Refund policy

Last updated: October 26, 2026

Returns

We're happy to accept returns for a refund within 90 days of delivery, as long as the product is unopened and still sealed in its original packaging. Any security seal on the box must also be intact. Due to the intimate nature of our products, we're unable to accept opened items for a return or refund.

Return shipping costs must be covered by the customer. These costs vary depending on your region and the shipping carrier used.

For questions about returns or refunds, please contact us through our contact form.

Requirements for Return

  • Return Initiation: To request a return and refund, please provide your order number and the necessary information about the return.
  • Return Deadline: The return must be requested within 90 days from the date of delivery.
  • Pre-Approval: Returns require prior approval. Items sent back without prior approval may not be accepted, and you may be responsible for any associated shipping costs.

Non-Acceptable Return Conditions:

  • Any product that has been opened, or whose seal is broken.
  • Any product not purchased from the ELM & VENN official website. For ELM & VENN products purchased through other channels, please contact the original point of sale to handle after-sales service.
  • Any product missing parts or with damaged packaging.
  • Orders returned beyond the 90-day return period.

100% Full Refund Criteria:

  • Products that are faulty or damaged upon arrival.
  • Products that arrive in the incorrect model.
  • Orders cancelled prior to shipment, including pre-orders.

The Return Process

  1. Contact Us: Fill out our contact form for approval.
  2. Return Information: Upon approval, we provide the return address and the information that is needed.
  3. Send the Package: Return the package as instructed.
  4. Notification of Receipt: We will process the return within 1–3 business days upon receipt.
  5. Refund Issuance: Refunds are issued to the original payment method within 10–15 business days, depending on your bank's processing time.

Limited Warranty

ELM & VENN provides a limited warranty against defects in materials or workmanship for one year under normal use conditions.

What is covered by this limited warranty?

This one-year limited warranty covers defects in materials and workmanship in the Solene device and its included charging cable. Your one-year limited warranty is valid for you alone—the original purchaser—and cannot be transferred.

What is not covered by this limited warranty?

ELM & VENN does not make any warranty—either express or implied—with respect to the results you may achieve using the Solene device. These results vary from person to person based on a variety of factors. This limited warranty is limited to the original purchaser and offered only on the Solene device purchased directly from ELM & VENN. This limited warranty does not cover damage, defects or failures caused by abuse or misuse; improper care; impact or insertion of foreign objects; vandalism; improper storage; improper or incorrectly performed maintenance or repair; application of harmful chemicals; Acts of God, fire or water; abrasives; negligence; failure to follow manufacturer's instructions; loss of the product; normal wear and tear; alteration; or overuse.

How long does this limited warranty last?

The limited warranty begins on the date of delivery and expires one year later.

What should I do if my Solene device is defective?

If you discover a covered defect in materials or workmanship in your Solene device under normal operating conditions before the one-year warranty period expires, contact us through our contact form with your order number, a short description of the problem and, if possible, a photo or video. If we confirm a defect covered by this limited warranty, we will replace your device with a new device that is the same as or similar to the device you purchased.

Warranty Limitations and Disclaimers

THIS WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS AND YOU MAY ALSO HAVE OTHER RIGHTS, WHICH VARY FROM STATE TO STATE (OR JURISDICTION TO JURISDICTION).

ELM & VENN RESPONSIBILITY FOR MALFUNCTIONS AND DEFECTS IN ELM & VENN PRODUCTS AND YOUR REMEDIES FOR THE BREACH OF THIS LIMITED WARRANTY IS LIMITED SOLELY TO THE REPLACEMENT OF YOUR PRODUCT AS SET FORTH IN THIS WARRANTY STATEMENT.

THE EXPRESS LIMITED WARRANTY SET FORTH ABOVE IS IN LIEU OF ALL OTHER EXPRESS WARRANTIES.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, ELM & VENN DISCLAIMS ALL IMPLIED WARRANTIES, INCLUDING WITHOUT LIMITATION THE IMPLIED WARRANTIES OF FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT. IF APPLICABLE LAW DOES NOT PERMIT THE DISCLAIMER OF IMPLIED WARRANTIES, THEN THE DURATION OF SUCH IMPLIED WARRANTIES, INCLUDING WITHOUT LIMITATION THE IMPLIED WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE, ARE HEREBY EXPRESSLY LIMITED TO THE DURATION OF THE EXPRESS LIMITED WARRANTY SET FORTH ABOVE.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL ELM & VENN BE LIABLE FOR ANY SPECIAL, INCIDENTAL, CONSEQUENTIAL, PUNITIVE OR INDIRECT DAMAGES BASED UPON BREACH OF WARRANTY, BREACH OF CONTRACT, NEGLIGENCE, STRICT PRODUCT LIABILITY, TORT OR ANY OTHER LEGAL THEORY, EVEN IF ELM & VENN IS ADVISED OR AWARE THAT SUCH DAMAGES MIGHT ARISE. SUCH DAMAGES INCLUDE, BUT ARE NOT LIMITED TO, LOSS OF USE OF THE SOLENE DEVICE, COST OF ANY SUBSTITUTE EQUIPMENT, THE CLAIMS OF THIRD PARTIES OR DAMAGE TO PROPERTY. THIS LIMITATION DOES NOT APPLY TO CLAIMS FOR PERSONAL INJURY CAUSED BY A DEFECT IN THE SOLENE DEVICE. SOME STATES DO NOT ALLOW LIMITS ON WARRANTIES OR ON REMEDIES FOR BREACH IN CERTAIN TRANSACTIONS. IN SUCH STATES, THE LIMITS IN THIS PARAGRAPH AND THE DISCLAIMER OR EXCEPTIONS FROM WARRANTY MAY NOT APPLY.

Product Changes

ELM & VENN reserves the right to make changes and improvement to its products without incurring any obligation to incorporate such improvements in products previously sold.

Miscellaneous Terms

As used in this warranty, "we" and "us" refer to ELM & VENN. "You" refers to the original purchaser of the Solene device. We shall be excused from performance to the extent of any delay or inability to perform arising due to weather events, disasters, acts of terror, governmental action or regulation, labor or materials shortages or disputes, or other circumstances not under our control. If any term herein is illegal, invalid or unenforceable, then such term shall be ignored but the remaining terms and conditions shall remain in effect.