Refund Policy

SoleLux Return & Refund Policy

Last updated: 2025

At SoleLux, we want you to be completely satisfied with your purchase. If something isn’t right, we will do our best to assist you and ensure a smooth experience.

1. Return Eligibility

You may request a return within 30 days of the date your order was delivered.

To qualify for a return:

  • The item must be unused, unworn, and undamaged.

  • All original packaging, tags, accessories, and protective materials must be included.

  • Items must be free of odors, stains, pet hair, or signs of wear.

  • Customers are responsible for all return shipping costs unless the return is due to an error on our end (see Section 8).

Items that do not meet the criteria may be rejected.

To begin a return, please contact us at help@solelux.shop

2. Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned:

  • Final sale or clearance items

  • Items purchased with a discount code over 25% (optional — I can remove this if you prefer)

  • Gift cards

  • Perishable, consumable, or intimate items (if applicable)

These items are final sale and not eligible for a refund or exchange.

3. Refund Process

Once we receive and inspect your returned item, we will notify you via email:

  • Approved refunds will be issued to your original payment method.

  • Funds typically appear within 5–10 business days, depending on your bank or card provider.

Refunds can only be sent to the original payment method used at checkout.

4. Late or Missing Refunds

If your refund hasn’t appeared yet:

  1. Check your bank account again.

  2. Contact your credit card company — refunds may not post immediately.

  3. Contact your bank — processing times vary.

If you’ve completed these steps and still do not see your refund, contact us for assistance.

5. Exchanges

We only replace items that are:

  • Defective

  • Damaged

  • Incorrect

  • Missing components

  • Received in the wrong size/color due to a fulfillment error

To request an exchange, please contact us with:

  • Your order number

  • A brief description

  • Clear photos of the issue

If approved, we will ship a replacement at no cost to you.

6. Damaged or Defective Items

If your product arrives damaged, defective, or not as described, notify us within 7 days of delivery.

Please provide:

  • Photos of the damage/defect

  • Photos of the packaging

  • Your order number

We will repair, replace, or refund the item depending on the situation.

7. Lost or Stolen Packages

SoleLux is not responsible for:

  • Packages marked "delivered" by the carrier

  • Packages lost due to incorrect shipping addresses entered at checkout

  • Stolen packages after delivery

However, we will gladly help you file a claim with the carrier.

8. Return Shipping Costs

Unless the return is due to our mistake (wrong item, defective product, etc.):

  • Customers are responsible for the cost of return shipping

  • Shipping fees paid at checkout are non-refundable

  • We recommend using a trackable shipping service or purchasing shipping insurance

We cannot guarantee receipt of items returned without tracking.

9. Incorrect Address / Customer Input Errors

If an incorrect or incomplete address is entered at checkout:

  • Customers are responsible for reshipment fees

  • If the order is returned to sender, we can reship it at the customer’s expense

  • If the package is lost due to an incorrect address, a refund cannot be issued

10. Gift Returns

If the item was marked as a gift at checkout and shipped directly to you:

  • You may receive store credit for the value of the return

  • Once the return is processed, a gift credit will be emailed to you

If the gift giver received the item first and later gave it to you:

  • Refunds will be issued directly to the original purchaser

11. Shipping Instructions for Returns

To return your product, please contact us first at help@solelux.shop for the return address and instructions.

Do not ship any return without notifying us first.

12. Policy Changes

We reserve the right to update or modify this Return & Refund Policy at any time.
All changes go into effect immediately once posted on our website.