Refund policy

Soleiva Refund Policy

At Soleiva, we want you to feel completely confident in your purchase. We know that trying a new product, especially one meant to help with something as personal as knee pain, requires a bit of trust. That is why we have built our refund policy around a simple principle: if Soleiva does not work for you, you should not have to keep it or keep paying for it.

Please read through the details below so you understand exactly how our refund process works, what is covered, and how to get in touch if you need help.

90 Day Money Back Guarantee

Every Soleiva Knee Massager purchase is covered by our 90 day money back guarantee. This guarantee begins on the date you receive your order, not the date you place it, because we believe you should have the full 90 days to actually use the product and judge it for yourself.

If at any point within those 90 days you feel that Soleiva is not delivering the relief you expected, or you are simply not satisfied for any reason, you are entitled to a full refund. We do not require a specific reason, and we will not ask you to justify your decision. Your satisfaction is the only requirement we care about.

How to Request a Refund

Requesting a refund is straightforward. Simply reach out to our customer care team using the contact details on our website and let us know you would like to return your Soleiva device. We will respond promptly with the next steps, including instructions on how and where to send your return.

To help us process your refund as quickly as possible, please have your order number ready when you contact us. This is usually found in your confirmation email or on your original receipt. If you cannot locate it, do not worry. Our team can look up your order using the email address or name associated with your purchase.

Condition of Returned Items

We ask that you return your Soleiva device in the condition it was used, along with any original packaging, cables, and accessories if possible. We understand that products get used, so we do not expect items back in pristine, unopened condition. Our goal is simply to ensure the item you send back is the item you purchased from us.

If your device arrived damaged, defective, or different from what you ordered, please let us know as soon as possible so we can resolve the issue quickly, whether that means a replacement or a refund.

Refund Processing Times

Once we receive your returned item, our team will inspect it and process your refund within a reasonable timeframe. Refunds are issued back to the original payment method used at checkout. Depending on your bank or payment provider, it may take several business days for the refund to appear in your account after it has been processed on our end.

We will keep you updated throughout this process so you always know where things stand. If you have not received confirmation of your refund within a reasonable period after we receive your return, please reach out and we will look into it right away.

Shipping Costs on Returns

Unless your item arrived damaged or defective, return shipping costs are generally the responsibility of the customer. We recommend using a trackable shipping method when sending your return so that both you and our team can confirm it has been received. Soleiva is not responsible for items lost or damaged during return transit if a non-trackable method is used.

Warranty Coverage

In addition to our 90 day money back guarantee, Soleiva devices are covered by a 1 year warranty against manufacturing defects. If your device stops functioning properly outside of the 90 day refund window but within your first year of ownership, please contact us. We will work with you to repair or replace the device at no additional cost, provided the issue falls under normal use and is not the result of misuse, unauthorized modification, or accidental damage.

Exchanges

If you would prefer an exchange rather than a refund, for example if you received the wrong item or would like to try a different product in our lineup, our customer care team is happy to help arrange this. Simply let us know your preference when you reach out, and we will guide you through the process.

Sale and Promotional Items

Items purchased during a sale or with a promotional discount are still covered under our standard 90 day guarantee and 1 year warranty, unless otherwise stated at the time of purchase. Any exceptions will always be clearly communicated before you complete your order, never buried in fine print afterward.

Order Cancellations

If you change your mind before your order has shipped, contact us as soon as possible and we will do our best to cancel it before it leaves our warehouse. Once an order has shipped, it will need to go through our standard return process outlined above.

Our Commitment to You

We started Soleiva because we believe everyone deserves relief from knee pain without unnecessary risk, hassle, or expense. Our refund policy reflects that belief. We would rather you try Soleiva with total peace of mind than hesitate because you are unsure whether it will work for you.

If you have any questions about this policy, or if something in your situation does not seem to be covered above, please do not hesitate to contact our customer care team. We are here to help, and we want every Soleiva customer to feel taken care of, whether that means celebrating great results or making a return as painless as possible.

Thank you for trusting Soleiva with your knee health. We are committed to making this right for you, every step of the way.