1. Refund Conditions
We support refund requests under the following conditions:
- Regular Returns: Within 7 days from receipt (may vary depending on local regulations), if the product remains intact, unworn/unwashed, with the tags still attached, and the packaging complete, you can request a no-reason return.
- Quality Issues: If the product has defects such as holes, stains, severe loose threads, or incorrect/missing items, you can request a refund within 7 days of receipt.
- Unshipped Orders: If the order has been paid for but not yet shipped, you can request a full refund at any time.
2. Situations Where Refunds Will Not Be Accepted
Refunds will not be accepted in the following situations:
- Items have been worn, washed, altered, or damaged;
- Tags or care labels have been removed;
- Refund request is submitted after the allowed period;
- Only one item from a set is returned (sets must be returned in full);
- Sale or discounted items with a “No Return, No Exchange” notice on the page.
3. Refund Process
| Step | Action Instructions |
|---|---|
| 1. Request | Log in to the website/app, go to “My Orders,” find the relevant product, click “Request Refund” and fill in the reason. |
| 2. Review | Customer service will review the request within 1-3 business days. If necessary, we will contact you for additional proof (such as photos or videos). |
| 3. Return | Once the refund request is approved, please send the product back to the provided address (we recommend using a traceable shipping service). |
| 4. Inspection | After receiving the return, we will complete the quality inspection within 3 business days. |
| 5. Refund | If the product passes the inspection, the refund will be issued back to your account through the original payment method. |
4. Refund Amount and Method
- Full Refund: Product price + original shipping fee (only for returns due to quality issues or our fault).
- Product Price Refund: Only the product price will be refunded, the original shipping fee will not be refunded (only for no-reason returns).
- Refund Methods:
- WeChat/Alipay Payment: Refunded to the original payment account, 3-7 business days to be credited.
- Bank Card Payment: Refunded to the original bank card, 7-15 business days to be credited (subject to bank processing time).
- Account Balance: Refunded to the soleviar account balance, credited immediately.
5. Who Pays for Return Shipping?
- Quality Issues/Our Responsibility: Return shipping fees will be covered by soleviar (we recommend paying upfront and contacting customer service for reimbursement, with a maximum reimbursement.
- No-Reason Returns: The buyer is responsible for the return shipping fee.
- Exchanges: The buyer is responsible for the return shipping fee, and we will cover the cost of reshipping the exchanged item.
Contact us
Tel:
Email: support@soleviar.com
Company:
Address: