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refund policy:
at soloio, we strive to offer products of the highest quality and ensure customer satisfaction. if for any reason you are not completely satisfied with your purchase, we are here to help.

conditions for a refund:

we accept refund requests under the following conditions:

domestic returns (colombia):

you have a period of 5 calendar days from receiving the product to request a refund.

when returning the product, it must be unused, in the same condition you received it, and in its original packaging.

promotional or personalized items are not eligible for a refund.

please note that the shipping cost for domestic returns will be borne by the customer, unless the product is defective.

international returns:

for purchases made outside of colombia, you have 30 calendar days from receiving the product to initiate the refund process.

when returning the product, it must be unused, in the same condition you received it, and in its original packaging.

promotional or personalized items are not eligible for a refund.

please note that the shipping cost for international returns will be borne by the customer, unless the product is defective.

refund request process:

contact: send an email to ecommerce@soloio.com.co with the subject “refund request” and provide your order number, product details, and the reason for the return.

review: our team will review your request and notify you if it is approved or rejected. if approved, you will receive instructions on how to proceed with the refund.

return and shipping of product: for domestic and international returns, the shipping cost will be the customer's responsibility.

refund: once we receive and inspect the returned product, we will process the refund. the refund will be issued through the same payment method used for the purchase within 10 to 14 business days. please note that shipping costs are non-refundable.

exceptions:

promotional items: returns or refunds are not accepted for items on special offer or clearance.

customized products: not eligible for a refund, unless they have manufacturing defects.

damaged or defective products:

if you received a defective or damaged product, please contact our team within 48 hours of receiving the order with photos and a description of the issue. we will proceed to either replace the item or process a refund according to the policy based on whether the purchase is domestic or international.

contact:

if you have any questions about our refund policy, feel free to contact us at ecommerce@soloio.com or call +57 320 5781506.x

this privacy policy describes how soloio-shop.myshopify.com (the “site” or “we”) collects, uses, and discloses your personal information when you visit or make a purchase from the site.

contact:

after reviewing this policy, if you have additional questions, want more information about our privacy practices, or would like to make a complaint, please contact us by e-mail at ecommerce@soloio.com.co or by mail using the details provided below:

bionca LLC, 848 Brickell Avenue, Suite 203, Miami FL 33131, Estados Unidos.

collecting personal information:

when you visit the site, we collect certain information about your device, your interaction with the site, and information necessary to process your purchases. we may also collect additional information if you contact us for customer support. in this privacy policy, we refer to any information about an identifiable individual (including the information below) as “personal information”. see the list below for more information about what personal information we collect and why.

device information

purpose of collection: to load the site accurately for you, and to perform analytics on site usage to optimize our site.

source of collection: collected automatically when you access our site using cookies, log files, web beacons, tags, or pixels.

disclosure for a business purpose: shared with our processor Shopify.

personal information collected: version of web browser, IP address, time zone, cookie information, what sites or products you view, search terms, and how you interact with the site.

order information

purpose of collection: to provide products or services to you to fulfill our contract, to process your payment information, arrange for shipping, and provide you with invoices and/or order confirmations, communicate with you, screen our orders for potential risk or fraud, and when in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

source of collection: collected from you.

disclosure for a business purpose: shared with our processor Shopify and our ERP.

personal information collected: name, billing address, shipping address, payment information (including credit card number), email address, and phone number.

minors:

the site is not intended for individuals under the age of 18. we do not intentionally collect personal information from children. if you are the parent or guardian and believe your child has provided us with personal information, please contact us at the address above to request deletion.

sharing personal information:

we share your personal information with service providers to help us provide our services and fulfill our contracts with you, as described above. for example:

we use Shopify to power our online store. you can read more about how Shopify uses your personal information here: https://www.shopify.com/legal/privacy.

we may share your personal information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

behavioural advertising:

as described above, we use your personal information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. for example:

we use google analytics to help us understand how our customers use the site. you can read more about how google uses your personal information here: https://www.google.com/intl/en/policies/privacy/. you can also opt-out of google analytics here: https://tools.google.com/dlpage/gaoptout.

we share information about your use of the site, your purchases, and your interaction with our ads on other websites with our advertising partners. we collect and share some of this information directly with our advertising partners, and in some cases through the use of cookies or other similar technologies (which you may consent to, depending on your location).

we use Shopify audiences to help us show ads on other websites with our advertising partners to buyers who made purchases with other Shopify merchants and who may also be interested in what we have to offer. we also share information about your use of the site, your purchases, and the email address associated with your purchases with Shopify audiences, through which other Shopify merchants may make offers you may be interested in.

for more information about how targeted advertising works, you can visit the network advertising initiative’s (“NAI”) educational page at https://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

you can opt out of targeted advertising by:

https://www.facebook.com/settings/?tab=ads
https://www.google.com/settings/ads/anonymous
BING - https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads
https://optout.aboutads.info/.

using personal information:

we use your personal information to provide our services to you, which includes: offering products for sale, processing payments, shipping and fulfillment of your order, and keeping you up to date on new products, services, and offers.

lawful basis:

pursuant to the general data protection regulation (“gdpr”), if you are a resident of the european economic area (“eea”), we process your personal information under the following lawful bases:

your consent;

the performance of the contract between you and the site;

compliance with our legal obligations;

to protect your vital interests;

to perform a task carried out in the public interest;

for our legitimate interests, which do not override your fundamental rights and freedoms.

retention:

when you place an order through the site, we will retain your personal information for our records unless and until you ask us to erase this information. for more information on your right of erasure, please see the ‘your rights’ section below.

automatic decision-making:

if you are a resident of the eea, you have the right to object to processing based solely on automated decision-making (which includes profiling), when that decision-making has a legal effect on you or otherwise significantly affects you.

we do not engage in fully automated decision-making that has a legal or otherwise significant effect using customer data.

our processor Shopify uses limited automated decision-making to prevent fraud that does not have a legal or otherwise significant effect on you.

services that include elements of automated decision-making include:

temporary blacklist of IP addresses associated with repeated failed transactions. this blacklist persists for a small number of hours.

temporary blacklist of credit cards associated with blacklisted IP addresses. this blacklist persists for a small number of days.

your rights (gdpr):

if you are a resident of the eea, you have the right to access the personal information we hold about you, to port it to a new service, and to ask that your personal information be corrected, updated, or erased. if you would like to exercise these rights, please contact us through the contact information above. your personal information will be initially processed in ireland and then will be transferred outside of europe for storage and further processing, including to canada and the united states. for more information on how data transfers comply with the gdpr, see Shopify’s gdpr whitepaper: https://help.shopify.com/en/manual/your-account/privacy/gdpr.

cookies:

a cookie is a small amount of information that’s downloaded to your computer or device when you visit our site. we use a number of different cookies, including functional, performance, advertising, and social media or content cookies. cookies make your browsing experience better by allowing the website to remember your actions and preferences (such as login and region selection). this means you don’t have to re-enter this information each time you return to the site or browse from one page to another. cookies also provide information on how people use the website, for instance whether it’s their first time visiting or if they are a frequent visitor.

we use the following cookies to optimize your experience on our site and to provide our services:

cookies necessary for the functioning of the store.