Refund policy

Returns and Exchanges Policy

At Solbox, we’re committed to making sure you’re 100% satisfied with your purchase. We understand that sometimes things don’t work out as expected, and we’re here to help make the process of returning or exchanging your items as smooth and hassle-free as possible.

14-Day Guarantee

We proudly offer a 14-day return and exchange policy for all items purchased from our store. This means that from the date your order was delivered, you have a full 14 days to decide if it’s right for you.

We only ask that items be unused, unwashed, and in their original condition, with all tags and packaging intact. We cannot accept returns for items that show signs of use or damage that occurred after delivery, as we want to ensure that all customers receive new and top-quality products.

If you’ve simply changed your mind, ordered the wrong size, or need a different colour or style, no worries — we’re here to help!

How to Request a Return or Exchange

We’ve made the process simple and straightforward:

Contact Us First
Before sending anything back, please email us at hello@solbox.store. Our friendly support team will guide you through the steps and provide you with the necessary details for your return or exchange. We aim to respond to all inquiries within 24 hours.
Prepare Your Return
- Ensure that the item is unused, unwashed, and in its original condition.
- Pack the item securely in its original packaging (or equivalent).
- Include any proof of purchase (such as your order confirmation email or packing slip) so that we can process your return efficiently.
Shipping Your Return
Our support team will provide you with the return address and any additional shipping instructions. Please note that return shipping costs are the responsibility of the customer unless the item arrived damaged or we made an error with your order. We recommend using a tracked shipping service to ensure your item arrives safely, as we cannot be held responsible for lost or missing returns.

Refunds

Once your return is received and inspected, we’ll send you an email to notify you that we’ve received your returned item. We’ll then let you know if your refund has been approved.

If approved, your refund will be processed back to your original payment method within 5-7 business days. Depending on your bank or card issuer, it may take additional time for the funds to appear in your account.

Please note:

Shipping costs are non-refundable unless the item was defective or we made a mistake with your order.
Refunds will only be issued for items that are in their original, unused condition.

Exchanges

If you’d like to exchange an item (for example, for a different size, colour, or style), please follow the same steps as for a return:

Contact hello@solbox.store to confirm availability of the desired item.
Once we’ve confirmed that we have the item in stock, we’ll guide you through the exchange process.
You’ll need to send the original item back to us following the instructions provided.

After we receive and inspect your returned item, we’ll process the exchange and ship your new item to you at no additional charge (for one-time exchanges only). If the replacement item is of higher value, we’ll send you a payment link for the difference before dispatching it.

Damaged or Incorrect Items

We take great care in packing and inspecting every item before shipping, but if you receive an item that’s damaged or not what you ordered, please contact us right away at hello@solbox.store. We’ll prioritise resolving the issue and, depending on the situation, offer a replacement or refund at no extra cost to you.

Additional Information

Custom and Sale Items: Please note that custom-made items or final-sale/clearance items may not be eligible for return or exchange unless they are faulty or not as described. If you’re unsure, please ask our support team before placing your order.
Hygiene and Safety: For hygiene reasons, we cannot accept returns or exchanges on certain items (e.g., undergarments) unless they are faulty or unopened in their original sealed packaging.
Processing Time: Returns and exchanges are processed as quickly as possible, usually within 5-7 business days of us receiving your item. We appreciate your patience during busy periods.

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