Refund policy
Here's the final Solum Returns & Refund Policy rewritten with your branding:
SOLUM RETURNS & REFUND POLICY
At Solum, we are committed to providing high-quality products and reliable customer support. If you experience any issues with your order, please review the policy below and contact our support team for assistance.
Contact Us For any return, refund, or order-related concerns, please contact us at info@wearsolum.com. To help us process your request efficiently, please include:
- Your order number
- Photos or videos of the issue if applicable
- A brief description of the problem
Return & Refund Request Timeframe Customers may request a return or refund within 180 days after the order has been delivered. However, for issues related to:
- Misprinted items
- Damaged products
- Defective items
- Lost packages
Claims should ideally be submitted within 7 days of delivery to allow for faster investigation and resolution.
Return Process Once your request has been reviewed and approved, our customer service team will provide the correct return address and return instructions. Please note:
- Returns sent without prior approval will not be accepted
- Solum does not accept unauthorized returns
- We aim to review and process all requests within 7 business days
Conditions for Returned Items Unless the item is defective or incorrectly produced, returned items must meet the following conditions:
- Unused
- Unworn
- Unwashed
- In original condition
Solum does not accept items that are:
- Worn
- Stained
- Damaged due to misuse
- Altered after delivery
Please note that customers are responsible for return shipping costs.
Refunds If your refund request is approved:
- Refunds will be issued to the original payment method used for the purchase
- Refunds will be processed in the original purchase currency
- Processing times may vary depending on your payment provider
Non-Returnable Items The following items are not eligible for return or refund unless there is a manufacturing defect or fulfillment error:
- Tights, underwear, pajamas, swimsuits, socks, and masks for hygiene reasons
- Sample items
- Deliberately damaged items
- Items returned beyond the 180-day return window
- Items accurately produced according to the designs and files provided by the customer but later deemed unwanted by the purchaser
- Orders delayed due to incorrect information provided by the customer including incorrect shipping address, incorrect phone number, or customer-requested design modifications
Order Cancellation Policy Orders may only be canceled and fully refunded while they remain in the "In Review" status. If you wish to cancel your order, please contact us at info@wearsolum.com as soon as possible. Once production has started, cancellation requests may no longer be eligible for a full refund.
Delayed Shipment Compensation Policy
Standard Orders We aim to complete production for standard orders within 3-7 business days, with shipment arranged no later than the 8th business day after payment confirmation. If no shipping or tracking information has been provided by the end of the 7th business day, you may be eligible for compensation of up to 10% of the original product value.
Bulk Orders We aim to complete production for bulk orders within 7-15 business days, with shipment arranged no later than the 16th business day after payment confirmation. If no shipping or tracking information has been provided by the end of the 16th business day, you may be eligible for compensation of up to 10% of the original product value.
Exceptions Delay compensation does not apply when delays are caused by customer-side issues including but not limited to:
- Design modifications
- Additional customization requests
- Incorrect shipping information
- Pending customer confirmation
Lost Packages For packages confirmed as lost in transit, claims should be submitted within 7 days after the estimated delivery date. Our support team will investigate and provide a resolution as quickly as possible.