Refund policy

Return & Refund Policy

退货与退款政策

Last updated: August 14, 2026
最后更新：2026年8月14日

1. Scope and Statutory Rights｜适用范围与法定权利

This policy applies to purchases made directly through the official SOLVIVA website.

Nothing in this policy excludes or limits any non-waivable rights available to customers under applicable consumer protection laws. If any provision conflicts with mandatory law, the mandatory law will prevail.

本政策适用于通过 SOLVIVA 官方网站直接购买的商品。

本政策不排除或限制消费者依据适用法律享有的任何不可放弃的法定权利。如本政策与强制性法律规定不一致，以该强制性法律规定为准。

2. Return Period｜退货期限

Eligible non-customized items may be returned by notifying us within 14 calendar days after delivery.

After notifying us, the return should be dispatched within 14 calendar days unless we agree otherwise or applicable law provides a different period.

符合条件的非定制商品，可在商品送达后的 14个自然日内 联系我们申请退货。

通知我们后，除非双方另有约定或适用法律另有规定，商品应在14个自然日内寄出。

3. Return Eligibility｜退货条件

For a change-of-mind return, the item must:

Be unworn, unused, unwashed and unaltered;
Be free from scratches, damage, odors or other signs of use;
Include all original tags, certificates, accessories, gifts and packaging;
Be returned in a condition suitable for resale.

Customers may inspect an item only to the extent reasonably necessary to determine its nature, characteristics and fit. Where permitted by law, SOLVIVA may reduce a refund to reflect any loss in value caused by handling beyond what is reasonably necessary.

因个人原因申请退货时，商品必须：

未经佩戴、使用、清洗或改动；
不存在划痕、损坏、异味或其他使用痕迹；
附带原有标签、证书、配件、赠品及包装；
保持适合再次销售的状态。

消费者可以在合理必要的范围内检查商品的性质、特征及适配情况。如法律允许，对于因超出合理检查范围的使用或处理而造成的价值减少，SOLVIVA 可相应扣减退款金额。

4. Non-Returnable Items｜不可退换商品

The following items are generally not eligible for change-of-mind returns or exchanges:

Customized or made-to-order jewelry;
Engraved or personalized jewelry;
Items resized, altered or modified at the customer’s request;
Gift cards or other non-physical products;
Pierced earrings supplied in sealed hygiene packaging after the hygiene seal has been opened or damaged.

These exclusions do not apply where an item is damaged, defective, incorrect or not as described, or where applicable law requires a return or remedy.

以下商品通常不接受因个人原因提出的退换：

定制或按订单专门制作的珠宝；
刻字或个性化商品；
根据顾客要求改圈、改款或进行其他修改的商品；
礼品卡或其他非实物产品；
使用密封卫生包装的穿耳式耳饰，在卫生封签已经拆开或损坏后。

如果商品存在损坏、缺陷、发错或与描述不符，或者适用法律要求提供退货或其他救济，上述限制不适用。

5. How to Request a Return｜如何申请退货

Before sending any item back, please contact:

Email: support@solviva.cn

Please provide:

Your order number;
The item you wish to return;
The reason for the return;
Clear photographs or video if the item is damaged, defective or incorrect.

We will review the request and provide return authorization and shipping instructions. Please do not send a return without authorization, as unauthorized parcels may be delayed or returned to the sender.

在寄回任何商品前，请联系：

电子邮箱： support@solviva.cn

请提供：

订单编号；
拟退回的商品；
退货原因；
如商品损坏、存在缺陷或发错，请提供清晰照片或视频。

我们将审核申请并提供退货确认及寄送说明。请勿在未经确认的情况下自行寄回，否则包裹可能无法及时识别，或被退回寄件人。

6. Damaged, Defective, Incorrect or Misdescribed Items｜损坏、缺陷、错发或描述不符

If an item arrives damaged, defective, incorrect or materially different from its description, please contact us as soon as reasonably possible after delivery.

After reviewing the information provided, SOLVIVA will offer an appropriate remedy, which may include repair, replacement, reshipment, partial refund or full refund, depending on the circumstances and applicable law.

Where the issue is confirmed to be caused by SOLVIVA or the item is legally considered non-conforming, SOLVIVA will bear the reasonable applicable return or replacement shipping costs.

The absence of original packaging alone will not remove any mandatory legal rights relating to defective or non-conforming goods.

如果商品在送达时已经损坏、存在缺陷、发错，或与商品描述存在实质性不符，请在合理可行的情况下尽快联系我们。

审核相关资料后，SOLVIVA 将根据实际情况及适用法律，提供维修、更换、重新发货、部分退款或全额退款等适当处理方案。

如确认问题由 SOLVIVA 造成，或商品依法属于不符合约定的商品，相关合理退回或补发运费由 SOLVIVA 承担。

仅因原包装已经遗失，不会影响消费者针对缺陷或不符合约定商品依法享有的强制性权利。

7. Return Shipping and Delivery Charges｜退货运费及原始配送费

For non-defective change-of-mind returns, customers are responsible for return shipping costs. We recommend using a trackable shipping service and retaining proof of shipment.

Original delivery charges are not refundable except where applicable law requires the refund of standard delivery charges. Any additional amount paid for expedited, premium or optional delivery is non-refundable to the extent permitted by law.

Import duties, taxes or customs fees paid directly to a carrier or government authority are not controlled by SOLVIVA. Customers may need to request reimbursement from the relevant authority, unless applicable law requires SOLVIVA to refund them.

因个人原因退货时，退货运费由顾客承担。建议使用可追踪的运输方式并保留寄件凭证。

除适用法律要求退还标准配送费用外，原始配送费用不予退还。在法律允许的范围内，加急、升级或其他可选配送服务所产生的额外费用不予退还。

直接向承运人或政府机构支付的进口关税、税费或清关费用不由 SOLVIVA 控制。除法律要求 SOLVIVA 退还外，顾客可能需要向相关机构申请退还。

8. Refunds｜退款

After an approved return is received, we will inspect it and notify you of the outcome.

We aim to inspect returned items within 5 business days and initiate approved refunds within 10 business days after receipt. If applicable law requires a shorter deadline, that deadline will apply.

Refunds will normally be issued to the original payment method. Your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.

Where permitted by law, deductions may be made for diminished value, missing accessories, missing gifts or damage caused by handling beyond what is reasonably necessary.

收到获准退回的商品后，我们将进行检查并通知您处理结果。

我们通常会在收到退货后的 5个工作日内 完成检查，并在收到商品后的 10个工作日内 发起获准的退款。如适用法律规定了更短期限，则以该期限为准。

退款通常原路退回至原付款方式。银行、银行卡机构或支付服务商可能还需要额外处理时间，款项才会显示在您的账户中。

在法律允许的范围内，如商品因超出合理检查所需的处理而贬值，或缺少配件、赠品，或存在人为损坏，我们可能从退款中扣除相应金额。

9. Exchanges｜换货

Exchanges are subject to availability. For non-defective items, we may ask you to return the original item and place a new order.

Defective, damaged or incorrect items will be handled separately under Section 6 of this policy.

换货需视库存情况而定。对于不存在质量问题的商品，我们可能会要求您先退回原商品，再重新下单。

存在缺陷、损坏或错发的商品，将按照本政策第6条另行处理。

10. Order Cancellations｜取消订单

Please contact support@solviva.cn as soon as possible if you wish to cancel an order.

Standard orders may generally be cancelled before dispatch. Customized or personalized orders may generally be cancelled only before production or alteration has begun.

If an order has already been dispatched, it will normally need to be handled under the return procedure above. Any mandatory cancellation or withdrawal rights under applicable law remain unaffected.

如需取消订单，请尽快联系 support@solviva.cn。

普通订单通常可在发货前取消。定制或个性化订单通常只能在制作、刻字或修改开始前取消。

如果订单已经发出，通常需要按照上述退货流程处理。适用法律赋予消费者的强制性取消权或撤回权不受影响。