Support Centre

This Support Centre & After-Sales Service Policy (“Policy”) outlines the support services, warranty handling, and after-sales procedures provided by Joycreate Ecom Tech Limited.
By purchasing our products, you agree to this Policy.

1. Contact Channels

Customers may contact our Support Centre through the following channels:

Email: cs@joycreateecom.com
Website: https://solevia.club/customer-care/contact/
Support Hours: 7X24 Hours
We aim to respond within 24–48 business hours.

2. Scope of Support

We provide support for the following matters:

  • Order status inquiries
  • Shipping and delivery tracking
  • Product usage guidance
  • Installation assistance (basic level)
  • After-sales claims (damage, defect, missing items)
  • Returns and refunds processing

We do not provide:

  • On-site installation services
  • Engineering design consultation
  • Custom modification support after delivery

3. Order Support

Customers may request assistance regarding:

  • Order confirmation
  • Order modification (before shipment only)
  • Order cancellation (before shipment only)

Once an order has been shipped, it cannot be modified or canceled.

4. Shipping & Delivery Support

We assist customers with:

  • Tracking information
  • Delivery status updates
  • Carrier coordination (where possible)

However, we are not responsible for delays caused by:

  • Courier companies
  • Customs clearance
  • Government inspections
  • Incorrect shipping details provided by the customer

5. Damaged, Defective, or Incorrect Items

If you receive a product that is:

  • Damaged
  • Defective
  • Incorrect
  • Missing items

You must contact us within 7 days of delivery.
Required information:

  • Order number
  • Description of the issue
  • Clear photos/videos of the product and packaging

We may offer one of the following solutions:

  • Replacement
  • Partial refund
  • Full refund
  • Store credit

The solution will depend on the severity and nature of the issue.

6. Warranty Policy

Unless otherwise stated, our products include a limited warranty of 180 days from the date of delivery.
The warranty covers:

  • Manufacturing defects
  • Functional failures under normal use

The warranty does NOT cover:

  • Wear and tear
  • Improper installation
  • Misuse or abuse
  • Unauthorized modifications
  • Damage caused by external factors (e.g. water, fire, impact)

We may request:

  • Photos or videos
  • Return of the defective product
  • Additional inspection information