Refund policy
At SoLuxVera, we want every ritual you bring home to feel right. If something isn't working for you, here's how returns and refunds work.
30-Day Returns
You have 30 days after your order is delivered to request a return. To be eligible, your item must be in the condition you received it: unused, with all tags, accessories, and manuals, and in its original packaging. You'll also need your order number or proof of purchase.
How to Start a Return
Email us at hello@soluxvera.com with your order number and the item(s) you'd like to return. If your return is approved, we'll send you instructions on how and where to ship your package, since the return address may differ by item. Items sent back without an approved return request will not be accepted.
Wellness Devices and Technology
Devices such as massagers, light therapy tools, heat and cold therapy products, and other electronics may be returned within 30 days if they are unused or show no signs of wear, and include all original accessories, cords, attachments, and packaging. Devices that show signs of use, damage, or missing parts may not qualify for a full refund.
Skincare, Body Care, and Personal Care Products
For hygiene and safety reasons, we can only accept returns of skincare, body care, and personal care products (serums, cleansers, oils, masks, scrubs, and similar items) if they are unopened, unused, and sealed in their original packaging. Opened or used products cannot be returned.
Textiles and Accessories
Towels, pillowcases, eye masks, wraps, and similar items must be unwashed, unused, and have their tags attached.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives. If an item is damaged, defective, or not what you ordered, contact us at hello@soluxvera.com right away, and no later than 7 days after delivery. Include your order number and photos of the item and packaging. We'll make it right with a replacement or a refund. Many of our products also carry a manufacturer's warranty, and we're happy to help you with that process.
FSA/HSA Purchases
Some of our products may be purchased using an FSA or HSA card. Eligibility for these accounts is determined by your plan administrator, not by SoLuxVera. If you submit an item for reimbursement and the claim is denied, or the item is found ineligible, that does not qualify the order for a return or refund. Our standard return policy applies in all cases. If you plan to use FSA/HSA funds, we recommend confirming eligibility with your plan administrator before you purchase. We're happy to provide an itemized receipt for your records.
Non-Returnable Items
- Opened or used skincare, body care, and personal care products
- Items that have been used, altered, or damaged after delivery
- Items returned without prior approval
- Items on sale or clearance and gift cards
If you're unsure whether your item qualifies, please reach out before you ship anything back.
Exchanges
The fastest way to get what you want is to return the item you have and, once the return is approved, place a new order for the replacement.
European Union 14-Day Cooling-Off Period
If your order is shipped into the European Union, you have the right to cancel or return it within 14 days of delivery, for any reason and without justification. The same condition requirements above apply, including the hygiene requirements for personal care products.
Refunds
Once we receive and inspect your return, we'll email you to let you know whether your refund was approved. If approved, your refund will go to your original payment method within 10 business days. Your bank or card company may need additional time to post it. Original shipping charges are non-refundable, and return shipping costs are the customer's responsibility unless the item arrived damaged, defective, or incorrect.
If more than 15 business days have passed since your return was approved, please contact us at hello@soluxvera.com.