Legal
Devoluciones y reclamaciones
Última actualización: November 10, 2026
Este documento legal se ofrece en inglés. Prevalece la versión en inglés.
Business orders
Wholesale and customized orders are not covered by a general consumer return policy. The accepted quotation, approved sample, product specification and written order terms determine the applicable quality standard and remedy.
Notice period
Inspect the goods promptly after delivery. A quality, shortage or damage claim must be sent in writing within 7 days of receipt, unless the contract states a different period or the defect could not reasonably have been discovered in that time.
How to make a claim
Email contact@solvanepets.com with the order or invoice reference, SKU, affected quantity, a description of the issue, clear photos or video, and the carton and shipping marks. Keep the affected goods and packaging until the review is complete unless keeping them would be unsafe.
Review
We compare the claim with the sealed sample, the inspection record and the goods. We may ask for additional evidence, a retained sample, a third-party inspection or the return of affected goods where reasonable. The review is completed as quickly as the evidence allows.
Remedies
Where the cause is confirmed and attributable to the factory or to us, the remedy is agreed under the contract and may be refund, replacement or rework, depending on the defect, the quantity affected and the agreed terms. No remedy is automatic before the claim is reviewed.
Customized products
Customized products are not returnable for a change of mind. They are still covered where the goods do not match the approved sample or written specification, or where there is a genuine quality defect.
Transit damage
Claims involving transport damage may require carrier records and must follow the notice period under the selected shipping and insurance terms. Please photograph the carton before opening where damage is visible.
Esta política describe cómo gestionamos las consultas y los pedidos. El presupuesto firmado, la factura proforma o el contrato rigen la transacción concreta.