Last updated: August 8, 2026
At Solira Nova, we want you to be happy with your purchase. If there is a problem with your order, please contact us as soon as possible so we can help resolve it.
1. Returns
You may request a return if the product you received is:
- Damaged or defective
- Incorrect or different from what you ordered
- Missing important parts or accessories
- Significantly different from the product description
To request a return, please contact us with your order number and a clear description of the problem. We may also request photos or videos showing the issue.
2. Return Period
Return requests should be made within 7 days of receiving your order.
Requests made after this period may not be accepted unless required by applicable law.
3. Product Condition
Returned products should, where reasonably possible, be:
- Unused or in their original condition
- Returned with their original packaging
- Returned with accessories, manuals, and other items included with the order
- Accompanied by proof of purchase or the relevant order details
Products that have been intentionally damaged, misused, altered, or damaged through improper use may not qualify for a return.
4. Incorrect or Damaged Orders
If you receive the wrong product or your order arrives damaged, please contact us as soon as possible.
We may ask you to provide photographs or a short video so that we can assess the issue.
Where the problem is confirmed, we may offer an appropriate solution, which can include:
- A replacement
- A repair where appropriate
- A refund
- Another reasonable solution agreed with you
5. Change of Mind
If you simply change your mind after receiving your order, a return may be accepted only where the product is eligible for return and remains unused and in its original condition.
Any applicable return delivery costs may be the responsibility of the customer.
6. Products That Cannot Be Returned
For hygiene, safety, or other practical reasons, certain products may not be eligible for return once opened or used.
This may include products such as:
- Certain personal-use items
- Opened hygiene-related products
- Products damaged through use
- Items that cannot reasonably be resold after being opened
If you are unsure whether an item is eligible for return, please contact us before sending it back.
7. Return Process
To start a return, contact Solira Nova and provide:
Order number:
Product:
Reason for return:
Photos or video: Where applicable
Our team will review the request and provide instructions on the next steps.
Please do not send a product back without first contacting us and receiving return instructions.
8. Refunds
Once a returned product has been received and inspected, we will notify you whether the return has been approved.
If approved, the refund will be processed using the appropriate payment method where possible.
The time it takes for the refund to appear may depend on the payment provider or financial institution used for the original transaction.
9. Delivery Charges
Original delivery charges may not be refundable unless the return is due to an error on our part, a defective product, or another situation where a refund of delivery charges is appropriate.
Where a customer returns an eligible product because of a change of mind, the customer may be responsible for applicable return delivery costs.
10. Exchanges
If an eligible product is defective or the wrong product was supplied, we may offer an exchange or replacement where the same product is available.
If the product is unavailable, we may offer another appropriate resolution.
11. Warranty and Defective Products
Some products may come with a manufacturer’s or supplier’s warranty.
Where applicable, warranty claims may be subject to the specific terms and conditions of the manufacturer or supplier.
This policy does not remove or limit any rights you may have under applicable consumer protection laws.
12. Fraudulent or Abusive Returns
Solira Nova reserves the right to investigate unusual, fraudulent, or abusive return requests.
We may decline a return where there is reasonable evidence of intentional damage, misuse, fraudulent activity, or abuse of the return process, subject to applicable law.
13. Contact Us
If you have a question about a return, refund, replacement, or damaged order, please contact Solira Nova using the contact information provided on our website. contact us on info@soliranova.co.ke