Return & Refund Policy

Solvialens | Smart Glasses & Intelligent Eyewear

Effective Date: 9 october, 2026

At Solvialens, we believe that a transparent and reliable shopping experience is just as important as the technology we offer.

Our Return & Refund Policy explains your rights and the procedures for order cancellations, returns, refunds, damaged or defective products, and international purchases.

We are committed to handling every eligible request fairly, efficiently, and in accordance with applicable consumer protection laws.

1. Return & Refund Policy Overview

For customers covered by applicable European Union (EU) or European Economic Area (EEA) consumer withdrawal legislation:

• Withdrawal period: Generally 14 days after receiving your order.

• Withdrawal requests: You must notify us of your decision to withdraw within the applicable withdrawal period.

• Return deadline: Generally 14 days after notifying us of your withdrawal.

• Refund processing: Without undue delay and generally within 14 days after receiving your withdrawal notice, subject to legally permitted withholding until the returned goods or proof of return shipment have been received.

• Return shipping: The customer is responsible for direct return shipping costs for non-defective goods where disclosed before purchase and permitted by applicable law.

• Defective or incorrect products: Statutory remedies are provided without cost to the customer where required by law.

• Customer support: support@solvialens.com.

For customers outside the EU/EEA, applicable local consumer laws and any additional return rights expressly offered at the time of purchase will apply.

Nothing in this policy limits or excludes mandatory consumer rights.

2. What Is the 14-Day Right of Withdrawal?

If you are a consumer covered by applicable EU/EEA distance-selling legislation, you generally have the right to withdraw from an eligible online purchase within 14 days without providing a reason.

The withdrawal period normally begins on the day after you, or a person designated by you other than the carrier, receive the product.

If multiple products from the same order are delivered separately, the relevant withdrawal period generally runs from receipt of the final product, as provided by applicable law.

You may also notify us of your decision to withdraw before your order has been delivered.

To exercise your right, you must communicate your decision before the withdrawal period expires.

You do not need to wait for our approval before validly exercising a statutory withdrawal right.

Where the law provides a longer withdrawal period or additional protections, those rights remain unaffected.

3. How Do I Request a Return or Refund?

If you wish to return your Solvialens smart glasses or another eligible product, you can contact us through one of the following methods:

Email: support@solvialens.com

Electronic withdrawal function: Available through the withdrawal function on our website, where required by applicable law.

To help us identify your order, please provide:

1. Your full name.

2. Your order number, if available.

3. The email address associated with your purchase.

4. The product or products you wish to return.

5. A clear statement that you wish to withdraw from your purchase, where applicable.

A reason is not required for a statutory withdrawal.

For defective or incorrect products, a brief description of the issue and supporting photographs, where reasonably available, may help us investigate more efficiently.

We will provide the appropriate return instructions and assist with the next steps.

Important: Contacting customer support for return instructions does not extend or restrict your statutory withdrawal deadline. A clear withdrawal notice sent within that period is sufficient to exercise the right.

Our website's electronic withdrawal function will provide acknowledgment of receipt in accordance with applicable legal requirements.

4. Return Shipping Address and Instructions

Products must be sent to the appropriate return destination disclosed for the purchase.

Authorized Return Destination:

[REGISTERED RETURN RECIPIENT OR FACILITY]

[COMPLETE STREET ADDRESS]

[CITY, POSTAL CODE]

[COUNTRY]

Return destination country: [COUNTRY]

Estimated return shipping costs: [INSERT VERIFIED COST INFORMATION FOR THE RELEVANT CUSTOMER MARKETS]

The applicable return destination and return shipping responsibilities must be disclosed before purchase as required by law.

Please follow the return instructions provided for your order to help ensure that your return can be properly identified and processed.

Do not send products to an unrelated shipping origin, carrier depot, or other address that has not been designated to receive returns.

We recommend using a tracked shipping service and retaining your proof of postage.

A return reference number may help us process your return but is not a mandatory condition for exercising a statutory withdrawal right.

5. Who Pays for Return Shipping?

Returns for a change of mind

If you exercise a statutory right of withdrawal because you no longer want the product, you may be responsible for the direct cost of returning the goods, provided this responsibility was properly disclosed before purchase and is permitted by applicable law.

Return shipping costs may vary depending on your country and the disclosed return destination.

If the return address is outside your country, international postal or courier charges may apply.

Where we have not properly disclosed your responsibility for return costs, we will bear those costs to the extent required by law.

Returns for defective, damaged, or incorrect products

If a product is defective, incorrectly supplied, or otherwise does not conform to the purchase contract, Solvialens will bear the necessary costs of providing statutory remedies, including applicable return shipping expenses, as required by law.

Customers will not be required to pay unlawful return, handling, or inspection fees to exercise valid rights relating to non-conforming goods.

Where appropriate, we may arrange a prepaid return label, collection, or another legally compliant solution.

6. What Condition Must Returned Products Be In?

Customers exercising a statutory right of withdrawal may inspect a product to establish its nature, characteristics, and functioning.

For Solvialens smart glasses, this may include reasonable handling and inspection comparable to what would be permitted in a physical retail store.

You are encouraged to return the product with its included accessories, charging equipment, and original packaging where available.

However, opening ordinary product packaging or reasonably inspecting the glasses does not, by itself, remove your statutory withdrawal right.

Where permitted by law, you may be responsible for diminished product value caused by handling beyond what was necessary to examine the product.

Any such deduction will be assessed individually and based on the actual circumstances and applicable legal requirements.

A product will not automatically be rejected solely because:

• The original packaging has been opened.

• The product has been reasonably inspected.

• A customer has exercised a statutory right of withdrawal.

• The original packaging is unavailable.

Missing accessories, material damage, or excessive handling may affect a lawful assessment of diminished value, but do not automatically eliminate statutory rights.

We do not impose an automatic restocking fee for lawful statutory withdrawals.

7. When Will I Receive My Refund?

When a valid statutory withdrawal is exercised, Solvialens will reimburse the payments required by applicable law without undue delay.

For qualifying EU/EEA withdrawals, refunds will generally be made no later than 14 days after we receive your withdrawal notification.

For goods that must be returned, we may, where legally permitted, withhold reimbursement until:

• We have received the returned products; or

• You have supplied evidence that the products have been sent back;

whichever occurs first.

Where the law requires an earlier refund, that requirement will apply.

Refunds will normally be made using the original payment method unless you expressly agree to another method that does not impose additional costs on you.

After a refund has been issued, your bank or payment provider may require additional time to display the transaction.

If you have not received an expected refund, please contact support@solvialens.com with your order number.

8. What Will Be Refunded?

For a valid statutory withdrawal involving an entire eligible order, your refund generally includes:

• The amount paid for the returned products.

• Applicable taxes collected by Solvialens that must be reimbursed under the law.

• The original standard outbound delivery charge, where required by law.

If you expressly selected a more expensive delivery option, such as express shipping, the additional cost above the least expensive standard delivery offered does not have to be refunded where applicable law permits.

For partial order withdrawals, the amount refunded and any applicable adjustment to delivery charges will be determined according to the contract and applicable law.

Any lawful deduction for diminished value will be limited to what is permitted under the relevant consumer protection legislation.

We will not substitute store credit for a legally required monetary refund without your valid agreement.

Import duties or taxes paid separately to customs authorities or independent import agents may be subject to separate reimbursement procedures under the relevant country's laws. This does not affect amounts that Solvialens is legally required to refund.

9. What If My Solvialens Smart Glasses Are Defective?

We want every customer to receive a product that conforms to its description and the purchase contract.

If your smart glasses arrive defective, damaged, incomplete, or with functionality that does not match the contractual product specifications, contact us at support@solvialens.com.

Examples of potential non-conformity include:

• A camera that does not function as contractually specified.

• Missing accessories included in the purchase.

• Charging or battery defects.

• Bluetooth or connectivity functionality that fails to meet the contractual description.

• AI or translation features that do not conform to the advertised and contractually agreed functionality.

• Incorrect products, models, or variants.

• Damage that occurred before delivery.

• Missing necessary software functionality or updates where legally required.

Depending on applicable law and the circumstances, available remedies may include:

1. Repair of the product.

2. Replacement with a conforming product.

3. An appropriate price reduction.

4. Termination of the contract and reimbursement.

5. Other statutory remedies, where applicable.

The availability and sequence of these remedies are determined by applicable consumer law.

We will assess claims fairly and within the applicable legal framework.

Customers will not be required to accept store credit in place of a legally required refund.

10. Statutory Warranty and Consumer Protection Rights

The right to withdraw from an online purchase is separate from the right to complain about defective or non-conforming goods.

Within the European Union, consumers generally benefit from a minimum two-year legal guarantee of conformity, with additional or longer rights in certain countries.

For eligible purchases governed by Swedish consumer law, consumers generally have the right to complain about original defects for three years.

Under Swedish law, a defect appearing within the first two years is generally presumed to have existed at delivery unless the seller establishes otherwise or an applicable legal exception applies.

Consumers should notify the seller of a defect within a reasonable time after discovering it. Under Swedish law, a complaint submitted within two months of discovery is always considered timely.

Any manufacturer's warranty or additional commercial guarantee is separate from statutory rights.

A voluntary warranty period does not shorten or replace mandatory consumer protection.

For products with digital elements, applicable conformity obligations may also include necessary software and security updates.

11. Can I Cancel My Order Before It Ships?

If you need to change or cancel an order, please contact us as soon as possible at support@solvialens.com.

While we will make reasonable efforts to accommodate changes, adjustments to product variants, quantities, or delivery information may not always be operationally possible once fulfillment has begun.

However, these operational limitations do not remove statutory rights to cancel, withdraw, or terminate a purchase.

Where Swedish consumer law applies, customers generally have the right to cancel an order before delivery. In limited circumstances, the seller may be entitled to legally justified compensation for costs arising from such cancellation.

Any claim for compensation will be assessed individually according to applicable law and will not be imposed as an automatic cancellation penalty.

Where a statutory right of withdrawal applies, customers may communicate their decision to withdraw before delivery.

12. What If My Order Is Lost, Delayed, or Never Delivered?

If you have not received your order within the agreed delivery period, contact support@solvialens.com.

Please include your order number and relevant tracking information, if available.

We will investigate the situation with the shipping carrier and provide the assistance and remedies required by applicable law.

For consumer purchases, the risk of loss or damage generally remains with Solvialens until the customer, or a person designated by the customer, receives physical possession of the goods, subject to applicable legal exceptions.

A parcel being marked as delivered by a carrier does not automatically prove that legal delivery has occurred.

Customers may be entitled to delivery, cancellation, reimbursement, or other remedies depending on the circumstances and applicable legislation.

For more information, please review our Shipping Policy.

13. What If I Receive the Wrong Product?

If your order contains the wrong product, model, variant, or another material error, please contact us.

We may request reasonable supporting information to identify the issue.

Where a product has been incorrectly supplied, we will provide the remedies required by applicable consumer law without imposing unlawful costs on the customer.

We will not treat an incorrectly supplied or non-conforming product as an ordinary change-of-mind return where doing so would reduce the customer's statutory rights.

14. International Orders and Returns

Solvialens offers shipping to eligible international destinations displayed at checkout.

Products are generally dispatched from fulfillment facilities in Hong Kong.

The dispatch location does not necessarily determine the authorized return destination.

The return destination, applicable return shipping responsibilities, and relevant cost information must be disclosed before purchase where required by law.

If international customs declarations or shipping documents are needed for an authorized return, we will provide reasonable instructions and assistance.

Customers should follow applicable customs and carrier requirements when preparing return shipments.

For customers outside the EU/EEA, return and refund rights are governed by applicable local consumer protection laws and any additional voluntary return arrangements expressly offered with the purchase.

Where no statutory change-of-mind withdrawal right applies and no additional voluntary return right was offered, requests for discretionary returns may be considered individually but are not guaranteed.

These provisions do not restrict mandatory local consumer remedies.

15. Can I Exchange My Smart Glasses?

If you would like to exchange your product for a different model or variant, please contact support@solvialens.com.

Voluntary exchanges depend on product availability and the arrangements offered by Solvialens.

An exchange may involve returning the original product and placing a new order.

Where you are entitled to repair or replacement under statutory consumer law, those rights will be handled separately and will not be made conditional on a voluntary exchange policy.

16. Special Considerations for Smart Glasses

Before returning smart glasses containing camera, Bluetooth, AI, or application-based functionality, we recommend that you:

• Remove personal photographs, videos, and recordings where appropriate.

• Unpair the device from your smartphone.

• Sign out of connected accounts.

• Perform a factory reset, if supported by the product.

• Retain any information reasonably necessary to document a defect or complaint.

These are recommendations intended to help protect your privacy and streamline the return process, not additional legal conditions for exercising statutory rights.

If your device has a damaged, swollen, leaking, or overheating battery, stop using or charging it and contact us before attempting to ship it.

Products containing potentially unsafe batteries may require special handling under applicable transport safety regulations.

We will provide appropriate instructions for such returns.

17. Are Any Products Excluded from Returns?

Mandatory statutory withdrawal and consumer conformity rights cannot be removed by describing an item as "final sale," "discounted," or "non-refundable."

Where applicable law recognizes a specific exception to the right of withdrawal, that exception will apply only when all relevant legal conditions are satisfied and the customer has received the legally required information.

Ordinary smart glasses are not automatically excluded from statutory withdrawal rights merely because they are electronic products, have been opened, or have been reasonably inspected.

Customized products or separately supplied digital services may be subject to different statutory rules where applicable and where the specific legal requirements for an exception have been satisfied.

Defective or non-conforming goods remain subject to mandatory consumer protection regardless of promotional pricing or general return eligibility.

18. Uncollected or Refused Deliveries

If you are unable to receive your shipment or wish to withdraw from your purchase, please contact us promptly.

Refusing delivery or failing to collect a parcel does not necessarily replace the clear notification required to exercise a statutory withdrawal right.

If a shipment is returned to the sender, we will review the circumstances and apply the relevant contractual arrangements and consumer protection legislation.

Any charge associated with an uncollected shipment must have a valid legal basis and comply with applicable disclosure and fairness requirements.

We do not impose undisclosed automatic penalties for exercising statutory consumer rights.

19. Refund Disputes and Customer Assistance

If you believe a refund has been calculated incorrectly, delayed, or refused in error, please contact us.

Our team will review the relevant order records, correspondence, tracking information, and applicable legal requirements.

We may request reasonable additional information to investigate a claim.

Customers retain the right to pursue lawful payment disputes, contact competent consumer authorities, or seek remedies through applicable dispute resolution procedures.

Submitting a legitimate complaint, negative review, refund request, or payment dispute does not constitute misuse of our services.

20. Relationship to Our Terms of Service

This Return & Refund Policy should be read together with our Terms of Service and Shipping Policy.

Our Terms of Service explain the broader contractual relationship between Solvialens and its customers.

Our Shipping Policy provides information about dispatch, delivery methods, international shipping, and customs arrangements.

This policy provides the specific procedures and information relating to withdrawals, returns, refunds, and non-conforming products.

Where provisions appear inconsistent, they must be interpreted in accordance with mandatory applicable consumer law and the specific contractual rights lawfully agreed at the time of purchase.

Nothing in this policy excludes, restricts, or overrides rights that cannot legally be waived.

21. Contact Solvialens

For questions about returns, refunds, cancellations, or product concerns, please contact our customer support team.

Brand: Solvialens

Legal Business Name: [FULL REGISTERED LEGAL NAME]

Business Registration Number: [REGISTRATION NUMBER]

Registered Business Address: [FULL PHYSICAL BUSINESS ADDRESS]

Telephone: [BUSINESS TELEPHONE NUMBER]

Email: support@solvialens.com

Website: https://solvialens.com

Authorized Return Address: [FULL VERIFIED RETURN ADDRESS, INCLUDING COUNTRY]

We aim to respond to customer inquiries within one business day.

Model Withdrawal Form

You may use this form to notify Solvialens that you wish to exercise a statutory right of withdrawal. Use of this form is optional.

To: Solvialens — [FULL REGISTERED LEGAL NAME]

Postal address: [REGISTERED BUSINESS ADDRESS]

Email: support@solvialens.com

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:

Product(s): __________________________

Order number: _______________________

Ordered on: _________________________

Received on: ________________________

Customer name: _____________________

Customer address: ___________________

Customer email: _____________________

Date: ______________________________

Signature (only if submitted on paper): ___________________

You do not need to provide a reason for exercising a statutory right of withdrawal.

© 2026 Solvialens. All rights reserved, subject to applicable law.