Returns & Damages Policy

Effective Date: August 24, 2026

Solvane Home is owned and operated by Solvane Holdings LLC. We are committed to providing clear and transparent return procedures for every customer.

This policy explains our requirements for returns, restocking fees, damaged merchandise, defective products, incorrect shipments, missing items, and exchanges.

1. Return Window

Eligible products may be returned within 30 calendar days of delivery.

The 30-day return period begins on the date the order is delivered to the customer, as shown by the applicable carrier's delivery confirmation.

To be eligible for a standard return, merchandise must:

Be unused
Be uninstalled
Be undamaged
Be in resalable condition
Be returned in its original manufacturer packaging
Include all original parts, accessories, manuals, documentation, and packaging materials
Have a return request initiated within 30 days of delivery

All returns require prior authorization from Solvane Home.

To request a return, contact:

Email: support@solvanehome.com
Phone: 803-931-4778
Customer Service Hours: Monday-Friday, 9:00 AM-5:00 PM Eastern Time

Please provide your order number, product information, reason for the return, and photographs when requested.

2. Restocking Fee

Eligible customer-initiated returns are subject to a 25% restocking fee, calculated from the purchase price of the returned merchandise.

The restocking fee applies to approved returns resulting from circumstances such as:

Customer preference or change of mind
Ordering the wrong model, size, finish, fuel type, voltage, or configuration
A product not fitting the intended location because measurements were not properly verified before purchase
A customer choosing not to keep otherwise correct, undamaged merchandise
Other voluntary returns not resulting from an error by Solvane Home, the manufacturer, distributor, or shipping carrier

The 25% restocking fee will not apply when the return is approved because:

Solvane Home shipped the incorrect product
The product was materially different from what was ordered
The product arrived with verified shipping damage reported within the required reporting period
The product is verified as defective upon delivery and a return is authorized as the appropriate resolution
Solvane Home otherwise confirms in writing that the restocking fee is waived

Any applicable restocking fee will be deducted from the customer's refund.

3. Return Shipping Costs

For customer-initiated returns, the customer is responsible for all return shipping or freight costs.

Return shipping costs are separate from the 25% restocking fee.

When a qualifying return results from an incorrect shipment, verified shipping damage, qualifying defect, or another error for which Solvane Home is responsible, Solvane Home will arrange or cover applicable return transportation as appropriate.

Customers must follow the return shipping instructions provided by Solvane Home.

Unauthorized shipping expenses will not be reimbursed unless approved by Solvane Home in advance.

4. Return Authorization

Do not return merchandise without first receiving authorization from Solvane Home.

After a return request is approved, Solvane Home will provide return instructions and, when applicable, a Return Authorization number.

Products returned without authorization may be refused.

The customer must return the merchandise to the location specified by Solvane Home. The return destination may differ from the original shipping origin because products may be fulfilled by different authorized manufacturers or distribution partners.

5. Non-Returnable Merchandise

The following products are not eligible for standard return unless required by applicable law or otherwise approved by Solvane Home:

Installed products
Used or operated products
Products that have been connected to electricity, gas, water, plumbing, or ventilation systems
Products damaged after delivery
Products without original packaging
Products missing parts, accessories, manuals, or documentation
Custom-made or specially configured products
Special-order products identified as non-returnable before purchase
Clearance or final-sale merchandise identified as such before purchase
Products modified or altered after delivery
Products damaged while being moved or installed after delivery

If you are uncertain whether a product is returnable, contact Solvane Home before placing your order.

6. Appliance Measurements and Installation Requirements

Customers are responsible for verifying that products will fit their intended location and satisfy all applicable installation requirements before ordering.

Customers should verify:

Product dimensions
Cabinet openings
Countertop openings
Doorways
Hallways
Stairways
Elevators
Installation clearances
Electrical requirements
Voltage requirements
Gas connections
Plumbing requirements
Ventilation requirements

A product that does not fit because of incorrect customer measurements or site conditions is considered a customer-initiated return and, if otherwise eligible for return, will be subject to the applicable 25% restocking fee and return shipping costs.

Solvane Home can provide manufacturer specifications before purchase upon request.

7. Inspecting Your Delivery

Customers should inspect all shipments as soon as they are delivered.

Before signing for freight delivery whenever reasonably possible:

Inspect the exterior packaging
Check for punctures, crushing, tears, dents, water damage, or other visible damage
Inspect the merchandise when permitted
Note visible damage on the carrier's delivery documentation
Take photographs of any damage

Do not discard packaging materials if damage is suspected.

8. Shipping Damage

Shipping damage must be reported to Solvane Home within 7 calendar days of delivery.

To report damage, contact:

Email: support@solvanehome.com
Phone: 803-931-4778

Please provide:

Order number
Product model number
Description of the damage
Photographs of the damaged area
Photographs of the entire product
Photographs of the shipping carton, crate, or packaging
Photograph of the shipping label
Delivery documentation when available

Customers should retain all merchandise and packaging while the claim is being reviewed.

For approved shipping-damage claims, Solvane Home may arrange an appropriate resolution, including:

Replacement parts
Manufacturer-authorized repair
Product replacement
Exchange
Return and refund

The appropriate resolution will depend on the nature and extent of the damage.

Approved returns resulting from verified shipping damage will not be charged a restocking fee.

9. Concealed Damage

Damage that is not visible until the merchandise is unpacked must also be reported within 7 calendar days of delivery.

Customers should retain all original packaging and submit photographs documenting the merchandise and packaging.

Solvane Home will work with the applicable manufacturer, distributor, or carrier to determine an appropriate resolution.

10. Incorrect Products

If Solvane Home ships a product that is different from the product ordered, contact us within 7 calendar days of delivery.

Do not install, connect, or use an incorrect product.

Once the error is verified, Solvane Home will arrange an appropriate resolution.

Customers will not be charged a restocking fee or qualifying return shipping costs for a verified incorrect shipment caused by Solvane Home or its fulfillment partner.

11. Missing Items

Missing merchandise, parts, or accessories must be reported within 7 calendar days of delivery.

Please provide:

Order number
Product model
Description of the missing item
Photographs of the merchandise and packaging when requested

Solvane Home will investigate the claim and arrange an appropriate resolution for verified missing items.

12. Defective Products

If a product appears to have a manufacturing defect upon arrival, contact Solvane Home within 7 calendar days of delivery.

Depending on the product and manufacturer's requirements, troubleshooting or diagnosis by an authorized service provider may be required before replacement or return authorization can be issued.

For verified qualifying defects, the resolution may include:

Troubleshooting
Replacement parts
Manufacturer-authorized service
Product replacement
Exchange
Authorized return and refund

When an authorized return is approved due to a verified qualifying defect, the 25% restocking fee will not apply.

Defects discovered after the initial 7-day reporting period may be handled under the applicable manufacturer's warranty.

13. Manufacturer Warranty

Many products sold by Solvane Home include a manufacturer's warranty.

Warranty terms, duration, exclusions, and service procedures are established by the applicable manufacturer.

Warranty coverage may be affected by:

Improper installation
Unauthorized repairs or modifications
Improper electrical connections
Improper gas connections
Improper plumbing
Improper ventilation
Misuse or abuse
Damage occurring after delivery
Use inconsistent with manufacturer specifications

Manufacturer warranty claims are governed by the applicable manufacturer's warranty terms.

Solvane Home will provide reasonable assistance coordinating warranty service when requested.

14. Exchanges

Eligible exchanges are subject to the same return eligibility requirements described in this policy.

If an exchange results from customer preference rather than an error, defect, or shipping damage, the original returned merchandise may be subject to the 25% restocking fee and applicable return transportation costs.

Additional payment may be required if the replacement product costs more than the original product.

15. Refused Deliveries

Customers should not refuse an otherwise correct and undamaged shipment because of a change of mind.

An unauthorized refusal of delivery may be treated as a customer-initiated return and may be subject to:

The 25% restocking fee
Return freight charges
Other actual transportation costs resulting from the refusal

If merchandise arrives with significant visible damage, contact Solvane Home as soon as possible for instructions.

16. Refunds for Approved Returns

Once an authorized return is received and inspected, Solvane Home will determine whether it meets the applicable return requirements.

Approved refunds will be processed within 14 calendar days after Solvane Home or the designated return facility receives the returned merchandise.

For customer-initiated returns, the refund amount will generally equal:

Purchase price of eligible returned merchandise
minus the 25% restocking fee
minus any applicable return shipping or freight charges owed by the customer.

Original shipping charges, expedited shipping charges, delivery-service charges, installation charges, and other services that have already been performed are non-refundable unless the return results from an error by Solvane Home or otherwise required by law.

Approved refunds are issued to the original payment method whenever possible.

The customer's financial institution may require additional processing time before the refund appears in the customer's account.

17. How to Start a Return or Damage Claim

Contact Solvane Home before sending merchandise anywhere.

Solvane Home
Owned and operated by Solvane Holdings LLC

Email: support@solvanehome.com
Phone: 803-931-4778
Customer Service Hours: Monday-Friday, 9:00 AM-5:00 PM Eastern Time

Please include your order number and a description of the issue.

Solvane Home is an online retailer and does not operate a public retail showroom. Returns should not be sent to our business mailing address unless specifically instructed by our customer service team.

18. Policy Changes

Solvane Home may update this policy from time to time.

For an eligible order, the return terms disclosed and applicable at the time of purchase will govern unless otherwise required by applicable law.