

The following items are non-refundable unless faulty:

• Opened skincare products

• Used oils or balms

• Custom or personalised items (including resin jewellery)

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9. Cancellations (Services)

For massage services:

• At least 24 hours’ notice is required

• Deposits may be non-refundable for late cancellations or no-shows

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10. Contact

Sol Livity Ltd
Email: enquire@sollivity.com