Australian Consumer Law
Soliverie sells to consumers in Australia and the products we supply come with consumer guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). These include guarantees that goods will be of acceptable quality, match their description, and be fit for any purpose we have agreed to.
You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy is intended to limit those rights.
Damaged, faulty, or incorrect orders
If your order arrives damaged, contains the wrong item, or has a manufacturing fault, we will replace or refund it at no cost to you.
- Notify us within 14 days of delivery by emailing hello@soliverie.com with your order reference (e.g. SLV-XXXXXX) and a clear photo of the issue, including the outer packaging if relevant.
- For damaged items, please keep the original packaging until we confirm next steps — we may need photos for the carrier claim.
- We will arrange a replacement (free reshipment) or a full refund to your original payment method, at your choice.
- You will not be asked to cover return postage for damaged, faulty, or incorrectly shipped items.
Lost in transit
All Soliverie orders ship with tracking. If your tracking has not updated for 7 business days after dispatch, or the carrier has marked the parcel as lost, contact us at hello@soliverie.com. We will lodge an investigation with the carrier and arrange a free replacement once they confirm the parcel is undeliverable.
If a parcel is marked as delivered but you have not received it, please first check with neighbours, building reception, or your local post office, as parcels are sometimes left in safe drop locations. If we cannot locate the parcel, we will work with you and the carrier to resolve it.
Change of mind
Because supplements are ingestible products, we are unable to accept returns once a product has been opened, used, or had its tamper-evident seal broken. This is a hygiene and product-safety policy applied across the Australian supplements industry, and we apply it for the protection of all customers.
For unopened, sealed products in their original packaging, we offer a goodwill 14-day return window from the date of delivery. To request a change-of-mind return:
- Email hello@soliverie.com with your order reference and the items you wish to return.
- Once approved, ship the items back to the address we provide. Return postage is at your cost for change-of-mind returns.
- Upon receipt of the items in original, unopened condition, we will refund the purchase price (excluding original shipping) to your original payment method within 5 business days.
This change-of-mind policy is offered in addition to your rights under the Australian Consumer Law and does not limit them.
Adverse reactions and suitability
Our products are listed on the Australian Register of Therapeutic Goods (ARTG) and sourced from Australian GMP-certified manufacturers. They are not intended to diagnose, treat, cure, or prevent any disease. Speak to a qualified health professional before starting any new supplement, particularly if you are pregnant, breastfeeding, taking prescription medication, or managing a medical condition.
An individual response to a supplement, or a preference based on taste, texture, or perceived effect, does not generally constitute a fault under the Australian Consumer Law. We are unable to refund opened products on these grounds. If you experience an adverse reaction, please discontinue use, contact a medical professional, and notify us at hello@soliverie.com so we can record it and assist where appropriate.
Cancellations
Orders can be cancelled at no charge any time before they are dispatched. Email hello@soliverie.com with your order reference as soon as possible — we typically dispatch within 24 hours of payment, so quick notice is essential.
If your order has already shipped, you may instead use the change-of-mind process above once it arrives.
Refund processing
Approved refunds are processed to your original payment method within 5 business days of approval:
- Card payments — typically appear within 3–10 business days, depending on your card issuer.
- PayPal — typically appear within 1–3 business days.
- PayID and bank transfer — refunded by EFT to your nominated account within 1–3 business days of you providing your account details.
If a refund has not appeared within the timeframes above, please contact us so we can follow it up with the payment provider on your behalf.
Contact us
For any refund, return, or order issue, please contact:
Soliverie Customer Care
Email: hello@soliverie.com
Hours: Monday–Friday, 9am–5pm AEST
Response time: within 1 business day
If you are not satisfied with our response, you may contact the Australian Competition and Consumer Commission (ACCC) or your state or territory consumer protection agency for further assistance.